Self-Service Password Reset (SSPR)

Refer customers to KB0010728 (Setting up SSPR).

TIP: ssprLocked Status
If a customer's status is ssprLocked, this can be fixed by having them log in to Gateway and confirm their SSPR settings (under the Password Settings tab). Before having them do this, make sure their password has not expired.

SSPR allows the user to have the "Temporary Access Code" sent to either their phone via text message or email via a valid email address. 

Setup or Change Settings 

1. Go to gateway.tamu.edu and log in with your NetID and your NetID password. 
   
   
   [fig. 01 - Password Settings Tab]
    
2. Click on set up Self-Service Password Reset [fig. 02].
   
   
   [fig. 02 - set up Self-Service Password Reset]
    
3. Input NetID and NetID Password credentials.
   
   
   [fig. 03 - Log in credentials]
    
4. Once in the Password Reset window, have Campus member input a good alternate email address and mobile phone number that is text enabled.  
   
    
    
5. Confirmation code via text message (skip to Step 5 for email confirmation): 
   1. To confirm that the phone number input is working. (International Phone Numbers will not work) [fig. 04]. The text message will come from (979) 431-5683.
      
      
      [fig. 04 - Confirmation Text]
       
   2. Enter the code in the box [fig. 05].
      
      
      [fig. 05 - Enter Confirmation Code]
6. Confirmation code via email:
   1. An email will be sent to the Alternate Email Address with a link in order to confirm that the email address is working [fig. 06]. 
      
      
      [fig. 06 - Confirmation Request]
   2. Follow the link.
       
7. You will see one of these three messages [fig. 07]: 
   

          
          [fig. 07 - Confirmation Messages]

Over-the-Phone Resets

If they have opted out of over the phone password resets one of two things can happen:

• Ask if the person is able to come in to have their identity verified. They can come to either Help Desk Central, the Student Computing Center or an alternative identity agent.
• Use the video-calling feature on Skype to confirm the caller's identity. Ask for the caller's username and search for it in Skype (you do not need to add them to the contacts to call them). 
• We are also able to use FaceTime to confirm identity

NOTE:

• With either option, some form of valid ID must be shown. Acceptable valid IDs include, but are not limited to: AggieCard, valid driver's license, or a passport.
• For Skype calls, the caller's face MUST be clearly visible to the consultant.
• If a person's account states they have opted out of over-the-phone resets and you have not visually verified their identity (see acceptable forms of identity above), you CANNOT generate an access code for them.

TIP: How to Reset a password from an OAL computer without logging in: