Hardware tokens need to maintain time synchronization. If your token gives you an error, follow the steps below to resync it.

  1. Access the Devices page either:
    • During authentication: When the Authentication screen opens, click Settings.
      Note:

      In order to resync an out-of-sync hardware token, you will need first to authenticate using an alternative method such as email. That is the situation assumed in the example below.

    • From your organization dock: Click the Account icon () and then click Devices.
    • From a link provided by your IT department.

    The Devices page opens, showing the devices you currently have paired with your account. The primary device is shown in green.


    A screen capture of the My Devices page with a primary device enabled.

    Click the Expand icon () to view details of a device:


    A screen capture of the My Devices page with the details expanded for a device.
  2. Click the Resync Token option.

    The Hardware token sync window is displayed:


    A screen capture of the Hardware token sync page where the end user enters the passcode.
  3. Enter the passcode displayed on the token.

    The Final step window is displayed:


    A screen capture of the Final step window where the end users enters a new passcode.
  4. Wait for a new passcode on your token and enter it.
  5. Click Sync to complete the resync.

    Your token is now resynced and should be available for authentications.