In-Person (Intranet) Requestors

Registration and Customer Support (RCS) Screen Package

Table of Contents
Registration and Customer Support (RCS) Screen Package .......................................................................... 1
USERSRCH - User Search Bar ......................................................................................................................... 7
User Search ................................................................................................................................................... 7
User Search – Home Page for RCS ............................................................................................................ 7
Telephone/FO In Person/FO On Phone. Search by Own SSN ................................................................... 8
Telephone/FO In Person/FO On Phone. Search by Own username ......................................................... 9
Telephone/FO In Person/FO On Phone. Search by username. IENP ...................................................... 11
Telephone/FO In Person/FO On Phone. Special Indicator is present in SSN .......................................... 12
Telephone/FO In Person/FO On Phone. Death Indicator ....................................................................... 13
Telephone/FO In Person/FO On Phone. Under age................................................................................ 14
Telephone/FO In Person/FO On Phone. SSN not found. ........................................................................ 15
Telephone/FO In Person/FO On Phone. Cancel account ........................................................................ 16
Search Results ............................................................................................................................................. 17
Search Results - No Account. Telephone/FO In Person/FO On Phone. .................................................. 17
Search Results - Account pending Active. FO In Person. Search by SSN................................................. 18
Search Results - Account pending. Issued code expired. FO In Person. Search by SSN ......................... 19
Search Results - Account pending active/Locked. No access to issued code. Telephone/FO On Phone.
Search by SSN.......................................................................................................................................... 20
Search result - Account pending Issued code expired. Telephone/FO On Phone. Search by SSN ......... 21
Telephone/FO In Person/FO On Phone. Blocked.................................................................................... 22
Search Results - In Person – Suspended. No Account with a role .......................................................... 23
Search Results - In person - No Account with Restricted block .............................................................. 24
Search Results -Telephone - No Account suspended without the role .................................................. 25
Search Results -Telephone - No Account with Restricted block ............................................................. 26
Transaction History ..................................................................................................................................... 27
Block Access ................................................................................................................................................ 27
Account Management ................................................................................................................................ 28
Account Summary - Telephone/FO on Phone. Standard Account ......................................................... 28
Account Summary - FO in Person. Standard Account............................................................................. 29
Account Summary - Telephone/FO on Phone. Standard Account ......................................................... 29
Account Summary - FO in Person. Standard Account............................................................................. 30
Account Summary - Telephone/FO on Phone. Standard Account ......................................................... 30
Account Summary - FO in Person. Extra Security Account ..................................................................... 31
Account Summary- Telephone/FO on Phone. Extra Security Account ................................................... 31
Account Summary - FO in Person. Extra Security Account ..................................................................... 32

Account Summary- Telephone/FO on Phone. Extra Security Account ................................................... 32
Account Summary - Telephone/FO on Phone. Extra Security Account. Security Code Verification. ..... 33
Account Summary - Telephone/FO on Phone. Extra Security Account. Security Code Verification. ..... 33
Account Summary - Telephone/FO on Phone. Extra Security Account. Text Code Not Verified ........... 34
Account Summary- FO in Person. Standard. Unlocked........................................................................... 38
Account Summary- Telephone/FO on Phone. Standard. Locked ........................................................... 38
Account Summary- Telephone/FO on Phone. Standard. Unlocked ....................................................... 39
Account Summary- FO in Person. Get Reset Code Pending ................................................................... 39
Account Summary- Telephone/FO on Phone. Get Reset Code Pending ................................................ 40
Account Summary - FO In Person ........................................................................................................... 40
Account Summary - FO Telephone ......................................................................................................... 41
Create Account............................................................................................................................................ 42
Create Account - Verify Identity ............................................................................................................. 42
Standard Account - Add Extra Security ................................................................................................... 43
We cannot verify the address against our records ................................................................................. 43
Standard Enrollment – Mail .................................................................................................................... 44
Standard Enrollment – Mail Identity Service Provider ........................................................................... 44
Extra Security Account with Address on ID............................................................................................. 45
Extra Security Account Mailed with Address Not on ID.......................................................................... 45
Standard Account with Address on ID .................................................................................................... 46
Add Security ................................................................................................................................................ 46
Add Extra Security. Do you want to add extra security to your account? .............................................. 46
Add Extra Security: Enter Address .......................................................................................................... 47
Add Extra Security. We cannot verify the address against our records. ................................................ 47
Extra Security Letter................................................................................................................................ 48
Extra Security-We cannot verify the customer address. Refused external address check .................... 48
Extra Security. The identification document does not show the customer's address. .......................... 49
Change Email............................................................................................................................................... 49
Cancel Account............................................................................................................................................ 50
Get Temporary Password ........................................................................................................................... 50
Get Temp Password ................................................................................................................................ 50
Address cannot be verified ..................................................................................................................... 51
Unable to verify address ......................................................................................................................... 51
Address Verification on phone ............................................................................................................... 52
Address Verification in person ................................................................................................................ 53
Address Verification on phone ............................................................................................................... 53
Get Temp Password – Confirmation ....................................................................................................... 54

Get Reset Code ........................................................................................................................................... 54
Get Reset Code - Address cannot be verified ......................................................................................... 54
Get Reset Code – Extra Security Account. Unable to verify address ...................................................... 55
Get Reset Code – Address Verification on phone ................................................................................... 55
Get Reset Code – Address Verification in person ................................................................................... 56
Get Reset Code – Address Verification on phone ................................................................................... 57
Get Reset Code - Confirmation ............................................................................................................... 57
Remove Extra Security ................................................................................................................................ 58
Remove Extra Security ............................................................................................................................ 58
Remove Extra Security - Enter Address .................................................................................................. 58
Remove Extra Security - We cannot verify the address against our records.......................................... 59
Remove Extra Security - We cannot remove extra security by Phone. Refused External Check ........... 59
Error Pages .................................................................................................................................................. 60
SYSTEMERROR - Unexpected system error ............................................................................................ 60
ICDBWAES - PCOM Window Open – Extra Security................................................................................ 60
ICDBWCA - PCOM Window Open – Create Account............................................................................... 60
ICDBWM - PCOM Window Open – Temporary Password or Reset Code ............................................... 61
ICDBWRES - PCOM Window Open – Remove Extra Security.................................................................. 61
Help Screens................................................................................................................................................ 62
CATOS

- Online Account Terms and Conditions ................................................................................ 62

HIS - Sign in ............................................................................................................................................. 63
HCAVI - Create Account - Verify Your Identity ........................................................................................ 64
HCACA - Create Account – Account Details ............................................................................................ 65
HCAVI - RIRDL - Create Account - Verify Your Identity and I.D. .............................................................. 66
HVYIC - Create Account - Identity Verification Options .......................................................................... 67
HDLVRF - Create Account - Capture Your Photo Instructions................................................................. 67
HFUPLD - Create Account - Capture Your Photo Completion................................................................. 68
HMDLE - Create Account - I.D. Type ....................................................................................................... 68
HSYDO - Create Account - Activation Code Delivery Options ................................................................. 69
HECYR - Create Account - Enter Your Activation Code ........................................................................... 69
HFIVRF - Create Account - Financial Identification ................................................................................. 70
HFAVI - Finish Setting Up Your Account - Verify Your Identity ............................................................... 70
HFACA - Finish Setting Up Your Account - Create Account..................................................................... 71
HFACA - Finish Setting Up Your Account - Create Account Provide Email.............................................. 72
HAES - Add Extra Security ....................................................................................................................... 73
HPYCPN - RIR - Get Your Security Code - Cell Phone .............................................................................. 73
HPYCPN - EMAIL - Get Your Security Code – Email ................................................................................. 74

HPYCPN - RIL - Get Your Security Code - Security Has Improved ........................................................... 74
HVCPN - Verify Cell Phone Number ........................................................................................................ 75
HVCPN - Verify Cell Phone Email ............................................................................................................ 75
HESCTM - Enter Security Code – Cell Phone ........................................................................................... 75
HESCTM - Enter Security Code – Email ................................................................................................... 76
HCYCPNPI - Get Reset Code – Provide Address Information .................................................................. 76
HCYCPNRL - Do You Have... Reset Code Letter? ..................................................................................... 77
HMTPPI - Get Temporary Password – Provide Address Information ..................................................... 77
HNCA

Created an account online ...................................................................................................... 78

HNCAES - Created an account online (with extra security) .................................................................... 79
HNACE - Create an account online - Emailed activation code ................................................................ 79
HNACM - Create an account online - Mailed activation code ................................................................ 80
HNAES - Added extra security online ...................................................................................................... 81
HNRCO - Request to reset security code online ..................................................................................... 82
HNCAIP - Created a standard account in person .................................................................................... 83
HNCAIPES - Created an account in person (with extra security) ............................................................ 84
HNUAIP - Upgraded account in person................................................................................................... 85
HNRCP - Request to reset security code in person ................................................................................. 86
2.

RUACT- Retrieve User Account ........................................................................................................... 89

3.

Create Account.................................................................................................................................... 90
3.1

CAVI- Create Account – Verify Address ...................................................................................... 90

3.2

CATOS - Printable version of Terms and Conditions ................................................................... 91

3.3

Create Account – Need External Verification- EXTOS ................................................................. 92

3.4

YWES - Do You Want Extra Security............................................................................................ 92

3.5

ENROLLC -Successful Enrollment Confirmation - Handed or Mailed (Formerly SEESE) ............. 93

3.6

ENROLLC - Successful Enrollment Confirmation -Extra Security Code Mailed (Formerly SEESM)
93

3.7
ENROLLC- Successful Enrollment Confirmation - Only Standard Security received because
address did not verify (Formerly SUES) .................................................................................................. 94
3.8

ENMAIL Standard Enrollment – activation code mailed ............................................................. 94

3.9
ENMAIL- Standard enrollment - activation code mailed - refused the Identity Services Provider
check 95
4.

Account Management Screen In person ............................................................................................ 96
4.1

Account Management Screen – On Phone ................................................................................. 97

4.2

Account Management Screen- Before the Send Security Code On Phone ................................ 98

4.2 Email Temporary Password on Phone .............................................................................................. 98
5.

Add Extra Security ............................................................................................................................... 99
5.1

AXSEAC Add Extra Security to Existing Account.......................................................................... 99

5.2

AXSEAD - Add extra Security Enter Address ............................................................................... 99

5.3

AXSNEV-Add Extra Security Need External Verification ........................................................... 100

5.4

CAES - Cannot Add Extra Security ............................................................................................. 100

5.5

CAES- Cannot Add Extra Security .............................................................................................. 101

5.6

CUCM - Confirmation - Upgrade Code Mailed.......................................................................... 101

5.7

CESA -Confirmation- Extra Security Added; upgrade code received in office .......................... 102

6.

Remove Extra Security ...................................................................................................................... 103
6.1

REMEXSEC -Remove Extra Security (in person) ........................................................................ 103

6.2

ACMGMT Screen – Remove Extra Security Successful ............................................................. 103

6.3

RXSEAD -Remove Extra Security - Enter Address...................................................................... 104

6.4

RXSNEV -Remove Extra Security - Need External Verification .................................................. 104

6.5

RXSER-Remove Extra Security – External Verification Failed ................................................... 105

7.

Get Reset Code.................................................................................................................................. 106
7.1

L23AVIP - Level 2 or 3 Address Verification In Person .............................................................. 106

7.2

RCPC -Reset Code Print Confirmation (Reset Code) in Person ................................................. 107

7.3

IPL3FXV – LOA 2or 3 Failed External Verification in person ..................................................... 107

7.4

L23AVP -L2 or L3 Address Verification (Reset code) on Phone ................................................ 108

7.5

L23AVCP -Level 2 or 3 Address Verification Confirmation (Reset Code) .................................. 109

7.6

CVCA- Cannot Verify Customer Address (Reset Code) On Phone ............................................ 109

7.7

CVCA -Cannot Verify Customer Address (Reset Code) On Phone ............................................ 110

8.

Change Email – CEML ........................................................................................................................ 110

9.

Get Temporary Password.................................................................................................................. 111
9.1

L23AVIP- Level 2 or 3 Address Verification (Temporary Password) In Person ......................... 111

9.2

RCPC - Temporary Password Print Confirmation (Temporary Password) In Person ................ 112

9.3
IPL3FXV - LOA2 or 3 Failed External Verification In Person Dynamic View- Mailing Temporary
Password - Password Mailed ................................................................................................................ 112
9.4

L23AVP-Level 2 or 3 Address Verification (Temporary Password) On Phone Dynamic View... 113

9.5

L23AVCP - Level 2 or 3 Address Verification Confirmation (Temporary Password) on Phone . 113

9.6

CVCA- Cannot Verify Customer Address ................................................................................... 114

9.7

CVCA - Cannot Verify Customer Address .................................................................................. 114

10.

Cancel Account- Confirmation-CACM ........................................................................................... 115

11.

Block Account – Confirmation ...................................................................................................... 115

12.

THIST -Transaction History ............................................................................................................ 116

USERSRCH - User Search Bar

User Search
User Search – Home Page for RCS

Telephone/FO In Person/FO On Phone. Search by Own SSN

Telephone/FO In Person/FO On Phone. Search by Own username

Telephone/FO In Person/FO On Phone. Search by SSN. IENP

Telephone/FO In Person/FO On Phone. Search by username. IENP

Telephone/FO In Person/FO On Phone. Special Indicator is present in SSN

Telephone/FO In Person/FO On Phone. Death Indicator

Telephone/FO In Person/FO On Phone. Under age

Telephone/FO In Person/FO On Phone. SSN not found.

Telephone/FO In Person/FO On Phone. Cancel account

Search Results
Search Results - No Account. Telephone/FO In Person/FO On Phone.

Search Results - Account pending Active. FO In Person. Search by SSN.

Search Results - Account pending. Issued code expired. FO In Person. Search by SSN

Search Results - Account pending active/Locked. No access to issued code.
Telephone/FO On Phone. Search by SSN

Search result - Account pending Issued code expired. Telephone/FO On Phone. Search
by SSN

Telephone/FO In Person/FO On Phone. Blocked

Search Results - In Person – Suspended. No Account with a role

Search Results - In person - No Account with Restricted block

Search Results -Telephone - No Account suspended without the role

Search Results -Telephone - No Account with Restricted block

Transaction History

Block Access

Account Management

Account Summary - FO in Person. Standard Account

Account Summary - Telephone/FO on Phone. Standard Account

Account Summary - FO in Person. Standard Account

Account Summary - Telephone/FO on Phone. Standard Account

Account Summary - FO in Person. Standard Account

Account Summary - Telephone/FO on Phone. Standard Account

Account Summary - FO in Person. Extra Security Account

Account Summary- Telephone/FO on Phone. Extra Security Account

Account Summary - FO in Person. Extra Security Account

Account Summary- Telephone/FO on Phone. Extra Security Account

Account Summary - Telephone/FO on Phone. Extra Security Account. Security Code
Verification.

Account Summary - Telephone/FO on Phone. Extra Security Account. Security Code
Verification.

Account Summary - Telephone/FO on Phone. Extra Security Account. Text Code Not
Verified

Account Summary- FO in Person. Standard (Extra Security Pending)

Account Summary- Telephone/FO on Phone. Standard (Extra Security Pending)

Account Summary- Telephone/FO on Phone. Standard. Blocked

Deny Unblock

Account Summary- Telephone/FO on Phone. Standard. Unblocked

Account Summary- FO in Person. Standard. Locked

Account Summary- FO in Person. Standard. Unlocked

Account Summary- Telephone/FO on Phone. Standard. Locked

Account Summary- Telephone/FO on Phone. Standard. Unlocked

Account Summary- FO in Person. Get Reset Code Pending

Account Summary- Telephone/FO on Phone. Get Reset Code Pending

Account Summary - FO In Person

Account Summary - FO Telephone

Create Account
Create Account - Verify Identity

Standard Account - Add Extra Security

We cannot verify the address against our records

Standard Enrollment – Mail

Standard Enrollment – Mail Identity Service Provider

Extra Security Account with Address on ID

Extra Security Account Mailed with Address Not on ID

Standard Account with Address on ID

Add Security
Add Extra Security. Do you want to add extra security to your account?

Add Extra Security: Enter Address

Add Extra Security. We cannot verify the address against our records.

Extra Security Letter

Extra Security-We cannot verify the customer address. Refused external address check

Extra Security. The identification document does not show the customer's address.

Change Email

Cancel Account

Get Temporary Password
Get Temp Password

Address cannot be verified

Unable to verify address

Address Verification on phone

Address Verification in person

Address Verification on phone

Get Temp Password – Confirmation

Get Reset Code
Get Reset Code - Address cannot be verified

Get Reset Code – Extra Security Account. Unable to verify address

Get Reset Code – Address Verification on phone

Get Reset Code – Address Verification in person

Get Reset Code – Address Verification on phone

Get Reset Code - Confirmation

Remove Extra Security
Remove Extra Security

Remove Extra Security - Enter Address

Remove Extra Security - We cannot verify the address against our records

Remove Extra Security - We cannot remove extra security by Phone. Refused External
Check

Error Pages
SYSTEMERROR - Unexpected system error

ICDBWAES - PCOM Window Open – Extra Security

ICDBWCA - PCOM Window Open – Create Account

ICDBWM - PCOM Window Open – Temporary Password or Reset Code

ICDBWRES - PCOM Window Open – Remove Extra Security

Help Screens
CATOS - Online Account Terms and Conditions

HIS - Sign in

HCAVI - Create Account - Verify Your Identity

HCACA - Create Account – Account Details

HCAVI - RIRDL - Create Account - Verify Your Identity and I.D.

HVYIC - Create Account - Identity Verification Options

HDLVRF - Create Account - Capture Your Photo Instructions

HFUPLD - Create Account - Capture Your Photo Completion

HMDLE - Create Account - I.D. Type

HSYDO - Create Account - Activation Code Delivery Options

HECYR - Create Account - Enter Your Activation Code

HFIVRF - Create Account - Financial Identification

HFAVI - Finish Setting Up Your Account - Verify Your Identity

HFACA - Finish Setting Up Your Account - Create Account

HFACA - Finish Setting Up Your Account - Create Account Provide Email

HAES - Add Extra Security

HPYCPN - RIR - Get Your Security Code - Cell Phone

HPYCPN - EMAIL - Get Your Security Code – Email

HPYCPN - RIL - Get Your Security Code - Security Has Improved

HVCPN - Verify Cell Phone Number

HVCPN - Verify Cell Phone Email

HESCTM - Enter Security Code – Cell Phone

HESCTM - Enter Security Code – Email

HCYCPNPI - Get Reset Code – Provide Address Information

HCYCPNRL - Do You Have... Reset Code Letter?

HMTPPI - Get Temporary Password – Provide Address Information

HNCA Created an account online

HNCAES - Created an account online (with extra security)

HNACE - Create an account online - Emailed activation code

HNACM - Create an account online - Mailed activation code

HNAES - Added extra security online

HNRCO - Request to reset security code online

HNCAIP - Created a standard account in person

HNCAIPES - Created an account in person (with extra security)

HNUAIP - Upgraded account in person

HNRCP - Request to reset security code in person

2.

RUACT- Retrieve User Account

3.

Create Account

3.1

CAVI- Create Account – Verify Address

3.2

CATOS - Printable version of Terms and Conditions

3.3

Create Account – Need External Verification- EXTOS

3.4

YWES - Do You Want Extra Security

NOTE: Throughout this packet, several screens with the same screen name, such as ENROLLC, but
different narrative descriptions, indicate dynamic variations of one screen in the RCS code.

3.5
ENROLLC -Successful Enrollment Confirmation - Handed or Mailed (Formerly
SEESE)

3.6
ENROLLC - Successful Enrollment Confirmation -Extra Security Code Mailed
(Formerly SEESM)

3.7
ENROLLC- Successful Enrollment Confirmation - Only Standard Security received
because address did not verify (Formerly SUES)

3.8

ENMAIL Standard Enrollment – activation code mailed

3.9
ENMAIL- Standard enrollment - activation code mailed - refused the Identity
Services Provider check

4.

Account Management Screen In person

NOTE: The Account Summary screen has many variations, depending on the status of the account. Not
all variations are shown here, but the main buttons for interacting with this screen are shown below.

4.1

Account Management Screen – On Phone

The customer’s account has extra security

4.2

Account Management Screen- Before the Send Security Code On Phone

The customer has one or more second factors registered. When the customer successfully completes
the Send Security Code process, all appropriate buttons will be enabled.

4.2 Email Temporary Password on Phone

5.

Add Extra Security

5.1

AXSEAC Add Extra Security to Existing Account

5.2

AXSEAD - Add extra Security Enter Address

5.3

AXSNEV-Add Extra Security Need External Verification

5.4

CAES - Cannot Add Extra Security

Dynamic view- when the internal address match failed, the customer permitted external address
matching but that failed too. This screen is part of an unsuccessful attempt to add extra security to an
existing account.

5.5

CAES- Cannot Add Extra Security

5.6

CUCM - Confirmation - Upgrade Code Mailed

Dynamic View: The internal address match failed, and the customer refused external address matching.

5.7

CESA -Confirmation- Extra Security Added; upgrade code received in office

6.

Remove Extra Security

6.1

REMEXSEC -Remove Extra Security (in person)

6.2

ACMGMT Screen – Remove Extra Security Successful

A green banner on the ACMGMT page “Extra Security has been removed from this account”

6.3

RXSEAD -Remove Extra Security - Enter Address

6.4

RXSNEV -Remove Extra Security - Need External Verification

6.5

RXSER-Remove Extra Security – External Verification Failed

6.6

RXSER - Associated Screen Remove Extra Security – External Verification Refused

7.

Get Reset Code

7.1

L23AVIP - Level 2 or 3 Address Verification In Person

7.2

RCPC -Reset Code Print Confirmation (Reset Code) in Person

7.3

IPL3FXV – LOA 2or 3 Failed External Verification in person

7.4

L23AVP -L2 or L3 Address Verification (Reset code) on Phone

7.5

L23AVCP -Level 2 or 3 Address Verification Confirmation (Reset Code)

Note: If the Internal address verification is not successful and the customer allows sharing information
with identity service provider (on the RXSNEV screen, 6.4 above)

7.6

CVCA- Cannot Verify Customer Address (Reset Code) On Phone

Dynamic view– External Verification Failed (Reset Code)

7.7

CVCA -Cannot Verify Customer Address (Reset Code) On Phone

8.

Change Email – CEML

Dynamic view: – External Verification Refused

9.

Get Temporary Password

9.1

L23AVIP- Level 2 or 3 Address Verification (Temporary Password) In Person

9.2

RCPC - Temporary Password Print Confirmation (Temporary Password) In Person

Dynamic View

9.3
IPL3FXV - LOA2 or 3 Failed External Verification In Person Dynamic View- Mailing
Temporary Password - Password Mailed

9.4
L23AVP-Level 2 or 3 Address Verification (Temporary Password) On Phone
Dynamic View

9.5
L23AVCP - Level 2 or 3 Address Verification Confirmation (Temporary Password)
on Phone
Dynamic View- Mailing Temporary Password

Note: If the Internal address verification is not successful and the customer allows sharing information
with identity service provider (on the RXSNEV screen, 6.4 above)

9.6

CVCA- Cannot Verify Customer Address

9.7

CVCA - Cannot Verify Customer Address

Dynamic view: External Verification Failed (Temporary Password)

Dynamic view– External Verification Refused (Temporary Password)

10. Cancel Account- Confirmation-CACM

11. Block Account – Confirmation

12. THIST -Transaction History