Token Migration - FAQ New Hardware Token

Overview

This article provides answers to the most frequently asked questions on our new hardware authentication solution.

For any other questions, please contact Customer Success.

Scenarios

Q - Why do I have to provide a mobile phone number?

A - To be able to process the new hardware token, we need to link a valid mobile phone number to it. This will allow you to receive a code per SMS on your phone which will give you access to the platform while you wait for your token to arrive.

Note: the fallback phone number will not be shared nor visible anywhere!

Q - What if I don't have a work phone?
A - It doesn't have to be a smartphone or a work phone. The important is that the phone can receive an SMS.

Q - How long does it take for my request for the new hardware token to be processed?
A - From a few minutes up to 12 hours.

Q - What if I don't receive an SMS?
A - There might be a problem between the communication systems of the two countries.

If that happens, please contact Customer Success.

Q - What if I don't want to log in with my phone number?
A - You don't have to log in with your phone number if you don't want to. However, you are still required to provide a number, otherwise the token cannot be processed.

Q - What if I migrated to a mobile token, but want a hardware token instead?
A - Contact Customer Success and request the switch.

Q - What if I can't find my old Vasco token, have lost it or left it at the office?

A - Contact Customer Success.