Frequently Asked Questions (FAQs)
1. What is the Self PIN Reset feature?It’s a new Wallet feature that allows employees to reset their Wallet PIN and/or security questions through self-service options or by submitting a reset request if both credentials are forgotten.
2. How can an employee reset their security questions?
If an employee remembers their Wallet PIN, they can go to Wallet Security Settings and update their security questions after confirming their PIN.
3. How can an employee reset their PIN?
If the employee has access to their security questions, they can answer them correctly in the Wallet settings to reset their Wallet PIN.
4. What if an employee forgets both their PIN and security questions?
The employee can initiate a Self PIN Reset Request via the Wallet interface. The request will go to the admin for review.
5. What happens after an employee submits a PIN Reset Request?
- The employee sees a Pending Approval screen with contact details.
- An admin reviews and either Approves or Rejects the request
On Approval: The employee is guided through an onboarding journey to:
- Create new security questions
- Set a new Wallet PIN
On Rejection: The employee sees a Request Rejected screen with contact details for further help.
6. Can admins track the status of reset requests?
Yes. All requests appear in the admin portal with the following statuses:
- Pending: Awaiting admin action
- Approved: Approved by admin; employee reset is in progress
- Rejected: Request was rejected
- Closed: Employee has successfully reset PIN and questions
7. What controls do admins have over reset requests?
Admins can:
- View and filter all PIN reset requests
- Approve or Reject requests through a modal that captures the reason
- Track actions and timestamps via a dedicated Audit Log for each request
8. Are there audit logs for each request?
Yes. Every request includes:
- Timestamps for submission, approval/rejection, and completion
- The admin’s reason for approval or rejection
- Full traceability of actions taken