Purpose: This guide shows resetting a consumer, provider, or CER’s profile in OR PTC DCI. Outcome: Staff understand how to reset authentication information (password and PIN). |
If a consumer, provider, or CER is unable to login because they forgot their password and the forgot password function isn’t working for them, you can reset their authentication information. This sends an email with a reset link to the email address on their OR PTC DCI profile. Upon clicking reset in the email, the user will be prompted to set a new password and security question. They must set a new PIN once logged in (instructions for adding a PIN can be found in the Adding and Changing a PIN QRG). If the user does not have a valid email on file, do not reset their authentication information.
The following steps show resetting a consumer’s authentication information, but they also apply to providers and CERs. If any steps differ between these groups, they are indicated.
For CERs, click Guardian.
Ensure you have the correct profile by verifying key information such as date of birth or last four digits of the SSN. |
You will see a brief pop-up if it was reset successfully.
If the user does not see the email, tell them to check their spam/junk folder. |
Related articles appear here based on the labels you select. Click to edit the macro and add or change labels.
|