Another tip in a series provided by the Offices of Information Security, Information Systems & Computing and Audit, Compliance & Privacy

Information Systems and Computing (ISC) has changed the PennKey and two-step support processes to provide a more secure and convenient experience.

The PennKey support team now assists members of the Penn community via a Zoom video call, allowing support agents to perform real-time remote ID inspections and provide immediate help with PennKey setup codes, registration issues, forgotten usernames, two-step verification/Duo questions, and Self-Service Password Reset (SSPR) enrollment. This new contact method replaces the prior web intake form and two-step hotline [(215) 746-2222], allowing the PennKey support team to complete requests securely and significantly faster.

PennKey live support is available via the PennKey Support website at https://upenn.edu/pennkey from Monday to Friday, 8 a.m. to 4 p.m. Selecting “Contact Us” will generate a Zoom video call waiting room until a PennKey support agent is available. To receive help, you will need an internet connection with a browser, a device with a camera, and identity documentation such as a PennCard, driver’s license, passport, etc. The support team will verify your identity by looking at your ID on camera and will provide immediate help upon confirmation.

PennKey Support website: https://upenn.edu/pennkey.

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For additional tips, see the One Step Ahead link on the Information Security website: https://isc.upenn.edu/security/news-alerts%23One-Step-Ahead