If the user loses his/her mobile phone, where the tokens are enrolled, it is necessary to block/delete the enrolled tokens in the application for security reasons, so that they cannot be used to log in by an unauthorized person.
The user can proceed in two ways:
- if the user can log in to the app despite losing his mobile phone - thanks to the additional tokens he has enrolled:
- the user logs into the app and simply deletes all lost tokens - tokens enrolled in the app on the lost phone. He then enroll the tokens again on the new phone - see Tokens help page.
- if the user is unable to log in to the app because the mobile phone contained all the registered tokens:
- it is possible to generate a so-called backup token - EMERGENCY CODE, which can be used to log into the application and provide a remedy. With the help of the backup token, the user can log into the application and approve the change or enrollment of a new token (new phone number, new email...). The procedure is as follows:
- Launch the Emergency access app, the link to which is available on the login page - see picture bellow.
- Go through the process and generate an Emergency access code - see Emergency access help page.
- Use this code to log into ANT ID - enter the emergency access code instead of the OTP from mobile app - see login via emergency access code help page.
- Go to the token list and simply delete the tokens you have in ANT ID (that you lost from the mobile app) and re-enroll them in the new mobile app.
- Notes:
- the code can have a limited number of uses, so you need to perform the necessary operations after the first login - based on the reason for using the emergency accesa code - such as removing lost tokens and enrolling new ones.
- the code can also be generated by operator in Operational console - see documentation page.
