PingID End User Guide

Troubleshooting authentication

Can I use passcodes to authenticate to a third-party account while offline?

If you don’t have access to the internet, you can’t use passcodes for 2-step verification. Some Organization accounts do allow you to use an OTP when offline.

I can’t scan the QR code when trying to pair an account

  • In your mobile device settings, make sure that PingID mobile app has access to your camera permissions.

  • Each QR code usually has a pairing key that you can use in place of the QR code.

    To enter the pairing code, on the PingID mobile app Authentication tab, tap +, tap Enter Pairing Key and then enter the pairing key.

Can I rename my accounts?

You can reorder and rename the accounts listed in the Authentication tab.

  • To rename an account:

    1. Tap the account.

    2. Tap the More Options (⋮) icon, a then tap Edit Account.

    3. Enter a meaningful name for the Issuer and the Account Name, and then tap Save.

How do I change the order of my accounts list?

  • To reorder the accounts list: In the Authentication tab, tap and drag each entry to the position you want it to appear.

Why can’t I pair PingID mobile app with my third-party site?

  • PingID mobile app only supports TOTP (time-bound) authentication codes. Make sure your third-party account supports the use of authenticator apps that generate TOTP authentication codes.

  • Make sure you enable all permissions in PingID mobile app.

  • Make sure you’re pairing PingID mobile app as an authenticator app in the settings of your third-party site or app.

Why are some of my third-party accounts missing in PingID mobile app?

If you move PingID mobile app to a new device, your third-party accounts won’t appear in PingID mobile app on your new device. Third-party accounts aren’t moved automatically.

You’ll need to unpair each third-party account from your old device and re-pair each third-party account individually with PingID mobile app on your new device.

If your old device is lost, broken, or stolen, contact the third-party organization for instructions of how to unpair their account from PingID mobile app when your old device is unavailable. After you’ve unpaired the account from your old device, you can pair it again on your new device.