000038757 - Some authenticators are only available "With Additional Purchase" on the RSA SecurID Access Cloud Administration Console's Assurance Level page

Document created by RSA Customer Support Employee on May 5, 2020
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Article Number000038757
Applies ToRSA Product Set: RSA SecurID Access
RSA Product/Service Type: Cloud
IssueWhen a Super Administrator tries to Configure Assurance Levels in the RSA Cloud Administration Console, the drop-down lists under High, Medium, and Low Assurance Levels show that some authentication methods are greyed out, in the With Additional Purchase section. The greyed out authentication methods cannot be selected. The following message displays:

You are permitted to use only the authenticators you have purchased

Assurance Levels

When users try to register their RSA Authenticate app on RSA MyPage, they may also get the following error and are unable to register their device:

Cannot register. Contact your administrator. 

MyPage Error
CauseYour sales order for the RSA SecurID Access Cloud Authentication Service did not include the authentication methods that are greyed out on the Assurance Levels page in the RSA Cloud Administration Console. 

If the MyPage error also occurs, it indicates that none of the RSA Authenticate app's authentication methods are available due to this reason.
ResolutionContact RSA Sales or the RSA Partner from whom you purchased the RSA SecurID Access Cloud Authentication Service, to review the authentication methods that were in your sales order.