What to Expect¶

If your organization uses Polyguard for help desk identity verification, this page answers common questions about what happens during the process, what data is involved, and how your privacy is protected.

How Long Does It Take?¶

A typical verification takes about 30 seconds from the moment you open the link to the moment you see the confirmation screen. If this is your first time using Polyguard Mobile and you need to download the app, allow an extra couple of minutes for setup.

What Data Is Shared¶

When you verify your identity through Polyguard, the help desk agent sees only verified proofs -- not your actual documents or biometric data. Here is what is and is not shared:

What the help desk agent can see¶

• Your verified name -- The name from your identity credential, confirming you are who you say you are
• Verification status -- Whether you passed or did not pass the identity check
• Device attestation -- That your phone passed a security check (not the details of your phone)
• Geographic location -- Your state and country only (if your organization requires it). Never your city, address, or precise coordinates.

What is never shared¶

• Your facial scan data -- Stays on your device
• Your identity document images -- Never uploaded, never stored on any server
• Your precise location -- Only the administrative region (state and country) is shared, if required
• Your biometric data -- Processed and stored only on your phone

What Stays on Your Device¶

Everything sensitive stays with you:

• Facial biometric data -- The 3D facial recognition data used to verify your identity is stored only on your phone, encrypted, and inaccessible to other apps.
• Identity document information -- Any data read from your passport, driver's license, or other ID during setup stays on your phone.
• Verification credentials -- The cryptographic credentials that prove your identity are stored locally and never leave your device without your action.

If you switch phones or delete the Polyguard Mobile app, this data is permanently erased. You would need to re-verify your identity on the new device.

The App Is Free¶

Polyguard Mobile is free to download and use. There is no cost to you as an employee. Your organization covers the cost of the Polyguard service.

You can download it from the App Store (iPhone) or Google Play (Android).

For step-by-step installation instructions, see Downloading the App.

Why This Protects You¶

You might wonder why you need to go through identity verification just to reset your password. Here is why it matters:

• Attackers impersonate employees. Social engineering attacks target help desks by pretending to be someone else. Without verification, an attacker could call your help desk, claim to be you, and get your password reset.
• Knowledge-based questions are not enough. Security questions, employee IDs, and manager names can all be researched or guessed. Polyguard uses cryptographic identity proof that cannot be faked.
• This protects your accounts. Every time the help desk verifies your identity before making a change, it ensures that no one else can make unauthorized changes to your credentials.

If You Already Use Polyguard for Meetings¶

If your organization uses Polyguard for secure video meetings, you may already have the Polyguard Mobile app installed and your identity verified. In that case, help desk verification will be even faster -- you simply open the link, complete a quick facial recognition check, and you are done. No additional setup is required.

Questions?¶

If you have questions about the verification process or need help with the Polyguard Mobile app, contact your IT help desk. They can walk you through the process or help troubleshoot any issues.