[PCI DSS 3.0] [PCI DSS 3.0] 8.2.2 Verify user identity before modifying any authentication credential—for example, performing pa

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8.2.2 Verify user identity before modifying any authentication credential—for example, performing password resets, provisioning new tokens, or generating new keys.

8.2.2 Examine authentication procedures for modifying authentication credentials and observe security personnel to verify that, if a user requests a reset of an authentication credential by phone, e-mail, web, or other non-face-to-face method, the user’s identity is verified before the authentication credential is modified.

Many malicious individuals use "social engineering”—for example, calling a help desk and acting as a legitimate user—to have a password changed so they can utilize a user ID. Consider use of a “secret question” that only the proper user can answer to help administrators identify the user prior to re-setting or modifying authentication credentials.
 
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