Password Reset Operational Procedure

* VTOC staff are only authorized to reset passwords when individuals are present or on the telephone and can verify identity following the criteria below. We cannot reset passwords for other individuals (e.g. children or a spouse).

* Important: If you suspect that the caller is not the correct individual, do not reset the password. Escalate the problem to management (Rob Sprague/Joyce Landreth).

* The caller must provide 3 pieces of information that we can verify with the DAT.

* One of the pieces of information must be the VT ID#. No VT ID# = no password reset . If the caller cannot provide a VT ID#, the caller must contact one of the following groups to obtain a VT ID#. Refer the caller based on affiliation with Virginia Tech:

* Students: Students need to take their driver's licenses to the Hokie Passport Office (100 Student Services Building - on Washington St.) Students who are not local residents may call (540) 231-9331.

* New Students* - New Students need to speak with the admissions office or e-mail admiss@vt.edu.

* Faculty/Staff/Retirees: Faculty, Staff, and Retirees need to go to Personnel Services and see the receptionist at the main desk (usually Ginnie Murphy). They may also call the main desk at (540) 231-9331.

* Alums: Alums need to speak with the Alumni Association - (540) 231-6285.

* After you obtain their VT ID#, you should verify at least 2 other forms of identity. Other information can be:

* Date of birth

* Home/Local address

* Telephone number