If the case does not exist, create one for resetting the customers image. On the menu bar of the Case Details page, click Customer Resets.

4-20 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager

4. In the User Item list, select Unregister Devices.

5. In the Notes list, select the note you want to add.

6. Edit the default notes in the Notes field.

7. Click Submit.

4.9.5 Resetting OTP Profile

When a customers OTP profile is reset, the system deletes the contact information that is used to send the OTP. Out of the box, the user is asked to register contact information on next login, if the OTP profile is reset. OAAM deployments may choose to use both KBA and OTP. If that is the case, if the OTP profile is reset, but questions are still active, the customer is asked to reregister OTP information at the next login. To reset a customers OTP profile:

1. From the Cases Search page, search for an existing case for resetting the OTP

profile for the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for resetting the customers OTP profile.

3. On the menu bar of the Case Details page, click Customer Resets.

The Customer Resets screen is displayed. 4. In the User Item list, select Reset OTP profile. 5. In the Notes list, select the note you want to add. 6. Edit the default notes in the Notes field. 7. Click Submit. OTP Delivery Method Reset Example Jacob calls the CSR and requests that his OTP delivery method be reset and change from phone to SMS and provides a phone number for SMS. Carl the CSR performs these steps: 1. Carl searches for Jacobs logins and verifies with him about last login time and place. 2. Carl creates a case for Jacob and resets his OTP delivery method. 3. He asks Jacob to login again and verify the new OTP delivery method. 4. After he is done and confirms the new OTP working fine, Carl goes ahead and closes the case.

4.9.6 Resetting Virtual Authentication Device

A customer may sometimes ask to have the virtual authentication device reset. To reset a customers virtual authentication device:

1. From the Cases Search page, search for an existing case for resetting the virtual

authentication device for the customer, and if it does exist, click the case number in the results table. 2. If the case does not exist, create one for resetting the customers virtual authentication device.