Verifying Your Identity for a Reset¶

When you contact your IT help desk to reset your password, MFA, or other account credentials, you may be asked to verify your identity using Polyguard. This is a quick process that protects your account from unauthorized changes.

This page walks you through exactly what to do.

Why Am I Being Asked to Verify?¶

Password and MFA resets are a common target for attackers who try to impersonate employees. Your organization uses Polyguard to make sure that only you can authorize changes to your account. This protects you -- if someone else tries to reset your password by pretending to be you, they will not be able to pass the verification.

What You Will Need¶

• Your smartphone -- iPhone (iOS 16 or later) or Android (version 10 or later)
• The Polyguard Mobile app -- If you do not have it yet, the verification link will guide you through downloading it

Step-by-Step Instructions¶

Step 1: Contact the Help Desk¶

Call, email, or submit a ticket to your IT help desk as you normally would. Let them know what you need (password reset, MFA reset, etc.).

The help desk agent will let you know that they need to verify your identity before proceeding.

Step 2: Receive the Verification Link¶

The help desk agent will send you a verification link via email or text message. Check your inbox or messages for a link from Polyguard.

Step 3: Open the Link¶

Tap the link on your smartphone. It will open the Polyguard Mobile app (or prompt you to download it if you do not have it yet).

Step 4: Complete Verification¶

The app will guide you through identity verification. Depending on your organization's requirements, this typically involves:

1. Real-time facial recognition -- Look at your phone's camera and follow any on-screen prompts. This confirms you are the person associated with the identity credential on file.
2. Device check -- The app automatically verifies that your phone is secure and uncompromised. You do not need to do anything for this step.

The entire process takes about 30 seconds.

Step 5: You Are Verified¶

Once verification is complete, you will see a confirmation screen on your phone. The help desk agent will also see your verified identity on their end.

The agent can now proceed with your password reset, MFA reset, or other request.

What If Verification Does Not Work?¶

If the verification does not succeed on the first try, here are a few things to check:

• Lighting -- Make sure you are in a well-lit area so the camera can see your face clearly.
• Glasses or hats -- Remove glasses, sunglasses, or hats before the facial recognition step.
• Camera permissions -- Make sure the Polyguard Mobile app has permission to use your camera. You can check this in your phone's Settings.
• Try again -- The help desk agent can send you a new verification link to try again.

If verification continues to fail, the help desk agent will follow your organization's procedures to assist you through an alternative method.

Frequently Asked Questions¶

How long does verification take? About 30 seconds once you open the link.

Do I need to verify every time I call the help desk? Yes, a new verification is performed each time you request a credential change. This ensures your account is protected on every interaction.

What if I do not have my phone with me? Let the help desk agent know. They will follow your organization's alternative verification procedure.

Is the Polyguard Mobile app free? Yes, the app is completely free to download and use.

For more information about what happens during verification and how your data is protected, see What to Expect.