This section lists issues that you might encounter if you have more than one device paired with your account.
I'm trying to add a device. I'm being prompted to authenticate using FIDO2 biometrics, even though my accessing device is not paired with PingID.
If you only have FIDO2 biometrics devices paired with your account and your current accessing device is not paired with your account, you cannot manage your devices from the My Devices page.
Access the My Devices page from a FIDO2 biometrics device that is paired with your account and add an additional device, such as email, SMS, or Security Key. When accessing the My Devices page from your non-paired biometrics device, you can authenticate using the additional device and can then pair the new FIDO2 biometrics device to your account (recommended).
I cannot edit the mobile device details on My Devices page
When I click the Expand icon () next to one of the devices listed on the My Devices page, the details are not displayed and I cannot edit them.
The reason is that you can only change the device details for email, SMS, and voice authentication types. However, you can edit the description or device nickname for all authentication types.
My personal details are visible for one of my devices even when the screen is masked or locked
For your security, the My Devices page automatically masks or locks your personally identifiable information (PII) after a few minutes of inactivity and prompts you to authenticate if you want to make changes.
Only information in the Device Details field is masked automatically. Information in your device Nickname field is not automatically masked. Remove any personal information from the device nickname field. For more information, see Adding and reordering devices.
When I click the Settings button nothing happens, and I'm unable to access the My Devices page
If your primary authentication device is email, SMS, or voice, it generates a one-time passcode (OTP) with which to authenticate. When you click Settings, a new OTP will be sent to your device, so make sure to check it. You must use the new OTP to access the My Devices page because any previously issued passcodes are no longer valid.
When I enter my one-time passcode, I see the message 'invalid passcode'
|If you entered the wrong passcode or an old passcode that is no longer
valid, you receive the message Invalid passcode. To
generate a new passcode choose from the following actions:
When trying to authenticate, I see the message 'Timed Out'
|When prompted to authenticate, you have a limited timeframe in which to
authenticate. This timeframe is defined by your organization. If you wait
longer than the time defined, you see the Timed Out
message. To try again, choose from the following actions: