CX Password Reset Assistance Process
# Password Reset Assistance
**Audience:** Customer Experience (CX)
**Support Tier:** First Line of Support
**Applies To:** Faculty, Staff, Students
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## Purpose
This article defines the standard process Customer Experience must follow when assisting users with password resets. Customer Experience is **always the first line of support** for password-related issues.
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## Required First Step
Before any troubleshooting begins, CX staff must:
1. Obtain the user’s **#700 number**
2. Check **Masterful** and/or **Argos** to determine whether the user has a **recovery email address** set
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## Support Decision Tree
- If a recovery email **is set**, proceed with self-service password reset assistance.
- If a recovery email **is not set or is incorrect**, assist the user in updating it in MyCentral before continuing.
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## Step 1: Verify Recovery Email
Ask the user:
> “Please confirm what your recovery email address is set as.”
Important:
- Do **not** read or offer the recovery email address to the user.
- The user must state it to you.
- Compare what the user states to what is listed in **Masterful** or **Argos**.
### Outcomes
- If the email **matches**, proceed to Step 2.
- If the email **does not match**, inform the user and assist them in updating it using the steps below.
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## How to Change Recovery Email in MyCentral
1. User navigates to **mycentral.ucmo.edu** and logs in.
2. User clicks their **initials** in the top-right corner.
3. User selects **My Account**.
4. User locates the **Personal Information** card.
5. User clicks **Update address, phone, email and emergency contacts**.
6. Under **Contact Information**, user clicks **Edit** next to Email.
This personal email is the recovery email.
7. User enters a personal email address they have access to.
8. User clicks **Save** (blue button in the email section).
9. CX staff confirms the update by asking the user to state the email address they entered and verifying it now matches in **Masterful** or **Argos**.
If successful, proceed to Step 2.
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## Step 2: Open Private or Incognito Browser
Have the user open an **Incognito** or **Private Browsing** window.
**Reason:**
SSO sessions persist. Logging out and back in often re-authenticates automatically. Private browsing ensures the password reset process functions correctly.
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## Step 3: Navigate to MyCentral
In the private or incognito window, have the user navigate to:
**https://mycentral.ucmo.edu**
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## Step 4: Initiate Password Reset
1. At the SSO login page, user clicks **Forgot Password**.
2. User enters their **username only** (do not include `@ucmo.edu`).
3. User clicks **Submit**.
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## Step 5: Recovery Email Delivery
1. Instruct the user to check their recovery email inbox.
2. If not received, have the user check their **spam/junk folder**.
### Outcomes
- If the email is received, user clicks the link and proceeds to Step 6.
- If the email is not received:
- Reconfirm the recovery email by having the user spell it out.
- Verify it matches **Masterful** or **Argos**.
- Confirm spam/junk has been checked.
If all confirmations are correct and no email is received, escalate.
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## Escalation: Account Issue Ticket
Create an account issue ticket and include:
- #700 number
- Confirmation recovery email is correctly set
- Confirmation spam/junk folder was checked
- That the password reset email was not received
- Steps already completed
Be succinct but detailed. The Accounts team requires actionable information.
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## Step 6: Set New Password
Walk the user through setting a new password.
Password requirements:
- Minimum **15 characters**
- **No uppercase letters**
- **No numerals**
- **No symbols required**
Have the user temporarily write the password down during entry.
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## Step 7: Test and Confirm
1. Have the user log in with the new password.
2. Confirm successful access.
### Outcomes
- If successful, document resolution and close the interaction.
- If unsuccessful, have the user re-enter the password carefully.
- If still unsuccessful, restart the reset process from Step 2.
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## Documentation Requirements
Every interaction must include:
- #700 number verification
- Recovery email verification outcome
- Steps taken
- Final resolution or escalation details