Follow these steps if a customer does not recognize or no longer has access to the phone numbers listed when prompted for an OTP when accessing retail online. Please note that we can only change the number for the calling option, the text option must be changed by the customer once they are able to log in.
1. Log in to NGP and change the customer's home phone number to the correct one in the contact methods menu for their name record
2. The change is instant, now when the customer logs in, they will be prompted for the OTP and can select the call option with the correct phone number
3. Once the user logs in, have them click the Profile option at the top right
4. In the Profile page, under the Security Challenge and Phone sections, the text and call option can be changed respectively