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Replies to common email received at pennkey@isc

Below are standard replies that ProDesk provides to the questions most often directed to pennkey@isc.


Requests for Information/Setup Codes for Current Affiliates, Guests, and Alumni
Registration, Authentication, and Authorization Problems
New Student Setup Codes
Incoming Student Information

  1. Resetting a forgotten Password
  2. Name not found in PennCommunity
  3. Multiple records found under submitted name
  4. Users who include seneitive information in email
  5. Current students/affiliates for whom a PennKey already exists
  6. Current students with an incorrect address
  7. Current non-student affiliates with an incorrect address
  8. CHOP affiliates
  9. Non-Penn affiliates requesting a PennKey

  1. How to enter data for PennKey registration
  2. Error 402 - data verification or correction
  3. People experiencing authentication issues with their PennKey
  4. Library access

  1. Undergrad and Grad students with emailed Setup Codes
  2. Grad students (Med, Law, Dental) with postal mail Setup Codes
  3. Internationally mailed Setup Codes
  4. New freshmen not yet in SRS
  5. New non-freshmen not yet in SRS
  6. New and incoming students who already have a PennKey (Summer Program attendees)

  1. Campus Services (housing, etc.)
  2. People requesting specific PennNames
  3. Wharton students requesting specific PennNames (add-on to above)
  4. People Requesting Penn Assigned SSN (International students)
  5. Difference between SSN and PennID
  6. Health insurance or immunization information without a PennKey

RESETTING A FORGOTTEN PASSWORD / REQUESTING A NEW SETUP CODE FOR CURRENT AFFILIATES

To register or reset your PennKey password, you will need to obtain a new Setup Code letter.

By far, the easiest way to obtain a Setup Code letter is by visiting a PennKey Administration Station if you have access to campus (you will walk away with a Setup Code in hand); if you do not have access to campus you can use the online request service to have a Setup Code sent to you through the mail:

www.upenn.edu/computing/pennkey/help/admin.html

Please keep in mind that if mailed, the Setup Code letter will be produced and sent to the address you select from a list of addresses Penn has on file for you.

www.upenn.edu/computing/pennkey/help/address.html

Once you have the letter in hand, you'll use the information on the Setup Code letter, along with some other personal information, to reset your PennKey from the PennKey registration website.

Make sure you carefully follow the instructions below to avoid problems while registering your PennKey. Go to the PennKey registration page by selecting either the "register a new PennKey" (for first time setup) or "reset your password" (for resetting a password) link at the following web page:

www.upenn.edu/computing/pennkey

Start by entering the 7-digit Setup Code, exactly as was given to you, with case-sensitivity in mind.

Next, enter the last four digits of your Social Security Number in the field provided. Note: NOT your 8-digit Penn ID number, the last four of your 9-digit SSN.

Finally, use the dropdown menus to supply your month and date of birth. Enter your four-digit birth year. Example: 1981, not 81.

Successfully entering this information will allow you to proceed with re-selecting a PennKey password (case-sensitive) to complete the process of registering your PennKey. Also, you'll be reminded of your PennKey username during this process.

I hope this information helps.



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NAME NOT FOUND IN PENNCOMMUNITY

Unfortunately, we could not locate any records under the name you note below. Please reply with your name *exactly* as it appeared on your application. If you have your 8-digit PennID Number, please include it also.



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MULTIPLE RECORDS UNDER SUBMITTED NAME

Our system has multiple records under "NAME". Please reply with your birthdate so that we can isolate the appropriate records for investigation.



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USERS WHO INCLUDE SENSITIVE PERSONAL INFORMATION IN EMAIL (add-on)

First, a word on security and privacy. You should -never- send sensitive information such as birth date, Setup Code, Social Security Number, or password, via email. Email is an insecure medium, more akin to a postcard than a sealed letter. An email's contents could be intercepted by another individual between you and the intended recipient, and used to compromise your identity. I have redacted the sensitive information from your original message in this reply.



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CURRENT STUDENTS FOR WHOM A PENNKEY ALREADY EXISTS

According to our records, you registered the PennKey "xxx" on DATE.

Pennkeys do not expire; as you already have a valid PennKey in our system, you would not receive information on setting up a new one.

If you remember the password you established when you registered your PennKey, you need do nothing more. If you do not remember your password, you need to obtain a new Setup Code to reset it.

By far, the easiest way to obtain a Setup Code letter is by visiting a PennKey Administration Station if you have access to campus (you will walk away with a Setup Code in hand); if you do not have access to campus you can use the online request service to have a Setup Code sent to you through the mail:

www.upenn.edu/computing/pennkey/help/admin.html

Please keep in mind that if mailed, the Setup Code letter will be produced and sent to the address you select from a list of addresses Penn has on file for you.

www.upenn.edu/computing/pennkey/help/address.html

Once you have the letter in hand, you'll use the information on the Setup Code letter, along with some other personal information, to reset your PennKey from the PennKey registration website.

I hope this information helps.



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CURRENT STUDENTS WITH AN INCORRECT ADDRESS

Unfortunately, for security reasons, we are unable to provide Setup Code information or accept Setup Code requests over telephone, fax, or email. You need to contact the Registrar's office to verify or correct your current Address of Record (staff at this email address cannot make alterations/corrections to your records):

www.upenn.edu/registrar/contact.html

Once you have your address updated with the Registrar, wait 24 hours for the change to propagate to all Penn systems, then request a new Setup Code:

www.upenn.edu/computing/pennkey/help/admin.html

Once you have the letter in hand, you'll use the information on the Setup Code letter, along with some other personal information, to create your PennKey from the PennKey registration website.

Make sure you carefully follow the instructions below to avoid problems while registering your PennKey.

Go to the PennKey registration page by selecting either the "Register a new PennKey" (for first time setup) or "reset your password" (for resetting a password) link at the following web page:

www.upenn.edu/computing/pennkey/

Start by entering the 7-digit Setup Code, exactly as was given to you, with case-sensitivity in mind.

Next, enter the last four digits of your Social Security Number in the field provided. Note: NOT your 8-digit Penn ID card number, the last four of your 9-digit SSN.

Finally, use the dropdown menus to supply your month and date of birth. Enter your four-digit birth year. Example: 1981, not 81.

Successfully entering this information will allow you to proceed with re-selecting a PennKey password (case-sensitive) to complete the process of registering your PennKey.

I hope this information helps.



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CURRENT NON-STUDENT AFFILIATES WITH AN NCORRECT ADDRESS

Unfortunately, for security reasons, we are unable to provide Setup Code information or accept Setup Code requests over telephone, fax, or email. If you are a faculty or staff member, you need to contact your Business Administrator (or whoever handles your payroll) to correct your address. If you are a Guest, please contact the individual or department who sponsored your Guest PennKey to correct your address.

Once you have your address updated, wait 24 hours for the change to propagate to all Penn systems, then request a new Setup Code:

www.upenn.edu/computing/pennkey/help/admin.html

Once you have the letter in hand, you'll use the information on the Setup Code letter, along with some other personal information, to create your PennKey from the PennKey registration website.

Make sure you carefully follow the instructions below to avoid problems while registering your PennKey.

Go to the PennKey registration page by selecting either the "Register a new PennKey" (for first time setup) or "reset your password" (for resetting a password) link at the following web page:

www.upenn.edu/computing/pennkey/

Start by entering the 7-digit Setup Code, exactly as was given to you, with case-sensitivity in mind.

Next, enter the last four digits of your Social Security Number in the field provided. Note: NOT your 8-digit Penn ID card number, the last four of your 9-digit SSN.

Finally, use the dropdown menus to supply your month and date of birth. Enter your four-digit birth year. Example: 1981, not 81.

Successfully entering this information will allow you to proceed with re-selecting a PennKey password (case-sensitive) to complete the process of registering your PennKey.

I hope this information helps.



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CHOP AFFILIATES

At the request of the School of Medicine, changes have occurred in the handling of CHOP guest PennKey requests. All CHOP requests are now processed through SOMIS:

www.med.upenn.edu/somis/key.shtml

Please follow the PennKey link on the page noted above for further instructions.

I hope this information helps.



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NON-PENN AFFILIATES REQUESTING A PENNKEY

Only individuals with a documented affiliation with the University are eligible for a PennKey.

If you have an academic affiliation with a University faculty member or a service provider affiliation with a University Department, contact that faculty member or department to begin the process for PennKey sponsorship.

Thank you for your interest in PennKey.




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HOW TO ENTER DATA FOR PENNKEY REGISTRATION

Go to the PennKey registration page by selecting either the "Register a new PennKey" (for first time setup) or "reset your password" (for resetting a password) link at the following web page:

www.upenn.edu/computing/pennkey/

Start by entering the 7-digit Setup Code, exactly as was given to you, with case-sensitivity in mind.

Next, enter the last four digits of your Social Security Number in the field provided. Note: NOT your 8-digit Penn ID card number, the last four of your 9-digit SSN.

Finally, use the dropdown menus to supply your month and date of birth. Enter your four-digit birth year. Example: 1981, not 81.

Successfully entering this information will allow you to reset your PennKey password (case-sensitive) or complete the your PennKey registration. If resetting your password, you will be reminded of your PennKey username during this process.

I hope this information helps.



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ERROR 402 - DATA VERIFICATION OR CORRECTION

Error 402 occurs during PennKey registration when one of the following three pieces of information is not entered correctly:

  • The 7-character PennKey Setup Code
  • The last four digits of your 9-digit US Social Security Number or 9-digit Penn-assigned SSN
  • Your birthdate

Sometimes in rare situations, Penn has incorrect information about you in our systems, and that data mismatch will result in a PennKey registration error. I suggest double-checking to verify and/or correct this information.

For current Students, contact the Registrar:

www.upenn.edu/registrar/contact.html

For current Faculty or Staff, contact your Business Administrator (or whoever handles your payroll data).

If data needs to be corrected, wait 24 hours for this change to propagate through Penn systems. Then try your PennKey registration/reset again.

I hope this information helps.


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PEOPLE EXPERIENCING AUTHENTICATION ISSUES WITH THEIR PENNKEY

Here are some tips for using your PennKey.

Use all lower-case letters for the username. Type the password *exactly* as it was when it was set, keeping case sensitivity in mind. Also, some browsers have an auto-complete "feature" which capitalizes the first letter of anything entered in a web form field. This can interfere with PennKey and password entry, so be sure to turn off this feature if it's on.

In addition, sometimes CAPS LOCK has been "on" when setting a PennKey password. Try typing your PennKey username in all lower case, but type your password with all CAPS to see if that works.

You can test your PennKey with the "Test your PennKey and Password" link here:

www.upenn.edu/computing/pennkey

If you can log into the test site, your PennKey is working normally. If you continue to have difficulty logging into other Penn resources with your PennKey, please contact the resource Administrators directly for further assistance, explaining that your PennKey works elsewhere. Contact information usually appears on the login page. (PennKey staff do not have administrative access to all the various online resources across campus and cannot offer assistance with them.)

If you cannot log into the test page, you need to obtain a new Setup Code to reset your password:

www.upenn.edu/computing/pennkey/help/admin.html

I hope this information helps.



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LIBRARY ACCESS

Access to Library electronic resources is controlled by the Library itself, not by PennKey staff:

www.library.upenn.edu/access/electronic.html

If your PennKey works elsewhere but you are unable to log into Library resources, please contact the Library as directed in the link above. PennKey staff have no control over Library access.

I hope this information helps.



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UNDERGRAD AND GRAD STUDENTS WITH EMAILED SETUP CODES

According to our records, a PennKey Setup Code was sent to the email address on file with your application records on DATE. Please check your account's junk or spam folder. If you did not receive the Setup Code in your email, please let us know.

I hope this information helps.



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GRAD STUDENTS (MED, LAW, DENTAL) WITH POSTAL MAIL SETUP CODES

According to our records, a PennKey Setup Code was issued for you on DATE and mailed to your postal address on file with the Registrar.

I hope this information helps.



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INTERNATIONALLY MAILED SETUP CODES

According to our records, a PennKey Setup Code was issued for you on DATE and mailed to your postal address on file with the Registrar.

Please note that international mailings can take up to 4 to 6 weeks to arrive, depending on your location and local delivery services in your area. Please allow sufficient time for the Setup Code to arrive.

I hope this information helps.



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NEW FRESHMAN NOT IN SRS YET

Unfortunately, we could not locate any records in our system under the name you note below. Until Admissions migrates your data into the Student Record System (SRS), you will not appear in our system, and we have no way of issuing you a PennKey Setup Code. Freshmen data is usually migrated to SRS in late April or early May. Once this occurs, your Setup Code will be automatically issued; you will not have to make any requests.

I hope this information helps.



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NEW (NON-FRESHMAN) STUDENT NOT IN SRS YET

Unfortunately, we could not locate any records in our system under the name you note below. If you are a newly admitted student, it is likely that Admissions has not yet entered you into the Student Record System (SRS). Until this occurs, you will not appear in our system, and we have no way of issuing you a PennKey Setup Code. Once you are in SRS, your Setup Code will be automatically issued; you will not have to make any requests.

I recommend contacting Admissions to ask when they anticipate having you in SRS. This will dictate when your Setup Code is issued.

I hope this information helps.



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NEW INCOMING STUDENTS WHO ALREADY HAVE A PENNKEY (SUMMER PROGRAM ATTENDEES)

According to our records, you registered the PennKey "xxx" on DATE. If you attended any summer programs or conferences at Penn last summer, you likely registered your PennKey at this time.

Pennkeys do not expire; as you already have a valid PennKey in our system, you would not receive information on setting up a new one.

If you remember the password you established when you registered your PennKey, you need do nothing more. You can test your PennKey with the "Test your PennKey and Password" link here:

www.upenn.edu/computing/pennkey

If you can log into the test site, your PennKey is wroking normally. If not, you will need to obtian a new Setup Code to reset your password.

By far, the easiest way to obtain a Setup Code letter is by visiting a PennKey Administration Station if you have access to campus (you will walk away with a Setup Code in hand); if you do not have access to campus you can use the online request service to have a Setup Code sent to you through the mail:

www.upenn.edu/computing/pennkey/help/admin.html

Please keep in mind that if mailed, the Setup Code letter will be produced and sent to the address you select from a list of addresses Penn has on file for you.

www.upenn.edu/computing/pennkey/help/address.html

Once you have the letter in hand, you'll use the information on the Setup Code letter, along with some other personal information, to reset your PennKey from the PennKey registration website.

Make sure you carefully follow the instructions below to avoid problems while registering your PennKey. Go to the PennKey registration page by selecting either the "register a new PennKey" (for first time setup) or "reset your password" (for resetting a password) link at the following web page:

www.upenn.edu/computing/pennkey

Start by entering the 7-digit Setup Code, exactly as was given to you, with case-sensitivity in mind.

Next, enter the last four digits of your Social Security Number in the field provided. Note: NOT your 8-digit Penn ID number, the last four of your 9-digit SSN.

Finally, use the dropdown menus to supply your month and date of birth. Enter your four-digit birth year. Example: 1981, not 81.

Successfully entering this information will allow you to proceed with re-selecting a PennKey password (case-sensitive) to complete the process of registering your PennKey. Also, you'll be reminded of your PennKey username during this process.

I hope this information helps.



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CAMPUS SERVICES (HOUSING, ETC.)

You will soon receive a brochure from Campus Express inviting you to log in using your PennKey and setup campus services like meal plans, housing, etc. Until Campus Express is live later this spring, many services may not be ready to assist you just yet.

If you are facing deadlines, some campus services will work directly with incoming students who have not yet been able to register a PennKey:

www.upenn.edu/services/student.php

In addition, if you are under registration deadlines your Academic Advisor should be able to assist you with registering for classes without a PennKey (your Admission office should be able to relay your Advisor's contact information).

I hope this information helps.



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PEOPLE REQUESTING SPECIFIC PENNNAMES

Unfortunately, we are unable to process requests for specific PennNames - the unique identifier on which your PennKey will be based - at this email address. Some schools are more willing than others to work with their affiliates to sponsor a specific PennName. You need to contact the Information Technology group for your school to pursue a specific PennName. Please bear in mind, however, that as PennKeys, and thus PennNames, do not expire, it is possible that most logical or desirable PennKey/PennName choices may already be in use, thus unavailable.

Links to the computing organizations for each school can be found on the left hand side of the following web page:

www.upenn.edu/computing

I hope this information helps.



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FOR WHARTON STUDENTS REQUESTING A SPECIFIC PENNNAME (add-on to above)

Wharton computing has advised the PennKey Response Team of the following:

Your PennKey requires a unique username which you will also use to create your Wharton account. The list of usernames that were offered to you are a combination of your official First, Middle and Last name. This combination is then compared with what is available in the University's PennName pool. Therefore, the list of usernames that you were given are the only options you have. Please choose your username from that list. However, keep in mind that your full name will show up in the Wharton Student Directory, not your username. This should help avoid any confusion.

Another solution for you to consider is to use your lifelong email address for business and personal contacts. This will be given to you when you create your Wharton account, and it is easier to make changes to that name. This is a forwarding address that will send your mail to your Wharton account while you are a student. Once you graduate, you will be able to specify where you would like your lifelong email to be forwarded to. Wharton staff have found that more students use their lifelong address as their primary address while they are at Wharton, so that there is no need to change their address once they have graduated.

I hope this information helps.



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INTERNATIONAL STUDENTS REQUESTING PENN ASSIGNED SSN

I'm sorry for the confusion. PennKey registration requires the last 4 digits of your 9-digit US Social Security Number (SSN), *not* your 8-digit PennID Number. Penn assigns a temporary 9-digit student ID number to international students who don't have a U.S. Social Security Number. This "Penn-assigned SSN" is sent under separate cover by your Admissions Office.

The last 4 digits of your Penn-assigned SSN are: XXXX. Please try your registration again using this number.

You should make an effort to remember both your 8-digit PennID Number and your 9-digit Penn-assigned SSN, remembering that the 9-digit number should be used any time you are asked to enter your SSN into a Penn application. The 8 digit number will usually be referred to as your PennID.

If you did not receive your full 9-digit Penn-assigned SSN, please contact Admissions to request it.

If you are an undergraduate, you can locate contact information for you specific school here:

www.admissionsug.upenn.edu

If you are a graduate student, you can locate contact information for your school here:

www.upenn.edu/provost/graduate_professional_education

Again, sorry for the confusion and good luck!



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INTERNATIONAL STUDENTS NEEDING EXPLANATION OF THE DIFFERENCE BETWEEN THE PENN ID (8 DIGITS) & PENN STUDENT ID (9 DIGITS)

I'm sorry for the confusion. PennKey registration requires the last 4 digits of your 9-digit US Social Security Number (SSN), *not* your 8-digit PennID Number. Penn assigns temporary 9-digit student ID numbers to international students who don't have a U.S. Social Security Number (SSN). This number is often referred to as your Student ID or your Penn Student ID and is sent out under separate cover from your Admission Office.

U.S. Social Security numbers are used by a variety of banking, health, and educational institutions throughout the U.S. to track people and evaluate things such as credit worthiness. As a result, SSNs have become a valuable way for identity thieves to "steal" a person's identity and do things such as open credit cards in that person's name etc.

To protect people's identity, Penn also assigns something called a Penn ID which is the middle 8 numbers of your Penn Card. This 8 digit identifier is something that is unique to Penn and therefore is of little value to someone wishing to steal a person's identity. Penn is currently making a strong effort to eliminate applications that require people to enter their U.S. Social Security Number, and instead ask people for their Penn ID. However, many of our legacy systems still require SSN. Therefore, we still assign temporary, faux SSNs to students who don't have a real U.S. SSN.

You should make an effort to remember both of these numbers and simply remember that the 9-digit number should be used any time you are asked to enter your SSN into a Penn application. The 8 digit number will usually be referred to as your Penn ID and occasionally as your Penn Card ID.

The last 4 digits of your Penn-assigned SSN are: XXXX. Please try your registration again using this number.

If you did not receive your full 9-digit Penn-assigned SSN, please contact Admissions to request it.

If you are an undergraduate, you can locate contact information for you specific school here:

www.admissionsug.upenn.edu

If you are a graduate student, you can locate contact information for your school here:

www.upenn.edu/provost/graduate_professional_education

I hope that clarifies things a bit and again, I apologize for the confusion.



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HEALTH INSURANCE OR IMMUNIZATION INFORMATION WITHOUT A PENNKEY

Health Insurance:

If you need to arrange Student Health coverage and it is unlikely you will register a PennKey prior to your departure for Penn, your best option is to enroll once you are on campus. You can either enroll online once you obtain your PennKey or in person with the Student Health Office. If you enroll after the date the insurance policy has started, it will be effective retroactively to the start date of the plan. Please go to http://www.vpul.upenn.edu/shs/insurance.php for more information or call the insurance office at 215 746 3535 menu option #3 or email at shsinsur@pobox.upenn.edu.

Immunizations:

Since students must submit their immunization history online, a Penn Key is necessary. However students have until the start of classes to enter this information. Your will still need to make sure you have all your immunization records and that they are up to date before arriving on campus. Please go to http://www.vpul.upenn.edu/shs/immunization.php for more information on the requirements or call the insurance office at 215 746 3535 menu option #3 or email at immun@pobox.upenn.edu.

I hope this information helps.



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