When you need to reset your passphrase, and have previously registered a mobile
device with the SMS service, we will text you an authorization code which will allow
us to verify your identity. Once your identity is verified, you can reset your passphrase.
How do I use it?
First, you have to register a mobile device to which we can send you a text message. You
have to be able to log in to register a mobile device. Visit the mobile device registration
page to register your mobile device. Once you have registered your device, it becomes an option available to you in the
drop-down menu of the passphrase reset page.
What if I lose my phone or the number changes?
By logging in to the mobile device registration page,
you can remove a lost phone by clicking the trashcan to the right of the number. Once a number is unregistered
it can no longer be used for passphrase resets. You can reregister that previous number (or add a new number)
at any time by clicking the “Add a phone number” button on the page.
Can I register more than one mobile device at a time?
Yes, you can register as many devices as you wish. Each registered device becomes an option available
to you in the drop-down menu of the passphrase reset page.
My phone has an international number - can I register it?
As long as your phone’s country of origin is on the supported countries list on the
mobile device registration page, you will be able to register it.
More countries may be added to the supported countries list over time so if your phone’s country of origin is not
currently supported, it may be added at some time in the future.
Why do you support so few countries?
In a word, cost. We are charged a monthly fee for every country we support and per-text costs are higher
to numbers outside the US and Canada. Since this is a new service, we are gathering data on which countries
outside the US and Canada are most frequently used, so that we can more effectively decide which countries to
add to the service in the future.
Why am I getting texts from some random toll-free number?
Text messages sent to you from this service need to come from somewhere. That “somewhere” is our toll-free
number +1 833-318-1754. The toll-free number also provides you a way to opt out of receiving further texts from
us, by texting STOP to the toll-free number. Here’s a quick tip: add our toll-free number (+1 833-318-1754) to
your mobile device’s contacts with a name of something like “CWRU Passphrase Recovery”. When a text message comes
in from the service, you will see it as coming from “CWRU Passphrase Recovery” rather than a toll-free
number, which you probably won’t recognize.
Why do I have to check so many boxes to register my phone?
In order to acquire our toll-free number, our SMS vendor requires separate agreement to the published
Terms and Conditions and Privacy Policy, and an explicit agreement to receive text messages from us for
the purpose of using their SMS service for resetting your passphrase.
Can I temporarily stop getting texts from you?
Yes, you can opt out of receiving texts by texting STOP from your mobile
device to our toll-free number (+1 833-318-1754).
How do I turn texts back on?
Simply text START or UNSTOP at any time from your mobile device to our toll-free number (+1 833-318-1754).
How can I tell if I have stopped texts or not?
By logging in to the mobile device registration page, you
can see a list of all your registered mobile devices. If the section labeled “Receive Texts” says “Yes” you are opted in.
If you see a message saying “Opted out” you have opted out by texting STOP to our toll-free number (+1 833-318-1754). You
can also see all methods available to you for passphrase reset by logging in to the
List Registered Recovery Methods page. In the “Registered Mobile Devices”
section, any mobile device from which you have previously texted STOP will display a red “X” in the “SMS Opt In” column.
How do I reset my passphrase using this service?
Assuming you have previously registered a mobile device as described above and that it is receiving texts
from us, you need to do the following:
Enter your user ID (eg: abc123) in the space provided and click “Continue”
On the resulting page you should see a “Select an authentication method” drop-down, click it and look for the “Text me” section.
You will see the (redacted) number of your registered mobile device - select it and the “Authenticate me” button
will appear. Click the “Authenticate me” button.
An authorization code will be texted to that mobile device, enter that code in the space provided and
click the “Validate with authorization code” button.
Assuming you have correctly entered the code within the time allowed, you will be taken to a page where you can
enter and verify a new passphrase. An interactive meter will turn green when your new passphrase is complex enough.
Once both meters are green, the “Reset passphrase” button should appear. Click it and you should see a success page
indicating that your passphrase has been reset. You are done!
Do I HAVE to register my phone?
It is not required to register a phone, you will simply not be able to use the SMS text service to reset
your passphrase. When activating your account initially it IS required that you register EITHER an off-campus
email address OR a mobile device (or both) so that we have a way of verifying your identity should you ever
need to reset your passphrase.
I texted HELP to your toll-free number, but nothing happened, why not?
The most likely explanation is that at some previous point, you texted STOP from that device to our
toll-free number (+1 833-318-1754). Try texting START to the toll-free number (if you previously opted out,
you will see a “NETWORK MSG” indicating that you opted back in), and then try texting HELP. You should
receive a link to this document.
When I try to reset my passphrase I see “Registered # opted out” but not my phone number - why?
At some previous point, you texted STOP from that device to our toll-free number (+1 833-318-1754). In other words
that mobile device has been opted out of using the service. You will need to text START or UNSTOP to our toll-free
number to use the service with that mobile device again.
Am I going to start getting spam on my phone from CWRU once I register?
No. This service will ONLY send you texts related to registering your device or resetting your
passphrase. No other text messages will be sent.
Hey! I can use Duo for passphrase resets now? Why do I have to use this service?
Short answer - you don’t. In fact, using Duo if it is available to you, is preferred over other methods.
This service is being provided as a convenience when Duo is not available to you or if you prefer not to use
Duo. Also Duo will not be available when you first activate, and depending on your affiliation with the
university, may not be available to you in the future.
Where do I get more help?
Texting HELP to our toll-free number (+1 833-318-1754) will get you a link to this FAQ on your
mobile device. There are also “learn more” links on many of our login management pages at our
Login Management pages. Lastly, you can contact the
CWRU Service Desk at 216-368-HELP or by emailing help@case.edu.
