PINS ARE MASKED
PIN characters have been masked (*****) in the WorkFlows database since March 21, 2018.
When a customer cannot remember their PIN?
The following RECOMMENDATIONS are listed in order of best solutions:
- If they have an email address, encourage customers to use the “Forgot your Password?” link in the catalogue.
- This will ensure staff do not have access to a customer’s PIN, even temporarily
- Teaches customers how to solve the problem for themselves
B. Reset their PIN to the last four digits of their phone number, encourage customers to reset it once they have logged in to a computer or device.
- Staff can use other numbers/characters beyond customers phone number
- Staff can turn the keyboard to the customer and let them type it in themselves
BARRED USERS' PINS ARE CHANGED AUTOMATICALLY
BARRED customer accounts have their PIN automatically changed to a random number every night. This process was implemented on June 7, 2016, to block customers from accessing EPL digital resources.
Customers who have their cards restored after being BARRED (i.e. cards reported lost) will need to reset their PIN.