When library users call about their PINs, we cannot enter or change a PIN for them over the phone. It’s a breach of security and they have to go through the PIN creation/update as directed on the library website: https://libpac.sdsu.edu/pinreset. This is now standard for any website log-in.
Sometimes it’s not the PIN that’s preventing the user from using the library. Things to check when looking at the user’s record: is there a record for the patron? If not, refer to a staff person because we may be able to add them to the system. Is there an email in the record? Is it correct? You can update a user’s email. Have they expired in the system? You can put their Red ID number in the ID verifier to check their current status and update as necessary.