Resetting tokens for Two-Factor Authentication

You can reset tokens for FortiToken Mobile and third-party authenticator apps:

• Resetting a FortiToken

• Resetting a third-party authenticator app token

Resetting a FortiToken

You can reset FortiToken for Two-Factor Authentication from your account from the Welcome page after you log into a portal. For example, you have upgraded your phone and you want to configure FortiToken on your new device to use with Two-Factor Authentication.

To reset FortiToken for Two-Factor Authentication for a new device:

1. Install the FortiToken app on the new device.

2. Log in to the portal with the FortiToken app on the old device and go to Security Credentials > Two Factor Authentication.

3. Click Reset Token under FortiToken.

   If a mobile number is included in your account, an SMS code will be sent to the number.

4. Enter the SMS Code and account Password.

5. Click Submit. A FortiToken reset email will be sent to the account email address.

6. Configure the FortiToken app for your new device and log in.

Lost FortiToken device

You can reset the FortiToken for a lost device if you have added the mobile number to the account. If you have not added a mobile number to the account, contact Customer Service. See Contacts.

To reset FortiToken for a lost device:

1. Attempt to log into the portal.

2. When you are directed to the Input Security Code page, select Lost FortiToken.

   

3. Enter your account email address and verify the Captcha.

   

4. Click Submit.

5. Enter the verification that was sent to your email.

6. Click Next.

   If a mobile number is included in your account, an SMS code will be sent to the number.

7. Enter the SMS Code and account Password.

8. Click Next. A FortiToken reset email will be sent to the account email address.

Resetting a third-party authenticator app token

You can also reset the token for a third-party authenticator app if that it your chosen mode of authentication.

To reset a third-party authenticator token:

1. Click the Account menu at the top-right of portal and select Security Credentials.

   

2. In the navigation pane, click Two Factor Authentication. The Two Factor Authentication page opens.

3. Click Reset Token under Third-Party Authenticator App.

4. Enter your password to verify your identity and click Next.

   If a mobile number is included in your account, an SMS code will be sent to the number.

5. Enter the SMS Code and account Password.

6. Click Next.

7. Scan the QR code from the authenticator app or enter the activation code.

8. Click Next.

9. Enter the token code from the authenticator app.

10. Click Next. A confirmation message is displayed.

Lost token on a third-party authenticator app

You can reset the token of a third-party authenticator app from the login page.

To reset a third-party authenticator:

1. Attempt to log into the portal.

2. When you are directed to the Input Security Code page, select Lost Token on Third-party app.

   

3. Enter your account email address and verify the Captcha.

   

4. Click Submit.

5. Enter the verification that was sent to your email.

6. Click Next.

   If a mobile number is included in your account, an SMS code will be sent to the number.

7. Enter the SMS Code and account Password.

8. Click Next.

9. Scan the QR code from the authenticator app or enter the activation code.

10. Click Next.

11. Enter the token code from the authenticator app.

12. Click Next. A confirmation message is displayed.