Prove who you are by phone (employees)
Who this is for: employees who call their organization's IT support line. If you are a customer of a company, read Prove who you are by phone (customers).
Before the assistant looks at your tickets or reports a problem for you, it checks who you are. Your organization chooses how.
Prerequisites
You need the detail that your organization uses for the check. It is one of these:
- your badge number;
- your PIN and the email address of your work account;
- the answer to your security question and the email address of your work account.
If you do not know which one your organization uses, the assistant tells you what it needs.
For a PIN or a security question, call from the phone number that is registered on your work account.
Prove who you are
- When the assistant asks, say your first name and last name.
- Give the other details that the assistant asks for:
- Badge number: say your badge number. The assistant repeats your name and asks you to confirm "the badge number you provided". It never repeats the digits. Say "yes", or correct what was wrong.
- PIN: say the email address of your work account. The assistant then asks you to type your PIN on the phone keypad.
- Security question: say the email address of your work account. The assistant then asks your security question. Say the answer.
- Listen to the result. The assistant tells you whether the check worked.
- If you already said what you need, the assistant continues with your request. Otherwise it asks how it can help.
Some organizations turn the identity check off. Then the assistant does not ask who you are, but it can only give general help, such as help articles and guided fixes. It cannot look at your tickets or report a problem for you. Ask for a person if you need that.
Result
The assistant knows who you are. It can now work with your tickets and requests.
If something goes wrong
- The assistant cannot understand your badge number. It can offer to let you type it on the keypad. Type the digits, then press the hash key (#).
- The assistant says that it could not verify you. It never says which detail was wrong. With a badge number, it asks you to repeat your name and badge number: check them and try again. With a PIN or a security question, it says that you can try again later or contact support.
- The assistant asks for your badge number although your organization uses a PIN or a security question. The PIN and the security question work only when the assistant can use the number you call from. If your phone hides its number, the assistant uses your badge number instead.
- The check fails although your PIN or answer is right. Call again from the phone number that is registered on your work account, or ask for a person.
- You failed too many times. For your security, your identity check is locked for some time. Your organization sets the number of tries and how long the lock lasts. With a badge number, the assistant tells you about how many minutes to wait and offers to pass you to a person. With a PIN or a security question, the assistant says that it could not verify you and that you can try again later or contact support. It does not say that your check is locked. The assistant may end the call. Wait before you call again, or ask for a person. While the lock lasts, you may also be unable to sign in to the Help Center or the mobile app. If you do not know your details, contact your IT department in another way.
- The assistant says that it cannot check your identity at the moment. It cannot help with your tickets on this call. Ask for a person, or call again later.
Never say a password on the phone. The assistant never asks for it.
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