How to reset an operator PIN

WHEN TO USE THIS

• Use this guide if:
  • An operator’s PIN has expired
  • An operator cannot sign activities due to an expired PIN
  • A supervisor needs to reset or change an operator’s PIN

PREREQUISITES

• Before starting:
  • You have access to the operator profile
  • The operator is present to enter a new PIN

STEPS

1. Open the operator profile

       If PIN has expired

      2. Click Reset PIN 

      If resetting manually:
      3. Click Change PIN

4. Hand the screen to the operator
5. The operator reads the acknowledgement
6. The operator checks I have read and agree to the terms of electronic signature use
7. Click Next
8. The operator enters a new 6-digit PIN
9. Re-enter the PIN to confirm
10. Take back the screen
11. Set the PIN expiry period
12. Check I certify that I have verified the identity of this person
13. Click Done
    
     

Admin-initiated reset:

1. Supervisor opens the operator profile and clicks Change PIN
2. The acknowledgement screen appears. Hand the screen to the operator
3. The operator reads the acknowledgement, checks the box, and enters their new 6-digit PIN twice
4. The supervisor takes back the screen, sets the expiry period, and checks I certify that I have verified the identity of this person
5. Click Done
    

EXPECTED RESULT

• After completing these steps:
  • The operator has a new active PIN
  • The operator can sign activities again
  • The reset and certification are recorded in the audit log

TROUBLESHOOTING

Issue: Operator cannot enter PIN

• Try: Ensure the PIN is exactly 6 digits
• Try: Confirm both PIN entries match

Issue: Reset option not visible

• Try: Check if the PIN is expired (shows Reset PIN)
• Try: Use Change PIN if resetting manually

Issue: Operator still cannot sign

• Try: Confirm the reset process was completed
• Try: Refresh the page and retry signing

STILL NEED HELP?

• Contact Support and include:
  • Operator name and employee ID
  • Description of the issue and screenshots if possible