Reminders on resolving reset password issues

Have the individual confirm their first and last name, username and email 

* A user should not being using anyone else’s account to login into DMVdesk (against DMV’s policies and procedures). 

* If a user states they are sharing usernames and passwords, please immediately lock the account and notify your Direct Manager via email and CC help@dmvdesk 

* You cannot override a password manually for a caller. 

* Ask the user how they were locked out. To see when the user last logged into DMVdesk 

· Instruct the user to reset their password from the login screen or send a reset to their email if they have confirmed all info and cannot remember their password. 

· Wait with the user to confirm they have received their temp password in their email and instruct them on how to enter their password. 

*If user is not receiving the temp, please have them check their spam and junk email folder. If the password is not in those folders, please email reach out to Tre or email [email protected] 

* User should copy and paste their temp password in the password field 

* User will be instructed to enter a new password - User cannot use a password they have used previously (within the past 25Xs) 

*Must meet all the criteria for password requirements 

(Note: all 7 green marks, must appear on the right-hand side). *User should not save their password in their browser (password expires every 60 days) 

* Password is case sensitive but username is not