The PIN keeps a request in the support portal away from prying eyes. It has six digits and appears right after the request form is submitted, only that one time, so the customer should write it down.
Anyone who only knows the address of a request in the support portal sees nothing without the PIN except the request number and a prompt for the PIN. The secure link in the emails, however, opens the request without the PIN, so the customer shouldn't pass it on.
How the PIN works in CIRO NOISE
The customer enters the six-digit PIN in the support portal. If it's correct, the page stays unlocked in that browser for one hour. A PIN is valid for 90 days from when the request was created. CIRO NOISE never stores it in plain text, so not even your team can look it up.
After five wrong attempts, the PIN is locked. CIRO NOISE also limits how many attempts are possible in a short time, so nobody can simply try number after number.
Forgotten or locked PIN
The support portal offers “Forgot your PIN? Get a new link by email”. If an email address is stored on the request, the customer receives a secure link that opens the request without the PIN and is valid for 90 days. Alternatively, your team generates a new PIN in Support and passes it on. The old PIN stops working.
An everyday example
Ms. Sommer submitted her request on her phone and wrote down the PIN 482 913. In the evening she opens her request in the support portal on her laptop and enters the PIN. A week later she has lost the note. She clicks “Forgot your PIN?” and opens the request through the link in her inbox.