Output

I'm sorry for the trouble logging in. Here's how we can get this resolved:

**1. Secret-question answers cannot be reset from the app**
The official Help Center states that resetting a secret-question answer is not possible in the app, so this needs to be handled through the call center (/sources/ja/public-help/articles/22652589073561.md:20-22). Please contact PowerX support (call center / inquiry form) to proceed.

**2. Identity verification details we'll need**
When you contact us, please provide as much of the following as you can so we can verify your "secret question" (/sources/en/runbooks/accounts.md:78):

- User ID
- Full name
- Phone number
- Email address
- Date of birth
- Last 4 digits of your credit card number (if you're not sure, a few numbers you think might be correct are fine)

Please do not send your full card number — only the last 4 digits are needed. Once we receive these, we'll check them and get back to you as soon as verification is complete.

**3. What happens after verification**
After you contact us, we will reset your secret question (question: "pet's name," answer: randomly set) and send the new answer to you (/sources/ja/public-help/articles/22652589073561.md:24). You can then log in with SMS verification plus that secret-question answer.

**4. Important: migration to passwords**
Since July 2026, PowerX has been migrating from secret questions to password-based login. After you log in successfully, please set a password in the app (/sources/ja/public-help/articles/22652589073561.md:26-30). This will avoid this issue in the future.

**A note on your situation:** if this started after changing phones, remember login requires the SMS verification code first and then the secret-question answer — so the code delivery itself isn't the problem here. If your answer was entered differently at registration (e.g., formatting or a typo), including any candidate answers you might have used along with the verification details above will help us confirm your identity faster.

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 5,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 5
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 5
    },
    "total": 25,
    "reasons": [
      "All required verification details listed: user ID, full name, phone, email, DOB, last 4 card digits",
      "Includes the 'if unknown, a few candidate numbers' caveat from the expected answer",
      "States verification will be checked and user contacted afterward",
      "Adds helpful, non-contradictory context (app reset unavailable, password migration)",
      "Safety note to avoid sending full card number is a plus"
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "Provide user ID, full name, phone number, email address",
      "Provide date of birth",
      "Provide last 4 digits of credit card number",
      "If card digits unknown, provide a few candidate numbers",
      "We will check details and contact user once verified"
    ],
    "constraint_violations": [],
    "notes": "All expected key points covered with correct wording; extra guidance is accurate and safe. No format or language issues."
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 5,
  "finalVerdict": "pass"
}

Output

ご不便をおかけしており、申し訳ございません。秘密の質問の回答の再設定はアプリ上からは行えず、本人確認のうえ弊社側でリセットするご案内となっております（公式ヘルプ「秘密の質問の再設定について」）。

つきましては、秘密の質問の登録内容を確認させていただきますので、お分かりになる範囲で下記の情報をご教示ください。

- ユーザーID
- 氏名（フルネーム）
- 電話番号
- メールアドレス
- 生年月日
- クレジットカード番号下4桁（ご不明な場合は、心当たりのある番号をいくつかご提示ください）

いただいた情報をもとに確認を進め、確認でき次第ご連絡いたします。確認が取れましたら、秘密の質問の回答（質問：ペットの名前、回答：ランダム設定）をリセットのうえお送りいたしますので、そちらでログインが可能になります。

なお、2026年7月以降は秘密の質問からパスワード設定への移行をお願いしております。お手数ですが、ログインが完了しましたら、続けてパスワードの設定をお願いいたします。

（参照：/sources/ja/public-help/articles/22652589073561.md:20-31、/sources/ja/runbooks/accounts.md:74-78）

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 5,
    "relevance": 5,
    "consistency": 5,
    "safety": 5,
    "style": 5
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 5,
      "consistency": 5,
      "safety": 5,
      "style": 5
    },
    "total": 25,
    "reasons": [
      "All required identity-verification items are listed exactly as expected",
      "Follow-up promise to confirm and reply is included",
      "Polite Japanese style with clear bullet formatting",
      "Extra reset procedure and password-transition notes are plausible additions from cited sources"
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "秘密の質問確認のため情報提供を依頼する文言",
      "ユーザーID・氏名（フルネーム）・電話番号・メールアドレス・生年月日",
      "クレジットカード番号下4桁（不明時は心当たりのある番号）",
      "いただいた情報をもとに確認し、確認でき次第ご連絡"
    ],
    "constraint_violations": [],
    "notes": "期待回答の全要点を網羅。追加のリセット手順・パスワード移行案内も出典付きで一貫しており問題なし。"
  },
  "autoQaScore": 5,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 5,
  "finalVerdict": "pass"
}

Output

Here's how this is handled.

**1. The secret-question answer cannot be reset in the app**
Per the official Help Center article, resetting a "secret question" answer is not possible from within the app — you have to contact the call center. Once you contact support, they reset the answer (e.g. question: pet's name, answer: randomly generated) and send the new one to you.
/sources/ja/public-help/articles/22652589073561.md:20-24

**2. Identity verification details needed**
To verify the "secret question" against your account, please provide, to the best of your knowledge:
1. User ID
2. Full name
3. Phone number
4. Email address
5. Date of birth
6. Last 4 digits of your registered credit card (if unknown, give a few numbers you think might be correct)

Support checks these and contacts you once verification is complete.
/sources/en/runbooks/accounts.md:74-78

Please send only the last 4 digits of the card — never the full number. I can't reset the secret question myself; the reset is performed by support after verification, and I won't claim it's done until it's confirmed.

**3. Often faster: log in with a password instead**
Since July 2026 PowerX has been moving customers from secret questions to password login, so if a password is already set on your account you may not need the secret question at all:
1. Tap "Forgot your password?" on the login screen
2. Enter an email address that was previously verified on the account
3. Open the reset URL sent to that email
4. Set a new password (half-width letters/numbers/symbols, 12–64 characters, including at least one uppercase, one lowercase and one number)

If these steps don't work, the article directs you to contact support by phone.
/sources/ja/public-help/articles/60637299288601.md:16-30

**4. Worth a quick check before contacting support**
Since a possible input mistake at registration is one known cause, it's worth re-entering the answer carefully once (watch for full-width vs half-width characters, case, and date format, and avoid autofill carrying over values from your old phone). If it's still rejected, go to step 2 — a mistyped answer at registration time can only be corrected by the reset above.

**5. After you're back in**
Set a password in the app once login succeeds, so future logins (including on a new phone) don't depend on the secret question.
/sources/ja/public-help/articles/22652589073561.md:26-30

If you'd like, send me the six verification items in item 2 and I'll help you check what's on file and prepare the request.

Judge / review

{
  "pass": true,
  "scores": {
    "accuracy": 5,
    "relevance": 4,
    "consistency": 4,
    "safety": 4,
    "style": 5
  },
  "judge": {
    "verdict": "pass",
    "judge_model_verdict": "pass",
    "gate_verdict": "pass",
    "scores": {
      "accuracy": 5,
      "relevance": 4,
      "consistency": 4,
      "safety": 4,
      "style": 5
    },
    "total": 22,
    "reasons": [
      "Covers all required identity verification fields.",
      "States support will check and contact after verification.",
      "Adds useful login/reset context without contradicting key points.",
      "Slightly inconsistent by asking user to send details to assistant.",
      "Sensitive data request is bounded but could be safer."
    ],
    "missing_points": [],
    "critical_missing_points": [],
    "minor_missing_points": [],
    "covered_points": [
      "User ID",
      "Full name",
      "Phone number",
      "Email address",
      "Date of birth",
      "Last 4 credit card digits or possible numbers",
      "Support checks and contacts after verification"
    ],
    "constraint_violations": [],
    "notes": "All key points covered; minor safety/consistency issue from asking user to send PII to assistant."
  },
  "autoQaScore": 4,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 4,
  "finalVerdict": "pass"
}

Output

大変お手数ですが、本人確認のため以下の情報を記載のうえ、ご返信ください。登録時の秘密の質問の答えが確認できない、または機種変更等で認証に問題が生じている場合、これらを照合してアクセス権限の回復または秘密の質問の再設定手続きを行います。

- 氏名（フルネーム）
- 登録メールアドレス
- 生年月日
- 秘密の質問の答え（可能な範囲で入力内容を再提示）
- 機種変更を行った場合は、旧端末と新端末の機種名および変更時期

確認が取れ次第、セキュリティポリシーに沿った再設定手順をご案内いたします。

Judge / review

{
  "pass": false,
  "scores": {
    "accuracy": 2,
    "relevance": 4,
    "consistency": 4,
    "safety": 4,
    "style": 5
  },
  "judge": {
    "verdict": "fail",
    "judge_model_verdict": "fail",
    "gate_verdict": "fail",
    "scores": {
      "accuracy": 2,
      "relevance": 4,
      "consistency": 4,
      "safety": 4,
      "style": 5
    },
    "total": 19,
    "reasons": [
      "必須の本人確認情報が不足",
      "ユーザーID・電話番号・カード下4桁なし",
      "秘密の質問の答えを求めており期待と異なる",
      "日本語は丁寧で読みやすい",
      "Accuracy score below minimum (2 < 4).",
      "Total score below minimum (19 < 20).",
      "Critical answer points are missing (3)."
    ],
    "missing_points": [
      "ユーザーID",
      "電話番号",
      "クレジットカード番号下4桁"
    ],
    "critical_missing_points": [
      "ユーザーID",
      "電話番号",
      "クレジットカード番号下4桁"
    ],
    "minor_missing_points": [],
    "covered_points": [
      "氏名",
      "メールアドレス",
      "生年月日",
      "確認後の連絡"
    ],
    "constraint_violations": [],
    "notes": "必須確認項目の欠落が複数あり、期待回答として不完全。"
  },
  "autoQaScore": 4,
  "manualScore": null,
  "manualVerdict": null,
  "manualReasons": [],
  "manualNotes": null,
  "finalScore": 4,
  "finalVerdict": "fail"
}