BETTER FOR YOU TO READ THE ID Verification for MFA Reset FAQs

Step 1: Review the MFA Reset Ticket

• Check Ticket Type: Ensure the request is specifically for an MFA reset, such as:
  • Request for Google Backup Codes
  • Reset Security Key (Jumpcloud & Google)
    
  • Reset JumpCloud Protect
  • Reset Google 2FA
  • Reset Jumpcloud TOTP MFA
• Verify Requester’s Location: Check if the user is currently working on-site or remotely.
• Acknowledge Ticket and CC Manager/TL: Send an acknowledgment email to the requester, CC'ing their manager or team leader.
  
• Use the Ticket Template S. MFA RESET Acknowledgement
• Important Note: ID verification is only required for MFA resets to provide an extra layer of security due to the nature of multi-factor authentication. Password resets do not require ID verification as they do not involve this additional layer.

Step 2: Initiate Primary Contact and Begin ID Verification Process

• Remote Users: Attempt to contact the requester via their provided phone number. If there is no answer, check Google Chat to see if the user is online.
• On-Site Users: Assist directly on-site and request the user’s Infinit-O ID (or, if unavailable, a government-issued ID) to confirm identity.
• Importance of ID Verification: This step is crucial to prevent unauthorized access, as the ID verification safeguards against scams, impersonation, and unauthorized requests.
• Alternate Verification: If the user does not have a company or government-issued ID, verify their identity by consulting with their manager or team leader.
• Privacy Note in Communication: Inform the user that no video or image recording will take place during ID verification, in compliance with the Data Privacy Act of 2012.

Step 3: Conduct Video Call for ID Verification

• Remote Users: Arrange a video call via Viber or Zoom to verify the requester’s ID. Ask the user to display their Infinit-O ID (or government ID) clearly on camera for visual confirmation.
• On-Site Users: Conduct the verification in person. Request that the user show their Infinit-O ID (or government ID) in person to confirm their identity directly.
• Important Note: Ensuring this visual ID verification is vital, as MFA reset security is a defense against impersonation and scam threats.

Step 4: Complete MFA Reset During Verification Process

• Remote Users: Once the user’s ID is verified via video, proceed with the MFA reset during the call to ensure immediate completion.
• On-Site Users: After confirming the ID in person, initiate and complete the MFA reset promptly.
• Guide the User Through Setup: For both remote and on-site users, assist them with setting up their new MFA. Walk them through the necessary steps to ensure they understand the process, such as configuring backup codes, linking devices, or setting up authenticator apps.
• Provide Additional Support if Needed: Offer to answer any questions and verify that the user’s new MFA setup is functioning correctly before concluding.

Step 5: Document and Close the Ticket

• Record ID Verification Details: Document that ID verification was successfully completed, noting the type of ID used (Infinit-O or government-issued) and whether the user was verified on-site or remotely.
• Emphasize Security Notes: Indicate that MFA reset requests followed security protocols, noting that these measures are in place to protect against impersonation and unauthorized access attempts.
• Close the Ticket: Mark the ticket as resolved, ensuring all steps and communication are fully documented, including the verification method (remote or on-site).
  
• Use the Ticket Template S1. MFA RESET Closing