I want to reset a user's Telephony PIN

  • You can only reset a user’s Telephony PIN if you have an Administrative role and the user’s Telephony PIN is locked. You must speak to the user and confirm their identity before resetting their Telephony PIN.

    If the affected user is a Primary Administrator their Telephony PIN can only be reset by another Primary Administrator. If there aren’t any other Primary Administrators available then they will need to complete a Credentials Reset form, available from the Commercial Banking Online helpdesk. 

    1. Find the user on your Administration landing page, if you are unable to locate the user, you can Search for a user. Ensure you have the right user by double clicking on the user’s row to review their details, if required.
    2. Click Actions in the user’s row and select Manage security settings. The Manage security settings for this user screen is displayed, listing only those security settings you can currently change for the user.
    3. If your organisation has dual administration and there’s already a workflow item pending for the user, a message will be displayed to tell you that you cannot change the user’s security settings until the workflow item has been completed. 
    4. In order to protect the user’s security and that of your organisation, you need to confirm with the user that they have asked for these changes, and tick the box to confirm that you have had this conversation.
    5. Ensure Reset Telephony PIN is ticked.
    6. Complete any other security settings changes for the user, if required. 
    7. Once you’re ready, click Submit changes.
    8. Follow the on-screen instructions to authenticate the security setting change.
    9. If your organisation has single administration a message will be displayed confirming the user’s Telephony PIN has been reset. Click OK to close the message and return to your Administration page.

      If your organisation has dual administration, a workflow item will be created and another Administrator will need to review and approve the request before the Telephony PIN is reset. Click OK to close the message and return to your Administration page.
    10. Once you’ve authenticated the change, a message is displayed, confirming the user’s Telephony PIN has been reset. Click OK to close the message and return to your Administration page.
    11. Once the request is approved the user will be notified that their Telephony PIN has been reset and that they’ll need to create a new Telephony PIN.

How helpful is the information on this page?

Important legal information

Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service.

Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Telephone: 0207 626 1500.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Registration Number 119278.

Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all business customers will be covered.

Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on Lloyds Banking Group can be found at www.lloydsbankinggroup.com