Removing a registered email address or phone number in the MyGRCC portal for a user

Information

A user is unable to authenticate into their MyGRCC account because a One Time Passcode (OTP) has been sent to a phone number or email address that they do not have access to. An IT Support technician will need to remove the registered piece of information so they can authenticate a different way or be able to register a new phone number/email address.

Environment

• MyGRCC Portal
• PortalGuard 

Instructions

1. Verify the caller.
2. Log into MyGRCC Portal.
3. Click Support Desk Tools.
4. Search for the user by username or last name in User Search field
5. Select the desired user
6. Verify User is in the Selected User(s): list
7. Click Next >>
8. Click the radio button next to Clear Specific PG User Field
9. Under the Field/Feature dropdown menu:
   • Select Self-Service: Enrolled Email to remove the registered email address
     or
   • Select Self-Service: Enrolled Phone(s) to remove the registered phone number
10. Click Next >>
11. Click Execute
12.  The user will be prompted to add a new email address/phone number at next log in unless they choose to permanently suppress the notifications.