If a customer changes their phone handset or resets their Nivo PIN, Nivo will automatically change the ID status to 'PIN reset / new device' and RED (Image below).
This is because the trust between authentication (known device + PIN) plus the ID check has been broken. In this case, if you scroll over to see historic ID reports, you will also see a message on it telling you that the user has reset their authentication since it was done.
For Agents: We recommend repeating a suitable ID check in this scenario before carrying out sensitive servicing, then manually marking the ID&V status up (e.g. to Onfido), and the trust is then re-established.