Account PIN and password reset
How do we reset an account PIN or password with the customer proving identity on a secure screen, setting the new credential themselves, and getting the change notice the rules require?
Let the customer prove identity and set the credential on their own screen. Callvu takes the reset request from any channel, chases the identity proof through the secure path the rules accept (a one-time passcode to the device on file, an app approval, an identity document check for a customer who has lost the device, or an in-store check, never a biographical question alone), lets the customer set the new PIN or password on a secure screen the agent never sees, applies the credential rules and the cooling period that holds SIM changes and ports after a reset, writes the credential and the reset event to the account in the BSS, the system of record, and sends the change notice to the address of record immediately. Live at AT&T.
Live at AT&TSimpleCallvu moves: chase and verify, write back
Last updated November 7, 2026.
The problem today
The agent reset the PIN to the last four digits of the account number, read it aloud, and the caller was not the customer.
The account PIN is the key to everything else: with it, a caller can change the SIM, request a port, add a user or see the call records. Resets are the softest point: an agent, wanting to help a frustrated caller, resets the PIN after a date of birth and an address, both of which are for sale. The notice that would have warned the real customer goes to the email the caller just changed.
The CPNI rules require a password not based on readily available biographical or account information, a backup authentication for a lost password that is itself not biographical, notification of password and address changes to the address of record, and records; the SIM swap rules add the cooling period logic many carriers adopt after a credential change. The customer can set the credential on their own screen; the agent should only start the request.
A credential the customer set on a screen the agent never saw is a credential the carrier can defend.
How it runs
From the requestto the system of record.
A customer asks to reset or set the account PIN or the online password, in the app, on the website, in the contact center, in a store or through an AI assistant. Callvu opens the reset on the account.
- Customer (the account holder, or an authorized user for their own online password)
- Proves identity and sets the new credential on a secure screen, and receives the change notice.
- Agent
- Starts the request and sees only the result.
- Callvu
- Chases the identity proof, enforces the method, captures the credential securely, applies the rules and the cooling period, writes and notifies.
Chase and verify identity
The customer is sent to the secure path: a one-time passcode to the device on file, an app approval, or for a customer without the device an identity document captured and checked with a liveness match or an in-store check; the method is chosen by rule from what the customer has, a failure steps up, and the attempts are limited; biographical questions are never the method.
Set the credential
The customer sets the new PIN or password on a secure screen (in the app, from a link, or on a store tablet turned to them) under the credential rules (length, not the account number or the phone number, not a recent credential); the agent never sees or hears it; a reset on an account with an open takeover case or a lock routes to the fraud desk through the takeover process.
Write back
The credential (hashed) and the reset event with the method, the channel and the time are written to the account in the BSS, the system of record; the cooling period the policy sets holds SIM changes and port-outs for the period after the reset unless the holder authenticates again on the existing device.
Notify
The change notice goes immediately to the address of record as it stood before the change (the email, a text to the line, the app) without revealing the credential, with a way to report that the change was not the customer's, which opens the takeover case.
Where it ends: The customer proved identity through a method the rules accept and set a credential no agent saw, the account holds the event with the cooling period applied, and the prior address of record was told at once. The Decision Trace shows the method and the rules applied; the Audit Trace shows the attempts, the set, the write and the notice with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel; the proof and the credential on the customer's own secure screen, or a store tablet turned to them.
The back office
Agents start requests and see results; the fraud desk sees only resets on flagged accounts through the takeover process.
The Decision Desk
- A reset on an account with an open takeover case or a lock goes to the fraud desk in the Decision Desk through the takeover process with only the allowed outcomes; a standard reset needs no reviewer.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
Every run produces a Decision Trace (why each AI action was allowed) and every workflow execution an Audit Trace (the chronological governance record).
ENF-03 · Self-asserted · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
How does the customer prove identity for a reset?
With a one-time passcode to the device on file, an app approval, an identity document with a liveness check if the device is lost, or an in-store check; never a date of birth or an address.
Does the agent see the new PIN?
No. The customer sets it on a secure screen in the app, from a link, or on a store tablet turned to them; the agent sees only that it was set.
Where does the change notice go?
Immediately to the address of record as it stood before the change, without revealing the credential, with a way to report that the change was not the customer's.
Related processes
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