General Information Why was an extra step of choosing a Security Image added to the sign-in process? Criminals can create websites that look very similar to legitimate business websites. We want to take precautions to help you identify your Verizon account so the Security Image was added. A Security Image is an online security feature that s set up between your online account and Verizon let you know you are visiting an official Verizon website when you sign in. In order to help us protect your personal information, please follow these important security tips: Always keep your login information safe. Never share your user ID, password or Security Image with anyone. Choose a password that s difficult for someone else to guess, preferably a combination of letters, numbers, and special characters that aren t related to your job or personal information. Don t leave your password in a place where it might be discovered. Change your password regularly. Why was I asked to review and accept the Terms & Conditions (T&Cs) if I am already registered? If you are already enrolled in one of Verizon s portals, we are asking you to review and once again accept the T&Cs that include this new Security Image process. If you do not accept them you cannot move forward in the new process. How does having a Security Image help keep my account safe? Once you ve selected a Security Image for your account, the image will appear every time you enter your user ID and are taken to the password page. When you see your Security Image you ll know that you re accessing an official Verizon website and not a fraudulent phishing website. 2014 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.14 October 2014
Why am I asked to register my computer/device after selecting a Security Image? After you complete the Security Image authentication process, you can register your device so it is recognized the next time you sign in. If your device is recognized you won t be required to answer a Secret Question. Your Security Image is associated with your computer/device and User ID. Why do I need a one-time passcode? A one-time passcode can help you retrieve your information securely. Establishing two methods to receive a one-time passcode helps protect you from unauthorized access to your account. If you forget your password or your device isn't registered; you can receive your passcode to your selected email or device to proceed retrieving your private information and securely sign in. What is phishing and how does it relate to a Security Image? Phishing occurs when someone tries to trick consumers into divulging sensitive personal information by using phony websites or email addresses. If you provide information to a phishing website or in response to a phishing email, you could fall victim to unauthorized credit card purchases or identity theft. Verizon does not send emails asking for customer payment information, or for user names or passwords. Your Security Image helps to identify you to protect you from phishing scams. How do I report a suspicious email that I received? If you receive a suspicious email, you should not reply to it or open any attachments, click on links contained in the email, or provide any information in response. You can report suspected fraud involving Verizon or Verizon Wireless to abuse@verizon.net or phishing@verizonwireless.com, respectively. Please include the word "phishing" in the subject line of your email and provide as much information as possible about the fraudulent activity or message. 2
Signing In Why was I asked to provide a new Secret Question(s)/Secret Answer(s) when I signed in? If you set up your online account before we implemented the Security Image feature, you will be prompted to select new Secret Questions. This is a security improvement to help protect against unauthorized access to your account. Why do I have to answer Secret Question(s) instead of seeing my Security Image? The Security Image is there to reassure you that you re on a Verizon website, not a fraudulent website created by criminals attempting to steal your information. It s associated with your computer/device and user ID. Your Secret Questions help us verify that it s you accessing your account, not an unauthorized user. If you access your account from a computer/device that was not verified with this us, we ll ask you a Secret Question(s) to verify your identity and protect your account from anyone trying to access it without your permission. For example, if you ask for your computer to be remembered and the next time you sign in from your tablet, you will be asked the Secret Question(s) so you can select to have this device remembered for next time you sign-in. How are the Challenge Questions used? When you enter an incorrect password. When you log in from a device that is not Remembered. When you forgot the password and want to change it, you must answer two of the three questions correctly. Otherwise you will need to contact your administrator or call the CALNET Service Desk at 1-855-CALNET3 (1-855-225-6383), option 2. Do I need to change my password? No you are not required to change your password, of course you can choose to change it, and you will need to comply with the password rules. Passwords can t be an exact match of the Customer Account (User ID). Invalid attempt thresholds must be set to prevent brute force attack. Passwords must be a minimum of eight (8) characters and maximum of eighty (80). If device recognition (cookie) is implemented, the password must contain at least two (2 + cookie) of the following four (4) classes, otherwise it must contain at least three (3) of the following four (4) classes: o Upper case letters (e.g., A, B, C,...Z) 3
o Lower case letters (e.g., a, b, c,...z) o Westernized Arabic numerals (e.g., 1, 2, 3,...9) o Non-alphanumeric (special characters) (e.g.,?,!, %, $, #, etc). Blank or NULL values must not be accepted. No spaces allowed. Password can t be an exact match of the Customer Account (User ID). The application s backend must differentiate between upper and lower case characters. Password must be masked as entered by customer. Deploy a password strength meter as a visual gauge to indicate to the user how complex his/her password is should be implemented when technically feasible. Can I upload my own photo as my Security Image? No. Instead of a personal photo we offer a selection of images from which you can choose. What should I do if I don t see the Security Image and I m not asked a Secret Question(s) that I recognize? If you have a Security Image and Secret Question and you don t see them appear after you entered your user ID, do not enter your password or any other information on the sign-in page. Instead, manually enter calnet3.verizon.com if you want to access the CALNET 3 portal, or calnet2.verizonbusiness.com if you want to access the CALNET 2 portal in the address bar of your web browser to make sure you re on the official Verizon website for your business account. How can I avoid being asked the Secret Question(s) every time I use my computer at work? If there is another computer or mobile device that you use regularly to access your Verizon account, you will need to ask Verizon to remember it on the password page by checking the box that says Remember My Computer. This helps us recognize that it's your device, and you won't need to answer your Secret Question the next time you sign in from that device. What if I forget the answer to my Secret Question(s)? You are asked to provide answers to three questions when selecting your Secret Question. If you forget the answer to your Secret Question, you are prompted to answer the other two. If you do not remember the answers to those then you are prompted to reset your password. If you forgot the password and want to change it, you must answer two of the three questions correctly. Otherwise you will need to contact your company administrator or call the CALNET Service Desk at 1-855-CALNET3 (1-855-225-6383), option 2. 4
Can I access my account if I m on a public computer? Yes, however, we recommend that you do not access your company s information from a public computer. Always use care when signing in to your account on public computers, such as those in a hotel business center, internet café, or a friend s home. If you ve set up a Security Image on your computer and later access your account via another computer, we ll ask you to answer your Secret Question(s) to verify your identity. If you do access your account from a public computer remember to sign off and clear the browser. It s important to always keep your Secret Question and Answer private, and never register a public computer. If I have questions during this process who should I contact? Contact the CALNET Service Desk at 1-855-CALNET3 (1-855-225-6383), option 2 to assist you if you have questions or trouble completing the process. 2015 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.15 July 2015 5