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Token Migration - FAQ New Mobile Token

Overview

This article shows frequent issues with our new mobile authentication method and how to troubleshoot them.


Scenarios


Q - I have accidentally migrated to the mobile token, but want to keep using the hardware token.

A - Since the migration cannot be undone, can you consider using our new mobile token?



Q - I cannot scan the QR code.

A - Please make sure that you are using the right app:

Play Store: Google Authenticator, Microsoft Authenticator, 2FA Authenticator

Apple App Store: Google Authenticator, Microsoft Authenticator, 2FA Authenticator



Q - When I go through the migration steps, I cannot see the QR code.

A - The reason might be that you have already scanned the code on your app.

Please look for the authenticator app on your phone and check if there is already a PRISMA code in it.



Q - I get an error when inserting the QR code.

A - If you have successfully changed the password and scanned the QR code, but receive an error message when inserting the 6-digit verification code, it's very likely that your phone is out of sync. The time zone in both the mobile device and the computer should be synchronized.

  • Please remove the QR code from your app. 
  • Go to the "Date and time" settings and activate the synchronization button. 
  • Go back to the platform, log in with e-mail and password. 
  • Scan the new QR code and this time the verification code should work.



Q - I forgot my password and the 'Forget password' link doesn't work.

A - Please contact Customer Success.