If your device is lost or stolen, unpair it immediately to ensure that no one else can use it to access to your account. It is also recommended to report it to your IT department for security reasons.
Your ability to unpair a lost or stolen device depends on your organization set up and whether you have another device paired with your account. To unpair your device, do one of the following:
I have another device paired with my account
If you have another device paired with your account, in addition to the device that was lost or stolen, you can unpair your device yourself. Sign on to your account, go to your Devices page, and unpair your device. For information, see Unpairing a device.
I have a backup device I can use to access my account
If you have a backup device, you can unpair your device yourself.
- Sign on to your account using your backup authentication device. For information, see Authenticating with PingID using a backup device.
- Go to your Devices page, and unpair your device. For information, see Unpairing a device.
The lost or stolen device was the only device paired with my account
If the device was the only device paired with your account, and you do not have a backup device, or you do not have access to your Devices page, contact your organization's customer support representative and ask them to unpair the device for you.
I have my device, but I want to transfer PingID to a new device
If you want to transfer PingID from an old device to a new device, and you still have access to your old device:
- If you are using the PingID mobile app: Transfer PingID to the new device directly from the PingID mobile app. For information, see Transferring PingID mobile app authentication to a different device using a QR code (legacy).
- All other devices: First unpair your old device (see Unpairing a device), and then pair your new device (see the relevant pairing link in The 'what and why' of pairing your device with PingID).