Handling a lost, broken, or stolen device situation
If your device is lost, broken, or stolen, it remains paired to your account. Unpair it immediately to ensure that no one else can use it to access your account. Report it to your IT department for security reasons.
Unpairing a device depends on your organization set up and whether you have another device paired with your account. To unpair your device, do one of the following:
I have another device paired with my account
If you have another device paired with your account, in addition to the device that was lost, broken, or stolen, you can unpair your device yourself. Sign on to your account, go to your Devices page, and unpair your device. Learn more in Adding and managing authentication methods and (Legacy) Unpairing a device.
I have a backup device I can use to access my account
If you have a backup device, you can unpair your device yourself.
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Sign on to your account using your backup authentication device. Learn more in Authenticating with PingID using a backup device.
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Go to your Devices page, and unpair your device. Learn more in Adding and managing authentication methods and (Legacy) Unpairing a device.
The lost, broken, or stolen device was the only device paired with my account
If you don’t have another paired device, contact your organization’s customer support representative to unpair your device.
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Ping Identity Support can’t unpair your device for you. Only your organization’s customer support representative can perform this task for you. |
If your missing device is PingID mobile app
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For organization accounts, if you don’t have another device paired to the account, you’ll need to ask your organization’s customer support representative to unpair the PingID mobile app before you can pair it again on a different device.
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If you used the PingID app for other third-party accounts, contact each service provider directly to unpair your old device.