How to Update Transaction/IgniteRE Phone Number in IDaaS Admin

When Transaction portal or IgniteRE customers are requesting a phone number update to their IDaaS/Username profile, because they need to do the following:

• Verify but no longer have access the phone number listed in verification
• They are trying to reset their password or recover their username but need a different phone number added to their account. 

If a user has the ability to login, they should be advised to make this change themselves in the My Account section. (ex. their current spouse's phone is listed and the user is able to get a code from them)

IMPORTANT NOTE:  Check IDAAS for a user profile record.  If IDAAS shows that the user profile was created from IgniteRE, then the user will not have automatic access to standalone Transactions.  Therefore, if caller was calling about an issue with accessing Transactions portal, re-assign the ticket to IgniteRE support.

Note: DO NOT change/update name or address in IDaaS profiles. Customers should be instructed to make these changes upon login in My Account section.

1. Look up customer in admin.secure.firstam.com
2. Look up the most recent file in FAST 
3. Verify customer’s Identity by having them answer the following questions:
   
   • First Name & Last Name
     
     •  
   • Spouse’s name on the file if applicable
   • Address of the property (on current or last transaction)
   • Sales Price/Loan Amount OR
     
     • Closing Date (Date they closed if the transaction was already completed)
   • Note: If customer cannot verify reach out to escrow team to see if they can help verify the customer. 
   • Note:  If an EO is asking us to update EagleID email please have them confirm the following information to ensure the correct EagleID/Username is updated:
     
     • Customer's First and Last Name
     • File Number is possible
     • Old Phone Number and New Phone Number for Update
4. Go to IDaaS URL https://idaasportalprod.idaas.firstam.net/
5. Click “user Change Request” then paste in IDaaSID < Click “Search”
   
   • 
6. Double check Username, First Name, Last Name, and “Created By” fields before clicking “Edit”
   
   • 
7.  If the phone number in authentication is not the desired number type in the correct number in the following format +1xxxxxxxxxx (no dashes or spaces allowed)
   
   • Make sure you update the phone number in the proper fields below. 
   • Example if it's a change to mobile phone number update the "phone auth challenge" field and the "mobile" field. 
   • 
8. Click Yes on "Force MFA" then click "save" to complete the update. This includes if you're making update to both email and phone - hit "yes" in the Force MFA field. 

Note: IDaaS Admin time outs after 30 minutes. Please refresh your page and click on "User Option Request" button.