DBIC during password reset of an existing account

Last update:

Aug 21, 2026

The following procedure describes the DBIC flow during password reset of an existing account with a registered email address and phone number.

On the portal, tap Forgot password. Reset your password screen appears.
Tap Recover my account link. Let’s find your account screen appears.
Complete these boxes:
1. First name: Enter the user’s first name.
2. Last name: Enter the user’s last name.
3. Email: Enter the user’s primary email address.
4. Date of birth: Enter the user’s date of birth in MM-DD-YYYY format.
Tap Continue.
Note: An email with a 6-digit code is sent to the email address for verification.
In the Enter the 6-digit code box, enter the code, and then tap Continue.
In the Phone number box, enter your phone number along with your country code, select the appropriate country code from the dropdown list. For example, +1 XXX-XXX-XXXX.
Note: A text message with the 6-digit code is sent to the user’s phone
The Document-based Identity Confirmation process begins, for more information, see DBIC during account recovery.
After the user has completed the DBIC verification, the user is directed to Account recovered screen, tap Change password link. The Change your password screen appears.
Enter a new password in the New password and Confirm password box, and then tap Continue. The Sign in to your account screen appears.
In the Email or username box, enter the email address or username.
In the Password box, enter the new password, and then click Continue. The user is signed into the portal.

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