PingID End User Guide

Lost or stolen device?

If your phone or mobile device with PingID mobile app is lost or stolen, you must remove (unpair) it from your account before you can set up PingID on a new device. This also makes sure no one else can use your lost device to access your account.

  • Step 1: Unpair your old phone or mobile device If you have another way to sign on to your account (like a passkey, PingID desktop app, or email), you might be able to do this yourself.

    1. Use your backup method to sign on to your organization’s My Account page.

    2. Find your old phone or mobile device in the list and click Unpair.

      Not all organizations allow access to the MyAccount page, and you need at least one backup sign on method to access it.

  • If you can’t sign on or don’t know how:

    Contact your company’s IT help desk. Only they can remove (unpair) your old phone or mobile device for you.

    Ping Identity can’t remove your device or give you a QR code. For security reasons, only your organization’s IT team can manage your account or give you a QR code or pairing key.

  • Step 2: Pair your new phone or mobile device

    After your old phone or mobile device is removed, you can set up your new one:

    1. Open PingID mobile app on your new device and scan the QR code or pairing key provided by your organization.

    2. Follow the steps and accept all permissions to finish setting up PingID mobile app.

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