This topic shows you how to transfer PingID mobile app authentication from your old phone to a new one using a QR code.
Animation showing the process of moving PingID from an old device to a new device
Note:

In some situations, you might not be able to transfer PingID to your new device directly, such as:

  • If this feature is disabled by your organization.
  • If you don't have access to your old phone, or do not start the transfer from within the PingID mobile app of your old phone.
  • If you're not planning to use the PingID mobile app on your new device, but want to use a different authentication method, such as the device's built-in biometrics.
  • If your old device is paired to more than one data center.

In these cases, you must manually unpair PingID from your old device and then manually pair PingID with your new device.

If you are unable to access your old device or your device is damaged, lost, or stolen, see A lost or stolen device situation.

  1. On your new device, go to the apps store to download and install the PingID mobile app.
    Note:

    If you use the backup and restore feature on your mobile device to move apps to your new device, the PingID application is transferred to your new phone, but the connection to your user account will be lost and you won't be able to authenticate. Therefore, you must download the PingID mobile app to your new phone, and then transfer the PingID service to your new device using the instructions described here.

  2. On the device you want to unpair (your "old" device), open the PingID mobile app, tap the Gear icon (), and then tap Change Device.
    Note:

    If your admin has disabled the option, the Change Device option will not be visible in the menu.

    Your old device displays a QR code and pairing key.

  3. On your new device, open the PingID mobile app and scan the QR code or enter the pairing key.

    Your new device displays a green Authenticated message with a check mark, confirming the pairing of your new device is complete, your old device is unpaired, and your organization is added to PingID.

The next time you sign on to your account or app, you are prompted to authenticate on your new device.

Note:

After you transfer PingID authentication to your new device, you are no longer able to authenticate on your old device.