|Applies To||RSA Product Set: SecurID Access|
RSA Product/Service Type: Authenticate App
If an Authenticate App user enters too many incorrect PINs (for example, forced to choose Reset PIN) or chooses Forgot PIN they see the following message:
PIN cannot be reset, Contact your administrator
This can occur if the user is not protecting access to their device with a PIN or biometrics.
|Resolution||After configuring device protection (PIN or biometrics), the affected user must delete the company from the Authenticate App My Account page and then re-register their device.|
|Notes||Users can be required to provide additional authentication (for example, a PIN) before viewing their RSA SecurID Authenticate Tokencode in the Administration Console Company Settings > Configure Session and Authentication Method Settings.|