General User FAQs - TruU Docs

If I forget my PIN, what is the process to reset it?

Please follow the TruU Mac PIN Recovery Guide or the TruU Windows PIN Recovery Guide. Essentially, users will need to re-enroll to reset their PIN

Does TruU store user’s biometrics?

TruU does not store any biometrics. We use the biometrics that are stored on your device

How is the PIN safer than a password?

The TruU PIN is stored securely in your device hardware (e.g. the TPM or Apple Keychain) and never leaves your device. While the PIN is encrypted and stored securely, TruU also takes measures to protect against PIN Hammering (brute-force attacks where a bad actor has possession of the user’s device and tries to repeatedly guess the PIN to gain access as the user)

Does my PIN expire and will I be required to change my PIN?

Your PIN does not expire. You will not be required to change your PIN. If you forget your PIN, please follow the Forgot PIN - Mac Guide or the Forgot PIN- Windows Guide. If you want to change your PIN, please follow either the Change PIN - Mac Guide or the Change PIN - Windows Guide, respectfully

How do I add Biometrics for my device?

On Windows, after enrollment, you will get a notification saying to “enable biometrics”. Follow the Enroll Biometrics - Windows Guide or the Enroll Touch ID - Mac Guide to do so

I received an email that a new device has been registered for my account, yet I did not enroll another device. What shall I do?

Immediately notify your admin. Then, login to your User Portal and remove the unknown device. Follow the User Portal and Device Management Guide

What happens when I send logs to TruU?

You do not need to send logs to TruU. Sometimes, however, when we have an issue, we may be asked by IT Support to send our TruU logs for investigation. When you send logs to TruU, they will be reviewed by the TruU support team. Sending logs helps the TruU team gain insights into any potential issues and aids in resolving them efficiently. Refer to the Submitting Logs - Windows Guide and Submitting Logs - Mac Guide

Is the PIN for TruU on the mobile device different from the PIN for TruU Authenticator?

Yes. Since they are two different applications, the PIN set for the mobile device can be different from the PIN configured for TruU Authenticator