OIT recently implemented a process change requiring a brief video call whenever you need our help to make changes to your account, such as resetting your password or making any changes to Duo (adding/removing devices, or requesting a bypass code).

Why Video Calls?

Previously, our Help Desk would ask questions to verify your identity over the phone. Now, for enhanced security and efficiency, we’re requiring a brief video call for identity verification. This means our agents will ask to see your face and a picture ID (like your university ID card or a government-issued ID) during the call.

This change is all about your protection and the safety of our campus.

Using video calls for account security and assistance is quickly becoming the standard across higher education and private industries alike, and these are the same questions you would have to answer if you were using our self-service tools to reset your password or manage Duo. While we respect your privacy, this is a necessary and required new policy, and no exceptions can be made.

Self-Service Options for Convenience

To help you avoid needing to call us, we strongly recommend these self-service options:

• Duo Backup Codes: Get your backup codes from our Duo website. Save these codes somewhere safe but convenient, like a password manager. If you don’t use one, consider our free 1Password service, which takes minutes to set up.
• Enroll a Second Device: Consider enrolling a second device for Duo (like a tablet or spare phone). A backup device provides an alternative way to authenticate if your primary device is unavailable.

Questions or Concerns?

For any questions or concerns regarding this new process, please contact the OIT Help Desk.

We appreciate your understanding and cooperation in keeping your accounts safe.