My Dog Ate My Token

By Gail Kern, Secure Login TeamMRIS, Dec. 3, 2007-Should your dog eat your token-God forbid–or some other unforeseen event occur resulting in a lost token, we have you covered. Once your token has been enrolled, the SAFEMLS® system has safeguards in place to keep you in business.

When the Secure Login screen is released, you will see a link to report a broken or lost token.
A broken or lost token should be reported immediately. The steps are easy:

• Click the link Report a broken or lost token
• Enter your MRIS ID on the next screen
• Click the button that either says I lost my authenticator or My Authenticator is broken whichever applies.
• Answer the three secret questions you answered when enrolling your token
• If the token is reported broken, there will be a pull down menu to tell MRIS the reason.
• Click the Next button

Several things will happen:
• The token is disabled so if lost no one else can use it
• MRIS is automatically notified and will mail out a new token within 7 days
• The SAFEMLS® system will automatically email you an emergency temporary PIN/Password to use during that 7 day timeframe. This email goes to your private email address on file with MRIS. (Be sure to keep that email up to date through the My Account screen on www.mris.com.)
• Lost tokens will have a $35 replacement fee, but this will be waived during the transition period while we are all getting used to using the tokens.
• Broken tokens will need to be returned to MRIS in the pre-stamped, self addressed envelope that you will receive when you get your token.

You can report a token lost or broken when needed 24/7. We’ve got you covered.

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