bonaniibm Password Reset SOP
When to use
A user is locked out of, or cannot sign in to, their corporate account and needs their password reset. For service/shared accounts or MFA enrollment, route elsewhere.
Procedure
- Verify the requester's identity using the approved knowledge-based verification questions.
- Confirm the account is a standard corporate account (not a service or shared account).
- Trigger the reset via the self-service portal action.
- Send the temporary credential over the approved secure channel only.
Rules
- ALWAYS verify identity before initiating any reset.
- NEVER send a temporary password over an unverified or external channel.
- MUST require a forced change at next sign-in.
Example
A user messages: "I'm locked out and can't get into my laptop." Verify identity, confirm it is a standard account, trigger the portal reset, and deliver the temporary credential securely with a forced change on first login.