Password Registrar, Procedure for resetting passwords

This page contains information on how password registrars can assist customers needing to reset a password.

Procedure for Password Registrars to generate Password Reset Tokens for customers

This document contains information for assisting a customer with resetting a password via the IAM Support Application (ISA)

If a customer exhausts their options for self-service password recovery, and the customer has been properly validated, a registrar can assist the user with the account through ISA, which is located at

Ask the client to supply one of the following pieces of identifying information: UIN, NetID, or Name.  Enter it in the search term field and click Search:

 Welcome page

If one or more matches are found, name, UIN and NetID will be displayed.

Note: The maximum number of records that will display is 20. If more than 20 matching records are found, the customer’s record may not display. An alternative identifier may need to be entered and the search repeated.

Click the Get button aligned with the appropriate entry.

If you get a "no permission" message, this customer falls outside of your registrar abilities. If this is incorrect, please email with the situation.

Possible matches

Once identifying the correct account, the registrar can determine whether or not the customer has configured their Recovery Options, if they have Opted-Out of Self Service, and can even send a Password Token, if needed.

Verify that the “Opt-out indicator” is not set to “true” and that the client has provided at least one of the Password reset options (text number, call-back number, or email).

If the “Opt-out indicator is set to “true” the client will need to visit their campus help desk to have their password reset.

 Client account information

If you need to generate a Token for a customer, clicking the green Generate Password Token will take you to the following screen. You will have multiple ways of delivering a Password Token to the user, so ask them what works best for them, whether that’s the recovery options we have stored for them previously (the top 3 options), or if they prefer to have a one-time email, text or call back number used. (The bottom three, where you can type in a number or email address manually).

 Password token

A confirmation message will display, and the client will receive an email, voice callback, or text message containing instructions and a link with to the self-service password management application. The token you have created will be good for 24 hours. If they used the self-service reset options (not involving you), the token is good for 10 minutes.

Create client's password token

Keywords:registrar   Doc ID:53573
Owner:ID M.Group:University of Illinois Technology Services
Created:2015-07-02 11:23 CDTUpdated:2017-04-10 13:46 CDT
Sites:University of Illinois System, University of Illinois Technology Services
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