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After attempting to sign in with your email address or mobile phone number, what happens next depends on the result of that first matching validation.

If Your Email Address or Mobile Number IS Unique

If the email address or mobile phone number used to sign in matches a verified, unique account in the system, the Password page is displayed and the user is prompted to enter their secure password. This is known as the “happy path” experience and applies to the majority of users following their initial login to the new system.

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1. The Password page is display. Enter your secure password in the input field.

2. Click “Sign In” to continue to your destination application.

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If Your Email or Mobile Number is NOT Unique (Duplicate)

If the email address or mobile phone number used for sign in is not a unique match to an account found in the system, another user has already validated that specific attribute in the new system. The system will

Steps:

After entering your email or mobile number on the Sign In page:

1. If the system identifies a duplicate email or mobile number, the Username page is displayed. Enter your legacy username to continue.

2. If the system does not find a duplicate, but identifies that the email or mobile number has not been validated, the Password page is displayed. Enter your secure password to continue.

• If an authenticated user is found to have a duplicate email or mobile number in the system and has not been validated, the UI should ask the user if they have another mobile number. If not, system should ask if they have an additional email address.

• If user enters in a different email and/or phone, the system should query for status.

• If not unique, the system should prompt them to contact helpdesk. 

• If unique, the system should generate a code via the method they entered and prompt the user to validate account. 

• Once a user successfully validates their account, the UI should advise the user that this method should be used for future sign in.

• The system should check the users password to see if a password reset is required.

  • If password reset is not required, user should be auto logged in and proceed to where they need to go.

  • If a password reset is required, the user should be prompted to reset their password. If the password matches the new requirements, the system should save the new password in the database and the user should be auto logged in and proceed to where they need to go.

When this happens, the individual user who signs in and validates the attribute first will take ownership of that attribute and validate it. Any subsequent attempts to use that attribute by another user will get an error message and will be prompted to 1) use the other method; or 2) enter an alternate email or phone number that can be validated using the Verification process.

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How will the user know that the credential used is not unique?
If the email address or mobile phone number entered is not unique, an error message displays like the one shown below.

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Example Workflow:

1. On the Sign In page: the user enters her email address.

2. The validation service finds the email address is being associated with two or more accounts. Error message is displayed.

3. User has several options:

   1. Change the preferred method of contact and enter a new unique attribute. (ex: select Use email instead or Use mobile phone instead.)

   2. Click on the Recover Account link to get help recovering your sign in credentials or password.

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If Your Email or Mobile Number is Not Validated

If Your Email or Mobile Number is Not Found

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Step 2: Enter Your Secure Password

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