Error: Mobile Authentication Failed for the following reason: Pin is invalid

Ticket #9556

Mobile account authentication failed for the following reason: Due to a recent  SIM change, this Account is not eligible for One Time Pin authentication. Please use Passcode option.

The dealer will not be able to assist the customer per restrictions for fraud prevention set by ATT. ATT is requiring passcode for that customers account  due to recent changes on the customers account, however the campaign they are on requires one time pin.