I requested a hardware token but it hasn't arrived, what do I do?

Token delivery can be delayed for three reasons:

(1) your assignment with the operator hasn't been approved yet, 

(2) the token is still in the mail or 

(3) the token was lost in the mail.

(1) If you have not received a welcome email from the Customer Success team with instructions on how to complete your account setup, this means that none of the operators you requested an assignment with has approved you yet. 

In this case, please contact the operator directly to find out the reason for the delay.

If you have received a welcome e-mail from the Customer Success team, but your token hasn't arrived yet:

(2) Please allow up to 10 business days from the date you received the welcome email for your token to arrive.

(3) If it has been more than 10 business days since you received the welcome email, please contact our Customer Success team at helpdesk@prisma-capacity.eu.