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UW Digital ID - Customer - Lost or Stolen OTP Device

This document summarizes what to do if the device you use for generating your one time password is lost or stolen.

This applies to both types of OTP devices the Key Fob and Smart Phone App.

1. Disable your OTP Device

2. Go to in your web browser and log in by selecting your campus and entering your institutional login credentials
If you experience problems logging into this page please refer to the following:

     The My Digital IDs page appears and there are a two ways to disable your OTP Device.

Option 1

I. Click on the OTP Device in the My Digital IDs list

II. Click the Disable Device button in the upper right corner

III. A warning window will appear and ask you to confirm that you want to disable the OTP device

IV. Click Disable Device button to continue

V. Device Disabled message will appear

Option 2

I. Click the Request Temporary Password button above your list of Digital IDs in the upper right corner of the page

II. Click on the Disable Device button at the bottom of the page

III. A Device Disabled message will appear

3. Contact your LRA as soon as you become aware of the loss / theft

4. To find out who your LRA is click on the Click here for assistance link at the bottom of the page within the UW Digital ID site.
You can also find this information by clicking on the Find Help link in the left-hand navigation menu.

5. To verify your identity you must present a government issued photo ID and your UW ID to your LRA: 
Acceptable forms of Identification: UW ID Card, Drivers License, Passport, US Military ID Card.

6. Request a new OTP device (Note: Customers cannot request a new OTP device until an LRA has deactivated their current OTP device)
Request a key fob OTP device:
Request a smart phone app OTP device:

7. After you have placed your request and verified your identity, the LRA can Activate your new One Time Password Device.

8. For 2factor VPN users only, email stating that you have a new OTP serial number. You will be unable to connect to the 2factor VPN until your account is updated with the new serial number.

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   Doc ID:33246
Owner:Steven T.Group:UW Digital ID
Created:2013-09-09 07:57 CSTUpdated:2016-11-21 15:07 CST
Sites:DoIT Help Desk, DoIT Tech Store, UW Digital ID, UW Green Bay
Feedback:  3   2