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Security PIN

Updated

Overview

Your Security PIN is a 6-digit code used to verify your identity when you request sensitive actions — such as a password reset, a software install, or account changes — through THEO or the help desk. It is separate from your portal password and exists specifically to prevent social engineering attacks.

What the Security PIN Is For

When you ask THEO or a help desk technician to do something that could impact your account or devices, they need to confirm it's really you making the request. Your Security PIN is that confirmation.

Think of it like the PIN you give your bank to verify your identity over the phone — it's a shared secret between you and your IT provider that proves you're the authorized user, not someone pretending to be you.

Examples of actions that may require your PIN:

  • Requesting an account unlock or password reset
  • Approving a software installation on your device
  • Confirming an access-level change
  • Authorizing a sensitive THEO self-service request

Setting Up Your Security PIN

  1. Sign in to the portal and go to Trusted Devices in the sidebar.
  2. Select the Security PIN section.
  3. Click Set PIN.
  4. Enter a 6-digit PIN and click Confirm.

Your PIN is now active.

PIN Rules

The portal enforces basic rules to prevent easy-to-guess PINs. The following are not allowed:

  • All the same digit (for example, 000000 or 444444)
  • Sequential ascending numbers (for example, 123456)
  • Sequential descending numbers (for example, 654321)

Choose a PIN that is not obvious to someone who knows you. Avoid birth years, phone number fragments, or other personally identifiable numbers.

Changing Your PIN

  1. Go to Trusted Devices → Security PIN.
  2. Click Change PIN.
  3. Enter your current PIN, then enter and confirm your new PIN.
  4. Click Save.

PIN Lockout

If the wrong PIN is entered too many times in a row, the PIN will lock. The portal screen will display how long until the lockout expires. Once the timer runs out, you can try again.

If you're locked out and can't wait, you cannot reset your own PIN — this is intentional. If you could reset your own PIN to regain access, an attacker could do the same. To get your PIN reset:

  • Contact your IT provider directly — they can reset your PIN on your behalf after verifying who you are

Frequently Asked Questions

Why can't I reset my own PIN?

The Security PIN is specifically designed to stop someone who has already gained access to your email or portal from bypassing a security check. Allowing self-reset would defeat that purpose. Your IT provider can reset it for you after confirming your identity through a separate channel.

What happens if I forget my PIN?

Contact your IT provider. They can reset it. You'll then be able to set a new PIN through the Trusted Devices section.

Is my Security PIN the same as my portal password?

No. They are completely separate. Your password gets you into the portal; your PIN verifies your identity for sensitive requests made inside the portal (or to the help desk).

Do I have to set a Security PIN?

Your IT provider may require it for certain actions. If THEO prompts you for a PIN and you haven't set one, you'll be directed to set one before the request can proceed.

Where do I find my Security PIN if I forget it?

It's not stored anywhere you can look it up — that's by design. If you forget it, ask your IT provider to reset it.

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