Management
|
Category |
Question |
Answer |
|---|---|---|
| Install app | My FortiToken Mobile app is normally on my phone but it’s currently not accessible. Can I re-download it to my iPad? |
Yes, you can delete and re-download FortiToken Mobile. Alternatively, transfer your tokens first, then delete Fortitoken Mobile. Scan the transfer code on the same device after re-installing the FortiToken Mobile app. |
| Force delete tokens | My phone that I was using for MFA failed, and I replaced it on a new phone, but FortiToken Mobile forced me to delete the entries it had. How can I set it to my new phone? |
This is expected on FortiToken Mobile because the app doesn’t allow the same token to display on two different devices for security reasons. If you are an administrator of the FortiCloud account and cannot log in to the FortiCloud account due to a lost token, you need to contact Fortinet support to request a new token for your account. |
| Backup and restore | I have a new iPhone and have discovered FortiTokens are no longer working on FortiToken Mobile. The message tells me to either scan a barcode or enter manually. |
You are not able to see any token on the new device and this is as expected. You will need to use FortiToken Mobile on your old device. Alternatively, backup the old device via iTunes, then reset the old device and restore the backup to your new device (please be aware that this way is controlled by iOS and may not work properly due to different iOS versions or iPhone models). |