The following are key points to remember when assisting a consumer who is resetting a password for their existing or newly created account.

• Password resets can only be done when the consumer is present.
• Only one password reset can be done per phone call to protect consumer privacy.
• ARC cannot give any hints on PIIs.
• The ARC can use the following consumer PII to verify the account info:
  • Full name
  • Username
  • Address
  • Email
  • Phone number

See the /assister-central/navigator-one-stop/policy-procedures/arc-service-line-procedures/arc-service-line-password-resets.jspPassword Reset procedure for additional information.