Entrust Datacard

Entrust Certificate Services Support Knowledge Base

Last Modified: 2017-08-28 16:28:41.0

How to reset your PIN for Second Factor Authentication Soft Token

Article Number: 46352

User-added image

1. If you have forgotten your Entrust Soft Token PIN and need to reset it, open the Entrust IdentityGuard Soft Token application on your computer or mobile device. (If you are already locked out of your application, please proceed to step 1c.)

a. The PIN screen appears.



b. Enter incorrect PINs until you see the Lockout screen.



c. Click Unlock. A PIN Reset Code is displayed.

2. Access your Self-Service administration portal, Manage My Account:

https://enroll.entrust.net/IdentityGuardSelfService/authenticate/firstFactorAuthentication

User-added image
3. Login to your account and answer the Security Question challenge.

4. Under the Second Factor Authenticators menu, select My Entrust IdentityGuard Mobile OTP or Desktop Soft Token application is locked.

User-added image

5. Confirm that you wish to receive an unlock code for the Serial Number presented to you by selecting Yes.

6. Your Soft Token will now display a PIN reset code. Type that code into the box provided under Pin Reset Code.

User-added image

7. Select OK. You will proceed to a new page where you are provided with an unlock code that you may now input into your Soft Token application.

8. You will be asked to create a new PIN.

You have successfully reset your Soft Token PIN.

If you have any questions or concerns please contact the Entrust Certificate Services Support department for further assistance: 

Hours of Operation: 
Sunday 8:00 PM ET to Friday 8:00 PM ET 
North America (toll free): 1-866-267-9297 
Outside North America: 1-613-270-2680 (or see the list below) 
NOTE: Smart Phone users may use the 1-800 numbers shown in the table below.
Otherwise, it is very important that international callers dial the UITF format exactly as indicated. Do not dial an extra "1" before the "800" or your call will not be accepted as an UITF toll free call. 

CountryNumber
Australia0011 - 800-3687-7863
1-800-767-513
Austria00 - 800-3687-7863
Belgium00 - 800-3687-7863
Denmark00 - 800-3687-7863
Finland990 - 800-3687-7863 (Telecom Finland)
00 - 800-3687-7863 (Finnet)
France00 - 800-3687-7863
Germany00 - 800-3687-7863
Hong Kong001 - 800-3687-7863 (Voice)
002 - 800-3687-7863 (Fax)
Ireland00 - 800-3687-7863
Israel014 - 800-3687-7863
Italy00 - 800-3687-7863
Japan001 - 800-3687-7863 (KDD)
004 - 800-3687-7863 (ITJ)
0061 - 800-3687-7863 (IDC)
Korea001 - 800-3687-7863 (Korea Telecom)
002 - 800-3687-7863 (Dacom)
Malaysia00 - 800-3687-7863
Netherlands00 - 800-3687-7863
New Zealand00 - 800-3687-7863
0800-4413101
Norway00 - 800-3687-7863
Singapore001 - 800-3687-7863
Spain00 - 800-3687-7863
Sweden00 - 800-3687-7863 (Telia)
00 - 800-3687-7863 (Tele2)
Switzerland00 - 800-3687-7863
Taiwan00 - 800-3687-7863
United Kingdom00 - 800-3687-7863
0800 121 6078
+44 (0) 118 953 3088

 

TN8625

Affected Products:

  • Entrust Certificate Services SSL Mgmt Service Account - Non-Pooling Version Not Applicable ALL Platform Not Applicable