Forgot PIN?

  1. Connect the device whose PIN you have forgotten and click on the Forgot PIN? icon (Forgot PIN icon):

    My Devices page displaying a device in the Active state showing the Forgot PIN icon outlined in red, with an Add Device button in the top right corner

  2. Checks are performed to verify that the ActivID CMS Web Browser extension and HID CMS Client are installed.

    Note: Refer to Troubleshooting if these checks are not successful.

  3. A check is then performed to detect your device:

    Reset PIN dialog box during Check Device step with a Cancel button in the bottom right corner

    Important:

    If no device is detected, or the wrong device is detected, you are prompted to connect your device and hit Refresh:
    Reset PIN dialog box during Check Device step displaying instructions for when a device is not detected, with a Refresh button in the top right corner outlined in red and with a Cancel button in the bottom right cornerReset PIN dialog box during Check Device step displaying instructions for when the wrong device is detected, with a Refresh button in the top right corner outlined in red and with a Cancel button in the bottom right corner

  4. Once your device is detected, you are asked to confirm the PIN reset operation:

    Reset PIN dialog box during Check Device step showing the device detected, with a Refresh button in the top right corner and with a Cancel button and a Next button in the bottom right corner

  5. Click Next. The device PIN is reset:

    Reset PIN dialog box during Reset PIN step showing the PIN Reset in progress

  6. After the PIN is reset, you are prompted to change the PIN:

    Reset PIN dialog box during Change PIN step with the empty New PIN field selected

    Important: For security reasons, it is imperative that you set a new PIN. If you do not complete this process, the temporary PIN displayed will be set.

  7. Enter and confirm your new PIN, then click Next.

    8. After your device is set with its new PIN, the Reset PIN dialog box closes automatically, and you return to your My Devices page:

    My Devices page displaying a device in the Active state, with an Add Device button in the top right corner

Important: This operation changes the device PIN. If your device contains a FIDO application using a shared PIN, the FIDO application PIN is automatically updated when you change the device PIN. For more information about FIDO applications, see Particularities Concerning FIDO Applications.