This article describes the actions required to reset your credential on your device Authenticator so that you can log in again.
What’s the issue?
When you try to log in on your device, your attempt may fail even though you have a credential set up on the said device. This happens when the credential’s underlying certificate is no longer active.
The following error may get displayed in your browser tab processing the authentication.
What’s the solution?
You will need to reset your existing credential so that its underlying certificate is active.
Reset your credential by re-enrolling
If you do not have another device with the same working credential, you will need to re-enroll a new credential from scratch. This can be done by re-enrolling from the user portal or asking your administrator to resend a registration email.
Important note: Once you reset your credential, you must update all your other devices that have the former credential in order to log in on those devices. You can do this by migrating your newly reset credential to all your other devices. Follow the guide below based on your affected device.
How to migrate my credentials to another device:
Need help? Contact support at firstname.lastname@example.org