Service Description
If you are locked out of your accounts because you can't complete the multi-factor verification (e.g. due to getting a new phone), the IT Help Desk can help you regain access.
Standard Features
When you open a ticket and complete the form, you'll be able to choose one of these options:
- Add a phone number to my account - to receive a code via call/text
- Update/replace my existing number - to receive a code via call/text
- Reset my multi-factor registrations - to start the MFA registration process over
- Have a time-limited Temporary Access Pass (TAP) created - to allow you to update your verification methods
Optional Features
If you do not have access to a phone (e.g. your cell phone was lost, stolen, damaged), the IT Help Desk can help you install an authenticator web browser extension on your personal device that you can use to complete the multi-factor verification.
Note: In order to set up the authenticator extension, you will need to request a Temporary Access Pass (TAP) when you fill out this ticket (option 4). This will allow you to update your verification methods and add the browser extension.
Roles and Responsibilities
Requester Responsibilities:
- Requester is responsible for providing details related to the request including:
- Banner ID, date of birth, last 4 of social security number (to confirm identity)
- Old phone number (currently on file) and new phone number
IT Responsibilities:
- IT will communicate the status of the request to the user as needed.
How to Request
Click the Open a Ticket button and complete the request form.
If immediate assistance is required, please contact the IT Help Desk:
- Phone: 716-878-4357
- In Person: Butler Library 103 at the "Ask Us" desk (appointments are recommended)
Service Audience
Faculty, Staff and Students.
Service Level Agreement
Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).
| Service Level 1 - High |
|
| Response Time |
4 hours |
| Resolution Time |
1 business day |
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requestor) does not count toward the Resolution Time
Institutional Policies
Policy on the Use of Electronic Resources