ARCHIVED: If I have lost my OTP token or it stops working, what should I do?

This content has been archived, and is no longer maintained by Indiana University. Information here may no longer be accurate, and links may no longer be available or reliable.

Important:

UITS has replaced One Time Password (OTP) with Duo for two-factor authentication.

Note: If you are having problems with your OTP (One Time Password) token, first see ARCHIVED: Troubleshooting your OTP token.

On this page:

Lost or damaged
Defective or stopped working

Lost or damaged

If your OTP token is lost, you will need to get a new one in order to access secure systems at IU. See ARCHIVED: How do I get an OTP (One Time Password) token?

If you know where you left your original token, but it is not readily accessible to you, your department may have a spare to loan you until you recover it (however, not every department keeps spare tokens on hand). In this circumstance, you may have two tokens activated at the same time.

Once you have a permanent replacement, it is important that you or your departmental coordinator request deactivation, or unassign your lost or damaged token (or the spare that was temporarily assigned to you). This step will help preserve the security of sensitive systems at IU; it will also reset the spare so it can be reassigned again, should the need arise.

To request deactivation:

Log into OneStart. (You do not need to check the OTP Login box.)
Select the Services tab, and then click Administrative Systems on the left.
In the expanded left menu, click Application Access.
Under "Step 3 - OTP Token", next to "Deactivate an existing OTP Token", click the + (plus sign).
Fill out the form labeled "Deactivate an existing OTP token". This form creates a Kuali Workflow eDoc, which will be routed for approval; when completed, it will be sent to the Identity Management team for processing.

Defective or stopped working

If your token seems to be defective or stops working, try the following, in order:

Try ARCHIVED: changing your PIN and then testing your token.
Occasionally, tokens get out of sync; sometimes having it deactivated can fix this. Follow the instructions above to request deactivation. You then ARCHIVED: reactivate it and reset the PIN.
If neither of the above work, you probably need a new token; see ARCHIVED: How do I get an OTP (One Time Password) token?

OTP tokens cannot be repaired in the field. However, all current OTP tokens in circulation are under the manufacturer's warranty until April 28, 2016. If your token stops working despite having been treated with care, it may be eligible for replacement under warranty. Your departmental OTP coordinator may contact the Accounts Administration team to discuss warranty replacement eligibility and processing.