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Users who have set up their security answers - To verify the user is using the security answers they set up you need to go to My Tools/Search User and enter the person's information. In the resulting grid click on the pencil and in the upper left click on Personal Information. At the bottom of that page, you will find the security questions which you can view and change for the user. Be sure and Save the page if you make a change. Then tell the user to go to the login screen and request a password reset. It is best if you have them do this step and not do it yourself unless you know that they will be able to complete the process within the allowed two hours..
The second type of user will be one who has not set up security answers. The system requires these users to put together a pin composed of parts of their phone number, zip code, and their email address as identified in their profile. To verify the user is using the correct pin you need to go to My Tools/Search User and enter the person's information. In the resulting grid click on the pencil and you are taken to their profile page where you can view or update the information for them so they can request a password reset.
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