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IOT > Customer Service > Customer Service Desk > Self-Service Password Reset FAQs Self-Service Password Reset FAQs

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Q: I received an e-mail from IOT Customer Service that says I should enroll in the Self-Service Password Reset System.  Is this a SPAM or phishing message that is trying to access my personal information?

A: No.  This is a legitimate e-mail sent by ICS to promote the new Self-Service Password Reset System.

Q: What is the Self-Service Password Reset System?
A: The password reset system is a new service provided by IOT Customer Service that allows users to reset their passwords without speaking to an ICS representative.  During enrollment, users answer a series of security questions that are later used to verify their identity during the password reset process.  Once enrolled, users can call ICS at (317)234-4357 or (800) 382-1095 and press 1 to be transferred to the password reset system.

Q: How do I enroll in the Self-Service Password Reset System?
A: Go to, log in using your current username and password and answer a series of security questions.  For more detailed instructions, please read the quick reference guide.

Q: Who can enroll in the Self-Service Password Reset System?
A: All IOT customers, regardless of connectivity to the state network.

Q: Is it considered a password reset when I ask ICS to unlock my password?
A: Yes.  Unlocking a users password requires a reset.  The password reset system will unlock your password if you can answer your security questions correctly.

Q: Does the Self-Service Password Reset System reset mainframe passwords?
A: No.  The password reset system is only for network passwords (used to log on to your computer). 

Q:  When did I last reset my password through IOT Customer Service?  The e-mail I received says I have, but I don't remember doing that.

A: A report is generated every Monday morning that tells ICS which users called during the previous week to reset their network passwords. 

Q: As a security coordinator for my agency, will I receive the Self-Service Password Reset System enrollment reminder e-mails every week?

A: No.  ICS is making every effort to e-mail only those users who call for a password reset for themselves.

Q: What username do I use to log in to Self-Service Password Reset System enrollment?
A: Use your network username and password.  This is the login information you use to sign on to your work computer. A few tips: do not put your domain (i.e. or in front of your username to log in; do not use your personal or work e-mail address to log in; do not enter your full name to log in.