Who Should Contact RSA Technical Support?

-The RSA Technical Support line is intended for RSA administrators within your organization. These administrators are trained on the RSA Authentication Manager server, which provisions tokens and manages authentication requests.

-As an end user, your company’s RSA administrator or internal help desk is your primary point of contact for any token or authentication issues. If your administrator is unable to resolve the matter, they may escalate the case to RSA Technical Support.

-To verify your support contract, RSA will request a valid maintenance contract number or product serial number. If you do not have this information, please contact your company’s help desk for assistance.

-For guidance on locating your RSA product serial number or license key, please click How to find the serial number or license key for your RSA product.

-If you are not an RSA administrator, please refer to the Frequently Asked Questions below for answers to common issues, and contact your internal help desk for further support.

Common reasons RSA SecurID token end users contact RSA Technical Support​

• I can't log into my banking software.

• I can't log into my PC or access servers or files on my network.

• My token is expired/broken or I lost it.

• If I lost my token, can someone log in to my PC or network?

• Without my token I can't authenticate.  Help!

• I found an RSA SecurID token.

  • If you found a token somewhere that is not attached to a set of keys

• If you found a token on the street that is attached to a set of keys

• If you found a token in a retail store, business or complex that is attached to a set of keys

• I can't install my RSA SecurID software token.

• Please reset my RSA SecurID token PIN.

• Can you just fix it for me?

1- I cannot log in to my banking application

RSA Technical Support does not have access to your bank’s token server. If you are unable to log in, please contact your bank directly for assistance.

2- I cannot log in to my PC, network, or company applications

RSA Technical Support does not have access to your organization’s token server. For login issues with your PC, network, or applications, please reach out to your company’s internal help desk.

3- My token is expired, damaged, or lost

If your token has expired, is broken, or has been lost, please contact your internal help desk for a replacement.

• Software tokens: New tokens can be delivered via email or QR code.
• Hardware tokens: A replacement will be provided in person or mailed to you.
• Self‑Service Console: If your company uses the RSA Self‑Service Console, you may request a new token through the portal. Please ask your help desk administrator for the URL.

4- If I lose my token, can someone access my PC or network?

No. A token alone cannot grant access. An unauthorized person would also need your username, PIN, and access to your device. As soon as you realize your token is lost, contact your internal help desk so they can disable it.

5- I cannot authenticate without my token

If your token is expired, broken, or missing, your help desk administrator can issue a temporary emergency access token until your replacement arrives.

6- I found an RSA SecurID token

• Token without keys: Tokens do not contain personal or confidential information. RSA cannot identify or contact the owner, as client data is kept confidential. Such tokens may be discarded. For guidance on proper disposal, please refer to RSA’s Token Disposal Statement (search “rsa token disposal” online).
• Token attached to keys (found in public): Please deliver the keys and token to a local police station’s Lost and Found.
• Token attached to keys (found in a business or retail location): Please hand the items to the establishment’s Lost and Found. If unclaimed within two weeks, the token may be discarded, as the user has likely already requested a replacement.

7- I cannot install my RSA SecurID software token

Please contact your company’s internal help desk and provide details of the steps you have taken during installation.

8- I need to reset my RSA SecurID token PIN

RSA Support does not have access to your company’s Authentication Manager. Please contact your internal help desk for assistance with PIN resets.

9- Can RSA fix this issue directly?

RSA does not have direct access to your company’s servers or authentication systems. For security reasons, your environment is managed exclusively by your organization. Please contact your internal help desk for support with authentication or token issues.