Most of the time, we'll ask you to enter the letters of your memorable word in a random order, e.g. "Please enter letters 7, 2, 9 of your memorable word". 

Example:

Your memorable word is "Arsenal". 

When asked to give letters 6, 1, 3 of your memorable word, you will need to enter a, A, s (or a, a, s).

Please be aware that if you enter your memorable word incorrectly too many times, your account will be blocked.