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New identity verification process when calling UNOS Customer Service & Organ Center

New identity verification process when calling UNOS Customer Service & Organ Center

Audience

  • All UNetSM Users

Implementation date

Sept. 1, 2022

At-a-glance

Effective Sept. 1, any caller who requests access to private information or UNet services from UNOS will use a new identity verification process that utilizes Authy, the same application used for accessing UNet. This added layer of security is part of our ongoing effort to further safeguard protected information.

What you need to do

After the new process is deployed on Sept. 1, please have your Authy authentication device ready when calling UNOS Customer Service or Organ Center.

Upon calling, you must verify your identity in one of 3 ways:

  • Approving a push notification sent by UNOS support staff to your Authy application
  • Reciting your UNet one-time Passcode from your Authy application over the phone to UNOS support staff
  • Reciting a code sent to your primary email address over the phone to UNOS support staff 

If you already use Authy to access UNet, you do not need to do anything further at this time. Please note, if you do not have your Authy authentication device available, UNOS support staff will not be able to service your request.

If you have not yet setup Authy for login to UNet or would like to setup a backup device, please refer to the educational materials below.

Additional details

With the successful implementation of multi-factor authentication for UNet, additional tools are now available to UNOS support staff to validate callers’ identities. UNOS will begin to leverage the same Authy push notifications and one-time passcodes to quickly validate any caller who requests access to private information or UNet services.

Education and resources

For full instructions, including short educational videos on how to download and register Authy, please click here.

Questions?

If you have questions relating to implementation, contact UNOS Customer Service at unethelpdesk@unos.org, or call 800-978-4334 from 8 a.m. to 7 p.m. ET.

For policy-related questions, contact member.questions@unos.org

The Organ Center is available 24 hours a day at 800-292-9537.

 

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