Forgot Username (FI Mode only)

Description: In this topic, the user will learn how to recover their username from the DCI login page.

1. The DCI Portal provides a forgot username function on the login page:

   1. Web Portal - Click the Forgot your username? blue hyperlink on the login page

   2. Mobile app – Click the Forgot Username? blue hyperlink on the login page

   3. Mobile Web – Click the Forgot your username? blue hyperlink on the login page

2. For Web Portal and Mobile Web, enter your email address, phone number, or both (at least one field is required) and click the blue Continue button.

   1. For Mobile App, enter your email address, phone number, or both (at least one field is required) and click the blue Next button.

3. A message displays indicating: “If a profile was found matching the information provided, you will receive an email. If you do not receive an email, contact Support at: [Support email and phone number].”

4. Locate the Recovery Link email sent by return@dcisoftware.com to continue the username recovery process.

   1. Note: Your instance may be using a customized email address

   2. Check spam if the email is not received in the inbox

5. Click the Recover Username link in the email.

   1. Please note:

      1. The Recover Username button link is only active for a specific amount of time (determined by the organization - typically 24 hours)

      2. After clicking the Recover Username button in the email, if the link is inactive, an alert appears stating "Invalid Token. Please contact your DCI administrator." Select the Resend the email button and proceed back to step 4.

      3. IMPORTANT! If the account does not have enough information on file to verify the identity (e.g. missing security question, missing date of birth, missing SSN data), users will not be able to complete the Forgot Username process online. In this case, users may see the message: "Not enough details are available on your account to recover your username online. Please call Customer Service for assistance." To continue, users should contact a live agent who can help update the account information and restore access to self-service recovery options.

6. The Security Verification screen displays the verification methods available and applicable to the profile type:

   1. Option 1: Enter the security question answer

      1. Please note: Security question answer is case sensitive and must be entered exactly as when created

   2. Option 2:

      1. Enter last four digits of SSN (Social Security Number)

      2. Select DOB (Date of Birth) by selecting Month, Day, and Year from the drop-downs

         1. Important: Users have up to three attempts to complete identity verification. An attempt is unsuccessful if the information entered does not identify exactly one Portal account. After the third unsuccessful attempt, the verification link expires. Users are directed back to the login screen, and their profile is locked. A Supervisor or another authorized user must unlock the profile before they can restart the recovery process.

   3. Click the blue Verify button. A success notification is displayed with the message: “Your username has been sent to your email”

7. Locate the next email sent by return@dcisoftware.com to recover the username.

   1. Note: Your instance may be using a customized email address

   2. Check spam if the email is not received in the inbox

   3. This email includes the profile’s username and a link to return to the login page.

8. Click the blue Sign In to Your Account link in the email to return to the login page.

9. The DCI profile login page displays:

   1. Enter the username

   2. Enter the password

   3. Click the blue Sign In button

10. The username has now been recovered.