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UW Digital ID (One-Time Password) - Lost or Stolen OTP Token

This document summarizes what to do if an OTP token is lost or stolen.

End User Instructions

To prevent any misuse from a potentially stolen OTP token, you will need to disable your OTP token.

  1. Navigate to and log in with your institutional credentials.

    If you experience problems logging into this page please refer to the following KB document: 13942

  2. Click Request Temp Password in the left-hand sidebar.

  3. Click Disable Device under I have permanently lost or damaged my device!

    You will still be able to request temporary passwords, but your token will not be valid until re-enabled by a Local Registration Authority (LRA).

  4. If your token has been stolen or permanently lost, visit your LRA to deactivate your old token and obtain a new one. You will need to submit another request for an OTP token after deactivation.

    Please follow the instructions on this KB to find your closest LRA: 34509

LRA Instructions

You will need to disable the OTP token to prevent unauthorized access through the OTP token, but still allow the customer to request contingency access codes.

  1. Navigate to and log in with your institutional credentials.

    If you experience problems logging into this page, please refer to the following KB document: Wisconsin Federation - Logging into an application

  2. When prompted to, enter your OTP code to finish logging in.

  3. Search for the customer's request by entering the customer's name into the Name field and selecting the "Completed" status.

  4. Select the customer's OTP request.

  5. Click Disable Device in the Available Actions panel.

If the customer has confirmed that their device is permanently lost or stolen, please follow the deactivation instructions located at this KB document: 32896

Once the token has been deactivated, direct the customer to submit a new OTP token request by following this KB document: 32644

Keywords:human resource system, hrs, shared financial system, sfs, core user, uw digital id, otp, one time password, mfa, multi-factor authentication, fob, key fob, smartphone, smart phone, stolen, lost, missing   Doc ID:33246
Owner:Marc T.Group:Identity and Access Management
Created:2013-09-09 08:57 CDTUpdated:2020-04-09 08:58 CDT
Sites:DoIT Help Desk, DoIT Tech Store, Identity and Access Management, UW Green Bay
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