Support Category: e-Signature PIN Reset


Specialist Notes:


Please send the following SR after resetting a user's e-Signature PIN.

IMPORTANT!


The DLC Administrators have informed us that auto-filling for e-Signature PINs has been disabled for security reasons. Passwords still work, but users must enter the information manually.


Please also remind users that their e-Signature username is case-sensitive. Should they experience issues entering it in all lowercase, please inform them to try all CAPS, and vice versa. 

If he issue persists, escalate.

Additionally, the DLC Administrators noted that depending on when a user was brought on, their e-Signature username may appear differently than the lowercase-and-number format we are accustomed to seeing. 


SAMPLE TICKET: 64396
The username is the first initial of their first name and their full last name, because they have been with the company much longer.


Please always check the user’s account directly. A user’s e-Signature username will always be what is listed on their account.


Should users receive the following error message after entering their PIN too many times incorrectly, the administrators have advised that they refresh the page and try again.


Canned Response Code: /Dexcom01


Standard Response:


Thank you for waiting! 

Your e-signature PIN has been reset. You will need to log out and then back into your Dexcom learning account to trigger this reset. When logging back in, you should be asked to set up your new e-Signature PIN. Kindly note that your e-Signature Username is [INSERT E-SIGNATURE USERNAME] and case-sensitive.  

Please let me know if you run into any issues.