Customer Support Enhancements to MyAccount

The following customer support enhancements will be made to UCR MyAccount as of June 13, 2020:

MFA Enrollment Process

Upon entering credentials into CAS for the first time, new users will be prompted to enroll in multi-factor authentication (MFA) and directed to They will then need to select the “Enroll in MFA” card and complete the prompts to add a mobile device or select the “Download or Email Passcodes” card to complete enrollment in MFA.

When adding a mobile device, the user has the option to register a Cell Phone or a Tablet. The user will then be prompted to download the DUO Mobile App based on the type of phone or tablet selected. In the event the phone is not an iPhone, Android, or Windows Phone, the user must instead authenticate via SMS text message only.    

Once the user has enrolled in MFA, their MyAccount homepage will update to show a “Manage Mobile Device(s)” card and a “Passcodes” card.  

User Notifications

Account notifications will now appear at the top of a user’s MyAccount homepage in the event the user has not completed one of the following mandatory actions:

  • Set Security Questions and Answers
  • Verified Emergency Notification System (ENS) information
  • Enrolled in Multi-Factor Authentication (MFA)

The user will continue to see the notification until the action is completed.

CAS: Forgot Your Password

Users now have the ability to reset their own password if they do not know their Net ID/SID/Applicant ID.

After selecting “Forgot your password?” on the CAS login screen, the user will need to select “I don’t know my Net ID/SID/Applicant ID” if they do not know it. The user will then be prompted to enter the personal email address they have on file with UC Riverside, and click “Email me my UCR Net ID.” The user’s ID will then be emailed to the personal email account, along with a link to reset the password.

To reset one’s password, the user must know their UCR Net ID, date of birth, and be able to answer the Security Questions they set up during enrollment. If a student does not remember the answers to the Security Questions, the student can now verify their identity by selecting “Student Info” and answering questions related to their personal student-specific information. Please note this option is only available for students.

Unable to Access MFA Device/Passcodes

In the event a user knows their CAS login credentials but is unable to access the mobile device they enrolled in MFA or their passcodes, the user can select “I do not have access to my phone/passcodes.” The user will then be prompted to verify their identity by providing their Date of Birth and answering their account Security Questions. Students have the alternative verification method of answering questions related to their personal student-specific information.  

Knowledge Base articles with complete step-by-step instructions for these new processes will be available on June 13, 2020. You can always search the ITS Knowledge Base for self-help resources and guidance. If you require additional technical support, please submit a ticket in your UCR ServiceLink portal.

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