I Need Help With My Token/Passcode

Unfortunately, SecurEnvoy does not have access to your organisation’s systems, so we are unable to make any changes to the configuration, this is for security reasons. We only provide the software, it is then configured and controlled by your organisation internally.

I Don’t Have Access To My Old Device

If you do not have access to your old device, do not know your organisation’s SecEnrol URL, or are having other issues logging into your organisation’s, this will need to be rectified by your internal IT support. Please contact them and they will be able to assist you.

I Still Have My Old Device

If you have a new device and still have access to your old device, then you may be able to use the following steps to move over to your new device:

SecurEnvoy Authenticator App

  1. Press on the arrow on the right-hand side of the token you wish to move and click “View Details”.

    Token Support

    Token Support

  2. Copy the value in the lower text box and visit the page in a web browser.

    Token Address

    • Please note, this value may be blank if your organisation does not allow push notifications for authentication. In this case you will need to find the correct URL elsewhere, there may be a “Manage My Token” link on your log in page that you can use.

  3. Log in as normal, using the app on your old device.

    Manage my Token

  4. Select the option for “Setup My Soft Token App” and follow the instructions to set up your new device.

    Setup Soft Token

  5. Your new device is now set up for MFA. Although the old device will still have a token, you will not be able to log in using your old device. You can remove this token using “Delete Code” if you wish.

SMS Passcodes

Important: You will need to know your organisation’s “SecEnrol” URL. If the log in page you use has a “Manage My Token” link, then you can also use this.

  1. Visit the SecEnrol page in a web browser.

  2. Log in as normal using the passcode sent to your old device.

    Manage my Token

  3. Select the option for “Send My Passcode Via SMS” and enter your new phone number that you want passcodes to be sent to. Follow any other instructions.

    SMS Passcode

  4. Your passcodes will now be sent to your new phone number.