PingID End User Guide

Authenticating with PingID using a backup device

If you forgot or lost your paired device or it is stolen, you might be able to authenticate using a backup device.

About this task

Use the Forgot your device? link to get a one-time passcode (OTP) to use to authenticate through email, SMS, or voice message.

If you are unable to access one of your paired devices, click Forgot your device? to see the backup devices available to you. The devices you can use depend on the information available in your organization’s directory and can include your personal email or an alternative phone number.

The Forgot your device? link is only available if your organization has enabled this feature and there is a valid backup device for your account.

An animation showing the process of forgetting your device and using a backup device to authenticate.

Steps

  1. Sign on to your account or app.

    Result:

    The Authenticating on…​ window appears displaying the Forgot your device? link.

    A screen capture of the Authentication window showing the Forgot your device? link

    If the Forgot your device link is not available, contact your helpdesk to access your account.

  2. Click Forgot your device?.

    Result:

    The Choose Verification Method window displays a list of the backup devices available to you.

    A screen capture of the Choose Verification Method window and a list of the available backup devices

    The list of devices available to you depends on the configuration options defined by your organization.

  3. From the Choose Verification Method list, select the device or method you want to use to authenticate. Click Next.

    Result:

    You receive an OTP to the device that you selected.

    If a push notification is sent to your primary device, the push notification cancels, and a Device Change notification displays on your primary device.

    A screen capture of the Device Change window and message confirming you have changed your authenticating device

  4. In the Authentication window, enter the OTP into the passcode field. Click Sign On.

    A screen capture showing window informing you that an email has been sent with a passcode with the email address and a field in which you can enter the code.

    Result:

    You see a green check mark, indicating successful authentication, and your access is approved. You are automatically signed on to your application.

    A screen capture of the green Authenticated check mark