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Use case · Self-Care & Customer Care

Password / PIN Reset

Subscriber resets their portal login password via OTP verification.

Web PortalIAMNotification GW
CustomerPrimary actor
Self-Care & Customer CareCategory
3Modules involved

At a glance

Trigger

Customer forgot a password

Primary actor

Customer

Outcome

Customer back in their account securely

Main flow

The usual path from start to finish.

  1. 1
    Request reset

  2. 2
    Verify with a one-time code

  3. 3
    Set new password

  4. 4
    End other sessions

  5. 5
    Confirm

Exceptions & alternate flows

Too many attempts

Lock temporarily

Systems & modules involved

Web PortalIAMNotification GW

Business rules

KPIs to watch

Standards & references

TMF629Customer Management
TMF621Trouble Ticket
TMF683Party Interaction

Related pages

Web Portal→IAM_Generic_Infographic.html→Notification Gateway→Previous: Contact Detail Update→Next: Notification Preference Update→Telecom Use Case Library→

This page describes generic industry practice and public standards. It is not based on, and does not describe, any particular vendor's product or operator's systems.