Symptoms
When trying to find your eID, you get the error: System was unable to send a PIN, due to an invalid phone number and email address
Environment
- Account Management Portal
- eID Finder
- Reset Forgotten Password
Solution
You will have to visit https://myeid.vcu.edu/ and click on "Claim my eID." For a step by step guide, refer to the how to claim an eID page.
- Alternatively, you can visit https://go.vcu.edu/eidclaim, and this will take you directly to the "Claim my eID" portal.
- If you receive a message stating that the account has already been claimed or that you need a bypass code, please contact the IT Support Center at 804-828-2227 and a technician will be able to assist you.
Cause
This error message occurs when you are using the "Find my eID" or the "Reset forgotten password" option before the eID account has been claimed.