ÌÇÐÄÔ­´´

This requirement applies every time you contact us for account-related assistance, regardless of how recently we've helped you before.

Why do we do this?

Your ÌÇÐÄÔ­´´ account provides access to personal records, financial aid information, grades, and university systems. California State University requires that we confirm your identity before making any changes to your account. This protects your account from unauthorized access and prevents account impersonation.

How it Works

Verification is completed over Zoom video and typically takes just a few minutes. You'll need to show two government-issued photo IDs. Your information will not be saved or recorded.

• What counts as an acceptable photo ID?

  The following photo IDs are accepted:

  • Driver's license or state-issued ID
  • U.S. Passport or Passport Card
  • Military ID / CAC
  • Permanent Resident Card (Green Card)
  • Tribal Government-Issued Photo ID
  • Official foreign government issued ID, driver’s license, or passport
  • Your physical ÌÇÐÄÔ­´´ ID card
• What if I only have one photo ID?
  We also accept the following supporting documents.
  
  

  • U.S. Birth Certificate
  • U.S. Social Security Card 
  • U.S. Vehicle Registration 
  • U.S. Certificate of Citizenship (N600)
  • U.S. Consular Report of Birth Abroad (CRBA)
• What if I only have one photo ID and no supporting documents?
  Show your one photo ID on camera and the technician will ask you some questions to confirm your identity using your student record. 
• Can I come in person?

  Yes! 

  Only one form of ID is required.

  The following photo IDs are accepted in person.

  • Driver's license or state-issued ID
  • U.S. Passport or Passport Card
  • Military ID / CAC
  • Permanent Resident Card (Green Card)
  • Tribal Government-Issued Photo ID
  • Official foreign government issued ID, driver’s license, or passport
  • Your physical ÌÇÐÄÔ­´´ ID card
  • Verified ÌÇÐÄÔ­´´ Digital ID (With Verified Photo)

  Location:
  Help Desk
  Kellogg Library 2nd Floor (Open 8:00AM to 5:00PM)

Once your identity is verified, we'll begin processing your request.

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No Appointment Needed

Drop in during our available hours.

Have your request reference number, if you have one, ready when you join.

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Frequently Asked Questions (FAQs)

• Why do I have to verify my identity every time I contact the Help Desk for account help?
  Your ÌÇÐÄÔ­´´ account contains sensitive personal and academic information. CSU information security policy requires us to confirm your identity before making any changes to your account — every time, without exception. This protects you from someone else accessing or modifying your account without your knowledge.
• Can a parent, guardian, friend, or family member contact the Help Desk on my behalf?
  No.
  Account service requests must be submitted and verified by the account holder only. 
• Does a FERPA release allow someone else to request account services for me?
  FERPA releases do not apply to account access.
  
  A FERPA release allows designated individuals to access your certain records, but it does not grant them the ability to request account services or changes on a student's behalf. Account requests must be submitted and verified by the account holder only.
• Can I verify my identity over the phone or by email instead of Zoom?
  No.
  Identity verification must be completed over video.
  Phone calls and email do not meet the visual identity confirmation required by CSU information security policy.
• Do I need an appointment?
  No appointment is needed.
  Simply join the Zoom session or visit us in person during our available hours.
• What do I need before joining the Zoom session?
  Have your photo ID(s)/Documents ready and join from a browser on a device with a working camera and microphone. Have your request reference number, if you have one, ready when you join.

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Policy Reference

This procedure is governed by the CSU Information Security Policy and Standards. 
| Effective: April 27, 2026