Reset your password

When to use this

• You have forgotten your password.
• Your password has expired.
• You are locked out and cannot reach the self-service page.

Steps (agent or Bec)

1. Verify the caller: employee ID plus date of birth, or the name of their manager.
2. Send a one-time code to the mobile number registered on the account and confirm the caller reads it back correctly.
3. Reset the password in Active Directory and issue a temporary password. The Team Member must change it at next sign-in.
4. Log a ServiceNow incident, category Access > Password, and resolve it with the note Password reset, identity verified by OTP.
5. Confirm the Team Member can sign in before ending the call.

Policy

• Passwords must be at least 14 characters and cannot reuse the last 10.
• Temporary passwords expire after 24 hours.
• Never read a password back over chat; give the temporary password by voice only, or send it to the registered mobile.

Escalate to an analyst when

• The caller cannot be verified or the registered mobile is out of date.
• The account is flagged as privileged or a store manager account.
• Three failed verification attempts have occurred.