FAQ
03
My token is not working
If you are not able to login with your FIDO2 security token, please try the
following:
•
Check if you have internet connectivity
•
Check if it works to login with your token from a different browser
•
If you have a backup option for MFA set up on your account, please login to
the
and
FIDO2 security token
If none of the above resolves the issue, then it may be a problem with the
hardware. Please contact a
who should be able to help
investigate this further.
I have forgotten my PIN
If you have forgotten your FIDO2 security token PIN, there are two options
available to reset your PIN. If you have an alternative option for MFA set up on
your account (e.g.
or second FIDO2 security token),
you can reset your PIN with the following steps:
your security key to factory settings on a Windows 10 device
your registered security token in the NHSmail Portal
your security token with a new PIN in the NHSmail Portal
Alternatively, contact a
who should be able to help you reset
your PIN. They will need access to your token to do this.
My token has been misplaced / stolen
If your token has been stolen, misplaced, or otherwise lost, please make sure to
remove the security token from your list of registered tokens in the
. This is critical as an attacker may attempt to use the token to gain
unwarranted access to systems.
It is also advised that you follow local procedures to report this as appropriate. If
you have any queries, please contact a
at your organisation.
I want to start using FIDO2
If you want to start using FIDO2, please contact a
should be able to advise you on the process for getting a security token at your
organisation.
Please note that as of September 2021, FIDO2 is a new capability and some
organisations may not yet have a defined plan for rolling this out to users.
For further guidance, visit the
page.
