Troubleshooting Creds
The following use cases provide solutions to common issues with receiving or sharing your Creds.
Why don’t I see any Creds?
If you don’t see any Creds in your PingID mobile app Creds tab, the following reasons might apply:
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Your Creds aren’t paired:
You need to pair your device with the organization that will be issuing your Creds (the issuer). The issuer should provide you with a QR code you can scan to pair your device.
- Solution
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Open PingID mobile app, tap Scan, and then scan the QR code you received from the issuer. Follow the instructions on the screen to pair your device.
Learn more in Pairing and sharing your Creds
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The Creds weren’t issued yet
If you don’t see the Creds you expect to see listed in the Creds tab in PingID mobile app, your Creds might not have been issued yet.
- Solution
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Contact the organization that are due to issue your Creds to check when you should expect to receive them.
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The Creds were revoked
Some Creds might be issued for a limited time period, or the issuer might have reason to revoke them.
- Solution
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If you suspect your Creds were revoked by the Issuer in error, contact the issuer’s support team to confirm this or request that they reissue them.
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You moved PingID mobile app to a different device
If you paired PingID mobile app on one device and then move PingID to a new device, your Creds do not transfer automatically. You’ll need to contact your issuer to help you unpair and reissue your Creds.
If you think you should have Creds, but you’re not seeing them, contact your organization’s customer support team for assistance. |
How do I move my Creds to a new device?
Creds are securely stored on a single device and cannot be backed up or transferred manually.
- Solution
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If you need to move your Creds to a new device or reinstall the PingID app, contact the support team of the organization that issued your Creds and ask them to reissue your Creds. They can help you pair your new device and reissue Creds to that device.
How do I unpair an issuer from my PingID mobile app?
To receive Creds, you pair your PingID app with each issuer from which you want to receive Creds. However you cannot unpair an issuer directly.
- Solution
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Delete all the Creds related to the issuer you want to remove.
To do that:
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On the PingID mobile app Creds tab, tap a Creds entry to view its details and confirm the issuer.
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For each Creds entry that you want to delete, swipe left to reveal the Delete button, and then tap Delete.
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Repeat the previous steps for each Creds entry you want to delete.
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