If you want to play sats for cash but don't plan to play the target event, reg for the target event first.
If you win the sat you automatically get the cash, then you can withdraw from the target event. And if you lose the sat, you can still unreg from the target event.
I learnt this lesson by doing the same thing. It really isn't difficult to get in touch with customer care, then they will see that you won a seat, and they will see that you deregistered from the MTT and they WILL refund you.
I learnt this lesson by doing the same thing. It really isn't difficult to get in touch with customer care, then they will see that you won a seat, and they will see that you deregistered from the MTT and they WILL refund you.
but that IS my problem, as i stated, it IS hard to get in touch with customer care. i tried live chat multiple times, first in queue, no response. i don't do twitter or facebook, sorry, and found no email for sky. coming to the forum. i saw you inactive 3 month, didn't want to trouble you. but you answer the only other comment posted on this thread. i was cool for a while. are you really trying to help? or more worried i am annoyed that sky have basically robbed me, and the torney i unreged from?
when entering satellites, i am warned by sky "you may be late reged, so cannot unreg" (same as cash) never warned, "if you win a ticket early and unreg, that money will go directly to sky, not in the prize pool, with no chance of reentering, even before the torney has started, if you lose your ticket this way, don't be upset, or you will be ignored" (not like cash)
nice.
i play for a few pounds. i was relaxed about this "mishap". now not sure. the more i look into this situation, the more it is stacked for sky and the pro players.
just thought sky would have been more willing to help out.
I was genuinely trying to help. It's what I do, every day. I answered every question on the thread by everyone, including you, & I replied to you 4 or 5 times.
I have never been "inactive" for 3 months & I've been here since Day One. I've made posts on this forum every day except 2 in the last 12 years. (Yup, I'm a saddo, lol, but it's my job & I care about our customers).
In the circumstances you describe, Customer Care always make the refund.
I'm trying to help you, and Sky Poker genuinely don't EVER want to "steal" your £50, and they try very hard indeed to keep their customers happy.
I'm sorry you don't seem to believe that, but those are the facts.
"just thought sky would have been more willing to help out."
I'm not sure what more I could have done. Making refunds is above my pay grade, I can't do them, all I can do is advise players what is the best course of action, which I did, repeatedly.
Apologies if you could not immediately get hold of CC. Sometimes they get quite busy, especially on evenings where there are football matches on, but they always reply eventually.
Chat started at 21:57 Hi, you're through to Clare. If your query is in relation to your account, please provide your full name, user ID, date of birth and your mother's maiden name? Good evening- and thanks for waiting, how are you today? Clare P 21:57 clare, i lost a ticket. i have wirtten on the forum. 21:58 trid live chat lot before, no response? Can I ask which ticket you are referring to ? Clare P 21:59 indeed, how many have i lost? my 3k bh £55 ticket 22:02 I just need to ask some security questions first, hope that's ok to take a look. 22:05 Can I take your user name and your date of birth please Clare P cool Can I take your user name and your date of birth please Clare P mystefeast ******** Can I take your full name and your mother's maiden name please. Clare P 22:06 d******************** 22:06 Can I also take the first line of your address please Clare P 22:1*&********* 22:11 Thanks i won the ticket all in sat, start 18.48, 10 june 22:12 Can you elaborate on how you got the ticket and lost it please David Clare P asstated above, won ticket in all in sat. 22:13 was not expecting to win Congratulations on this, how did you loose it Clare P thought i could "take 5 min" to chill, look at the ticket 22:14 unreged, ticket gone This means you have cancelled your entry, can I take the tournament ID please Clare P 22:16 haha. yes so i learned. no warning i could not reenter before start i dont have id. only time and place as stated 22:17 if you can contact us 48 hours before it starts David and we can them re register , as the tournament is not showing in the schedule yet Clare P 22:19 that makes no sense? please reiterate 22:20 As you don't have the is for the Tournament , we will need to wait until it shows in the schedule , currently it is up to the 7th of JUly Clare P 22:21 my ticket... 10 JUNE ? 22:23 Please contact us on the 9th of june Clare P 22:24 oh, your a robot clare? it is now JULY 22:25 I am not a Robot You will need to come back on the 9th Of July to enable us to re register you Clare P 22:26 why is that? As it is not showing Saturday tournaments in the lobby yet Clare P 22:27 you need to see the lobby to rereg me? 22:28 That's correct unless you have the tournament ID Clare P ok. so will i be rereged, or pot luck on the 9 july? 22:29 We will be able to re register you David Clare P 22:30 thing is, i had a "better" bank roll then. was hyped. now skint and not feeling like playing a single £50 torney. 22:31 Just to check, can you afford what you've been staking and depositing recently? Clare P yes If you do have any concerns at all, please let us know, as we have a range of tools and assistance available to help, should you be over-budgeting your finances because of betting. Our help tools can be found here: https://support.skybet.com/s/article/Our-simple-tools-Gamble-responsibly Clare P 22:33 thanks. Your very welcome Clare P i can afford my staking. have you seen it, lol? I have and thanks for confirming that David Clare P 22:35 but... that is also what i am saying. now i don't WANT to play ! £50 ticket! You cannot have a cash alternative sorry Clare P some smaller tickets? or just ticket money? 22:36 It cannot be changed for anything else sorry Clare P oh really 22:37 I am afraid so. Clare P so you worry i am gambling too much one minute, then insist i still go all in haha Not at all , I am just letting you know a prize cannot be changed Clare P 22:39 yeah sure, sky keep the cash, or i go all in. nice. i am videoing this! 22:40 Can I help with anything else today? Clare P yes 22:42 How can I help Clare P how long can i expect to wait for reply on the 9 july? 22:42 We can check the schedule for you then Clare P 22:43 thanks, 22:45 Your very welcome Clare P
^^^ seems pretty simple she's regging you in saturday you got your ticket back , and remember , it's a ticket not cash she's done her job and done it politely
why would unreging even be an option if all your assets disappear into sky's acc ount, not even leaving you to blind out, able to rejoin, and add to prize pool?
i'm stunned.
Because the system in place for satellites is outdated af.
so if i unreg. no money goes in the torney prizepool. sky keep all my money, you cannot rereg, ther will be no warning you will lose all yur money, you wont be able to contact sky, sky will not respond on their own forum?
Customer Care will put you back in the tournament if you speak to them.
I think you owe @Tikay10 a thank you @mystefeast, he pointed you in the right direction multiple times and after following his advice you got your ticket back.
I would suggest you speak Customer Care again. The original matter seems to go back a month or so, so its understandable that CC might be struggling somewhat to check back & help get it sorted.
I would suggest you speak Customer Care again. The original matter seems to go back a month or so, so its understandable that CC might be struggling somewhat to check back & help get it sorted.
ok i try again now. i'll report back later
yeah, a month of trying, and still it goes on. clare hadn't "sorted" anything, as allan23 thought, just kicked the can further down the road it seems.
posting this for continuation. i got back in touch, and finally feel my situation is being looked at. awaiting sky's email. thanks tikay10 for encouraging me to try again!
Welcome to Sky Betting & Gaming Live Chat Save Chat End Chat Chat started at 19:57 Hi, you're through to Rachel. If your query is in relation to your account, please provide your full name, user ID, date of birth and your mother's maiden name? Hi Rachel W hi i'mdavid *********************************************** 19:58 Thanks David, whats the ticket issue please? Rachel W 19:58 i am trying to get a ticket back. i was cut off earlier 19:59 Thanks, please can you check that username? Rachel W 20:01 oh, is it ****** 20:02 Great, thank you. I'm just trying to get into the old chat to see what has happened. Rachel W i was told to persist by tikay10 in the forum 20:04 I can see that now, do you have a screen shot of the ticket or any further details please? Rachel W 20:05 i have no screenshot sorry. i entered an allin sat on 10 june at 18.48 start to the 3k bh 20:07 What was the buy in please? Rachel W 20:08 i t was £1 + something. 20:09 Thanks On the 10/6 I can see you made several stakes and saw returns but I can't see any outstanding tickets. 20:10 Just to check i understand, you bought a £1 ticket and didn't use it - is that correct? Rachel W sorry, no, i'll explain again 20:12 Thank you Rachel W 20:12 the all in sat was maybe £1.65? i won but then unreged from the main event (3k bh) thinking i could re reg shortly after, but the ticket was gone 20:14 Thank you I can't see that on the account but as you have had to contact us about this over several chats I am happy to refund the buy-in, is that ok? 20:15 So a £1.65 refund to your account. Rachel W haha, no. i won a £55 ticket to the 3k bh! 20:16 er,, i won a £55 seat in the 3k bh..! 20:17 I can see you made 2 x £55 stakes and saw 2 x £55 returns to your balance Rachel W hey, i won a £55 seat in the bh I can see you won £55 I can't see any outstanding tickets on the account David, it looks as though your stake was returned as cash on the account. 20:19 Unless you can show me a screenshot or notification I can't do anything else. Rachel W hey sorry repeated comment, lag 20:20 That's not a problem 😉 The money went back on to your account Rachel W absolutely no way did that happen anyway, thanks 20:21 2020-06-10 22:09:56 0.00 External System transfer into OpenBet poker returns 103.61 2020-06-10 19:28:15 -2.20 External System transfer out of OpenBet poker stake 103.61 2020-06-10 18:58:27 55.00 External System transfer into OpenBet poker returns 105.81 2020-06-10 18:58:14 -55.00 External System transfer out of OpenBet poker stake 50.81 2020-06-10 18:52:52 55.00 External System transfer into OpenBet poker returns 105.81 2020-06-10 18:52:42 -55.00 External System transfer out of OpenBet poker stake 50.81 2020-06-10 18:51:45 0.00 External System transfer into OpenBet poker returns 105.81 2020-06-10 18:50:43 0.00 External System transfer out of OpenBet poker stake 105.81 2020-06-10 18:50:42 0.00 External System transfer into OpenBet poker returns 105.81 2020-06-10 18:47:41 -3.00 External System transfer out of OpenBet This is a list of your transactions that day, you can see you twice staked £55 and twice it was returned to your balance. I am sorry for any confusion but there are no outstanding tickets on your account. Can I help with anything else? Rachel W 20:23 after i lost my ticket i reged with real money then unreged how can i look on my account? 20:24 If you look on the my account page you can look through all your transactions there. 20:25 It looks that everything you staked that day was returned to your account except one 2.20 ticket. You began at 18.47 with £105.81 and ended the day with £103.61 Rachel W 20:26 i know what that 2.20 ticket is probly my all in win? 20:27 That was a payment not a win? 20:28 I am just going to ask a colleague to take another look at this for you to put our minds at rest. Please bear with me a moment. Rachel W 20:29 yhanks i don't normally play "all in" so there is only 1 that day, that will be it! The £2.20 ticket? Rachel W 20:31 if that is my only all in that day? but yes, it sounds correct So you think that is the game you won the £55 ticket in? Rachel W 20:32 i do Thank you, let me get that confirmed for you. 20:33 My colleague is just looking at that with me now Rachel W thanks
(last piece of transcript missing due to it disappearing as soon as chat is finished. missing - i declared i bought into the 55 bh then unreged. i also declared i don't usually play all in sats, so only 1 played that day Rachel is looking into this case and sky will email me)
looking now, and thinking back.
sky, i think i did reg, then unreg into the 3k bh, with real cash twice after losing my ticket. it's all i could think of doing to activate a "your already entered" response! it appears i was likely refunded my 2.20 entry fee not my 55.00 ticket value?
sky, i an not sure of the cost of the all in sat, but i am certain it was the only all in sat i played that day, or even that week, or since!
the list of account above shows a £3 deduction at 18.47. that is probably the all in sat in question, which i always stated started at 18.48? (not the £2.20 entry i agreed with, which was later in the day at 19.28)
i had some good news via email today... thanks Rachel
Hello David, Thank you for your time yesterday, I can see you won access to a tournament with a £55 buy in and then did not play. I can't restore it as this has now ended so kepe an eye out for a similar one and I will note the account to ask that we put you in manually. Please load another chat when you have seen one. Kind Regards, Rachel Customer Experience Team
Welcome to Sky Betting & Gaming Live Chat Chat started at 18:30 Hi, you're through to Amar. If your query is in relation to your account, please provide your full name, user ID, date of birth and your mother's maiden name? Amar A COMMENT DELETED Hi David 18:31 Hope you are having a great day, I can certainly look into that for you Amar A thanks Can you provide me with details of your query before I take a look through your account please Amar A 18:33 i am hoping you will manually regester me into a torney. i hope there is a note on my account 18:35 I can see it now David what tournament would you like me to enter you into Amar A 18:35 can i reg into the 2500£ sherrif bh at 21.00 tonight please 18:37 All sorted David I have entered you in 18:41 thank you Has that taken care of everything today ? To close the chat please click the 'end chat' button. I would be most grateful if you could complete a short survey for me. Immediately after the chat ends, this asks you to rate my service from 1* to 5*. Amar A i see i am reged, thanks
Comments
@mystefeast
Probably best not to misquote me.
Follow the instructions I posted earlier for future reference & it works just fine.
For tonight's problem, you need to get in touch with Customer Care please.
@mystefeast
Repeated for reference.
Unlike the mtt however, manners cost nothing.
sorry tikay if i came over a bit rude.
but that IS my problem, as i stated, it IS hard to get in touch with customer care.
i tried live chat multiple times, first in queue, no response.
i don't do twitter or facebook, sorry, and found no email for sky.
coming to the forum. i saw you inactive 3 month, didn't want to trouble you.
but you answer the only other comment posted on this thread.
i was cool for a while.
are you really trying to help? or more worried i am annoyed that sky have basically robbed me, and the torney i unreged from?
when entering satellites, i am warned by sky
"you may be late reged, so cannot unreg" (same as cash)
never warned,
"if you win a ticket early and unreg, that money will go directly to sky, not in the prize pool, with no chance of reentering, even before the torney has started, if you lose your ticket this way, don't be upset, or you will be ignored" (not like cash)
nice.
i play for a few pounds. i was relaxed about this "mishap". now not sure.
the more i look into this situation, the more it is stacked for sky and the pro players.
just thought sky would have been more willing to help out.
I was genuinely trying to help. It's what I do, every day. I answered every question on the thread by everyone, including you, & I replied to you 4 or 5 times.
I have never been "inactive" for 3 months & I've been here since Day One. I've made posts on this forum every day except 2 in the last 12 years. (Yup, I'm a saddo, lol, but it's my job & I care about our customers).
In the circumstances you describe, Customer Care always make the refund.
I'm trying to help you, and Sky Poker genuinely don't EVER want to "steal" your £50, and they try very hard indeed to keep their customers happy.
I'm sorry you don't seem to believe that, but those are the facts.
"just thought sky would have been more willing to help out."
I'm not sure what more I could have done. Making refunds is above my pay grade, I can't do them, all I can do is advise players what is the best course of action, which I did, repeatedly.
Apologies if you could not immediately get hold of CC. Sometimes they get quite busy, especially on evenings where there are football matches on, but they always reply eventually.
Hi, you're through to Clare. If your query is in relation to your account, please provide your full name, user ID, date of birth and your mother's maiden name?
Good evening- and thanks for waiting, how are you today?
Clare P
21:57
clare, i lost a ticket. i have wirtten on the forum.
21:58
trid live chat lot before, no response?
Can I ask which ticket you are referring to ?
Clare P
21:59
indeed, how many have i lost? my 3k bh £55 ticket
22:02
I just need to ask some security questions first, hope that's ok to take a look.
22:05
Can I take your user name and your date of birth please
Clare P
cool
Can I take your user name and your date of birth please
Clare P
mystefeast ********
Can I take your full name and your mother's maiden name please.
Clare P
22:06
d********************
22:06
Can I also take the first line of your address please
Clare P
22:1*&*********
22:11
Thanks
i won the ticket all in sat, start 18.48, 10 june
22:12
Can you elaborate on how you got the ticket and lost it please David
Clare P
asstated above, won ticket in all in sat.
22:13
was not expecting to win
Congratulations on this, how did you loose it
Clare P
thought i could "take 5 min" to chill, look at the ticket
22:14
unreged, ticket gone
This means you have cancelled your entry, can I take the tournament ID please
Clare P
22:16
haha. yes so i learned. no warning i could not reenter before start
i dont have id. only time and place as stated
22:17
if you can contact us 48 hours before it starts David and we can them re register , as the tournament is not showing in the schedule yet
Clare P
22:19
that makes no sense? please reiterate
22:20
As you don't have the is for the Tournament , we will need to wait until it shows in the schedule , currently it is up to the 7th of JUly
Clare P
22:21
my ticket... 10 JUNE ?
22:23
Please contact us on the 9th of june
Clare P
22:24
oh, your a robot clare?
it is now JULY
22:25
I am not a Robot
You will need to come back on the 9th Of July to enable us to re register you
Clare P
22:26
why is that?
As it is not showing Saturday tournaments in the lobby yet
Clare P
22:27
you need to see the lobby to rereg me?
22:28
That's correct unless you have the tournament ID
Clare P
ok. so will i be rereged, or pot luck on the 9 july?
22:29
We will be able to re register you David
Clare P
22:30
thing is, i had a "better" bank roll then. was hyped. now skint and not feeling like playing a single £50 torney.
22:31
Just to check, can you afford what you've been staking and depositing recently?
Clare P
yes
If you do have any concerns at all, please let us know, as we have a range of tools and assistance available to help, should you be over-budgeting your finances because of betting. Our help tools can be found here: https://support.skybet.com/s/article/Our-simple-tools-Gamble-responsibly
Clare P
22:33
thanks.
Your very welcome
Clare P
i can afford my staking. have you seen it, lol?
I have and thanks for confirming that David
Clare P
22:35
but... that is also what i am saying. now i don't WANT to play ! £50 ticket!
You cannot have a cash alternative sorry
Clare P
some smaller tickets? or just ticket money?
22:36
It cannot be changed for anything else sorry
Clare P
oh really
22:37
I am afraid so.
Clare P
so you worry i am gambling too much one minute, then insist i still go all in haha
Not at all , I am just letting you know a prize cannot be changed
Clare P
22:39
yeah sure, sky keep the cash, or i go all in. nice.
i am videoing this!
22:40
Can I help with anything else today?
Clare P
yes
22:42
How can I help
Clare P
how long can i expect to wait for reply on the 9 july?
22:42
We can check the schedule for you then
Clare P
22:43
thanks,
22:45
Your very welcome
Clare P
seems pretty simple
she's regging you in saturday you got your ticket back , and remember , it's a ticket not cash she's done her job and done it politely
Not another one.
GL in the tournament, if you decide you want to play.
@mystefeast
I would suggest you speak Customer Care again. The original matter seems to go back a month or so, so its understandable that CC might be struggling somewhat to check back & help get it sorted.
yeah, a month of trying, and still it goes on.
clare hadn't "sorted" anything, as allan23 thought, just kicked the can further down the road it seems.
thanks tikay10 for encouraging me to try again!
Welcome to Sky Betting & Gaming Live Chat
Save Chat
End Chat
Chat started at 19:57
Hi, you're through to Rachel. If your query is in relation to your account, please provide your full name, user ID, date of birth and your mother's maiden name?
Hi
Rachel W
hi i'mdavid ***********************************************
19:58
Thanks David, whats the ticket issue please?
Rachel W
19:58
i am trying to get a ticket back. i was cut off earlier
19:59
Thanks, please can you check that username?
Rachel W
20:01
oh, is it ******
20:02
Great, thank you.
I'm just trying to get into the old chat to see what has happened.
Rachel W
i was told to persist by tikay10 in the forum
20:04
I can see that now, do you have a screen shot of the ticket or any further details please?
Rachel W
20:05
i have no screenshot sorry. i entered an allin sat on 10 june at 18.48 start to the 3k bh
20:07
What was the buy in please?
Rachel W
20:08
i t was £1 + something.
20:09
Thanks
On the 10/6 I can see you made several stakes and saw returns but I can't see any outstanding tickets.
20:10
Just to check i understand, you bought a £1 ticket and didn't use it - is that correct?
Rachel W
sorry, no, i'll explain again
20:12
Thank you
Rachel W
20:12
the all in sat was maybe £1.65? i won but then unreged from the main event (3k bh) thinking i could re reg shortly after, but the ticket was gone
20:14
Thank you
I can't see that on the account but as you have had to contact us about this over several chats I am happy to refund the buy-in, is that ok?
20:15
So a £1.65 refund to your account.
Rachel W
haha, no. i won a £55 ticket to the 3k bh!
20:16
er,, i won a £55 seat in the 3k bh..!
20:17
I can see you made 2 x £55 stakes and saw 2 x £55 returns to your balance
Rachel W
hey, i won a £55 seat in the bh
I can see you won £55
I can't see any outstanding tickets on the account David, it looks as though your stake was returned as cash on the account.
20:19
Unless you can show me a screenshot or notification I can't do anything else.
Rachel W
hey sorry repeated comment, lag
20:20
That's not a problem 😉
The money went back on to your account
Rachel W
absolutely no way did that happen
anyway, thanks
20:21
2020-06-10 22:09:56 0.00 External System transfer into OpenBet poker returns 103.61
2020-06-10 19:28:15 -2.20 External System transfer out of OpenBet poker stake 103.61
2020-06-10 18:58:27 55.00 External System transfer into OpenBet poker returns 105.81
2020-06-10 18:58:14 -55.00 External System transfer out of OpenBet poker stake 50.81
2020-06-10 18:52:52 55.00 External System transfer into OpenBet poker returns 105.81
2020-06-10 18:52:42 -55.00 External System transfer out of OpenBet poker stake 50.81
2020-06-10 18:51:45 0.00 External System transfer into OpenBet poker returns 105.81
2020-06-10 18:50:43 0.00 External System transfer out of OpenBet poker stake 105.81
2020-06-10 18:50:42 0.00 External System transfer into OpenBet poker returns 105.81
2020-06-10 18:47:41 -3.00 External System transfer out of OpenBet
This is a list of your transactions that day, you can see you twice staked £55 and twice it was returned to your balance.
I am sorry for any confusion but there are no outstanding tickets on your account. Can I help with anything else?
Rachel W
20:23
after i lost my ticket i reged with real money then unreged
how can i look on my account?
20:24
If you look on the my account page you can look through all your transactions there.
20:25
It looks that everything you staked that day was returned to your account except one 2.20 ticket. You began at 18.47 with £105.81 and ended the day with £103.61
Rachel W
20:26
i know what
that 2.20 ticket is probly my all in win?
20:27
That was a payment not a win?
20:28
I am just going to ask a colleague to take another look at this for you to put our minds at rest. Please bear with me a moment.
Rachel W
20:29
yhanks
i don't normally play "all in" so there is only 1 that day, that will be it!
The £2.20 ticket?
Rachel W
20:31
if that is my only all in that day? but yes, it sounds correct
So you think that is the game you won the £55 ticket in?
Rachel W
20:32
i do
Thank you, let me get that confirmed for you.
20:33
My colleague is just looking at that with me now
Rachel W
thanks
(last piece of transcript missing due to it disappearing as soon as chat is finished. missing -
i declared i bought into the 55 bh then unreged.
i also declared i don't usually play all in sats, so only 1 played that day
Rachel is looking into this case and sky will email me)
looking now, and thinking back.
sky, i think i did reg, then unreg into the 3k bh, with real cash twice after losing my ticket. it's all i could think of doing to activate a "your already entered" response! it appears i was likely refunded my 2.20 entry fee not my 55.00 ticket value?
sky, i an not sure of the cost of the all in sat, but i am certain it was the only all in sat i played that day, or even that week, or since!
the list of account above shows a £3 deduction at 18.47. that is probably the all in sat in question, which i always stated started at 18.48? (not the £2.20 entry i agreed with, which was later in the day at 19.28)
Hello David,
Thank you for your time yesterday, I can see you won access to a tournament with a £55 buy in and then did not play. I can't restore it as this has now ended so kepe an eye out for a similar one and I will note the account to ask that we put you in manually. Please load another chat when you have seen one.
Kind Regards,
Rachel
Customer Experience Team
Chat started at 18:30
Hi, you're through to Amar. If your query is in relation to your account, please provide your full name, user ID, date of birth and your mother's maiden name?
Amar A
COMMENT DELETED
Hi David
18:31
Hope you are having a great day, I can certainly look into that for you
Amar A
thanks
Can you provide me with details of your query before I take a look through your account please
Amar A
18:33
i am hoping you will manually regester me into a torney. i hope there is a note on my account
18:35
I can see it now David what tournament would you like me to enter you into
Amar A
18:35
can i reg into the 2500£ sherrif bh at 21.00 tonight please
18:37
All sorted David I have entered you in
18:41
thank you
Has that taken care of everything today ?
To close the chat please click the 'end chat' button.
I would be most grateful if you could complete a short survey for me. Immediately after the chat ends, this asks you to rate my service from 1* to 5*.
Amar A
i see i am reged, thanks
come take me out tonight, sheriff !
@mystefeast
I have edited your Post to remove some personal details, including what appeared to be log-in details.