DESCRIPTION

CSC staff may issue customers a temporary personal identification number (PIN) if the CSR determines that the customer could benefit from gaining online access [e.g. customer can't pay their fees (reinstatement, statutory, service or administrative fees] at the time of their transaction may pay their fees online using a PIN).

<<<<<REVISION
Customers issued a temporary PIN from a CSC MUST log onto DMVnow within 24 hours and activate their temporary PIN. Once this PIN has been activated, the system will prompt the customer to select a passcode of their choice (passcodes must contain one special character, a number, a lower case letter, an upper case letter and must be between 12-16 characters long) and set up security questions before they can access their account and process transactions. Customers who activate their PIN can sign up for e-notifications for registration renewals, change their email address and/or phone number, and process a variety of transactions online or by using other preferred services.   END REVISION>>>>>

If the customer does not activate the temporary PIN within 24 hours, the system deletes it and the customer must call for another temporary PIN or request a PIN online.

PROCESSING AGENT - ISSUING TEMPORARY PIN:

1. Ask the customer if they want to apply to receive a temporary PIN:
   
   NOTE: A newly issued temporary PIN will override any previous PIN issued by DMV.
2. If the customer answers "Yes":
   1. Ensure (if not previously completed) the customer at the front window is who they claim to be (by verifying the customer's record.)
   2. Process the customer's request in accordance with data entry procedures.
      • If any error messages display indicating a temporary PIN cannot be issued, the CSR MUST:
        1. NOT process the PIN transaction, and
        2. Send a DL9 to Data Integrity (Location Code: 297) requesting they review the customer's PIN status. (Be sure to include the customer's phone number.)
        3. Inform the customer that they will receive a phone call (from the Data Integrity Work Center) once the issue has been resolved.
   3. Collect the customer's PIN receipt from the printer.
      • Receipts can NOT be reprinted. If a customer's transaction did not produce a receipt, re-key the PIN transaction.
      • Every PIN receipt will contain the last four digits of the customer number and the processing CSR's logon ID to assist in ensuring the customer receives the proper PIN receipt.
   
   <<<<<REVISION
   
3. Tell the customer: "Here is a temporary customer PIN. Please visit our website within 24 hours to activate this PIN. Once activated, our system will require you to set up your own passcode. If you have questions, DMV contact information is provided on this receipt."   END REVISION>>>>>
   • If the customer does not activate their temporary PIN within 24 hours, the system will delete the temporary PIN and the customer's transaction will not be recognized.
4. If the customer answers "No":
   1. Process the customer's request in accordance with data entry procedures.
      • If the customer requests more information, inform them that they can request a temporary PIN online or by calling back to DMV direct.
   2. Complete the customer's initial transaction, no further action is required.