Last Updated: January 6, 2022

These FAQs are a resource for your Help Desk to prepare for questions that may occur with the upgrade to SecurID 4.0. 

This is a living document that we will update as needed. To be sure you will be notified of all updates, click Subscribe in the upper right corner of this page.

Want to learn more about what your existing users can expect when they switch to SecurID 4.0? See Authenticators Unite – SecurID App 4.0 is Coming! 

SecurID 3.x to SecurID 4.0 FAQs

*Note: if you have an abnormally high number of calls or questions, please contact our SecurID Customer Support.

What Quick Shortcuts Should I Pass On to My SecurID 4.0 Users?

• On any account or software token card, tap the tokencode to copy it.
• Quickly clear a PIN by swiping down on the software token card.
• iPhone users can copy a tokencode to the Universal Clipboard and paste it into an application.
• On the About screen, tap the Binding ID to copy it.

How Can SecurID 4.0 Users Send Email Logs?  

SecurID 4.0 users do this the same way as they in SecurID 3.0. Instruct users to perform these steps:

1. Open the app. At the bottom of the Home screen, tap More.
2. Tap Email Logs.
3. Use an email application to send the logs to your administrator.

What is Next for Authenticate App Users?

Currently Using both Authenticate and SecurID 3.x?

The SecurID 4.0 update is an update for SecurID 3.x and earlier. The Authenticate app remains the same. Normal troubleshooting steps should continue for the Authenticate app. The current Authenticate App will still be available.

See the section above for information regarding SecurID 4.0.

We suggest you start planning and testing to be able to develop a plan that works for your company. Contact your Account Manager, Security Engineer, or Customer Success with any questions you have.

Currently Using the Authenticate App Only?

The SecurID 4.0 update is not an update for the Authenticate app. The Authenticate app remains the same. Normal troubleshooting steps should continue for the Authenticate app. The current Authenticate App will still be available.

We suggest you start planning and testing to be able to develop a plan that works for your company. Contact your Account Manager, Security Engineer, or Customer Success with any questions you have.

Currently Planning or Testing the Move from Authenticate to SecurID 4.0?

Where do Authenticate app users go to register their devices with SecurID 4.0?

Users who will be using Approve (push notifications), Authenticate Tokencode, and Device Biometrics must register their devices on SecurID My Page or on your company's self-service portal. 

To enable My Page, in the Cloud Administration Console, click Platform > My Page, enable My Page, then select SecurID app from the list of available authenticators. See Manage My Page. 

If you use SecurID Prime for self-service, use the Cloud Administration Console to generate a registration code that users enter in the app. See Generate a Device Registration Code.

What should my current Authenticate app users do to switch to the new app?

It’s easy: 

1. Go to the self-service portal (for example, SecurID My Page) and unregister the Authenticate app by clicking the trash icon.
2. Download the SecurID app.
3. Register the SecurID app as the new authenticator.

See this advisory to learn more about what your Authenticate app users can expect when they switch over.

How Can I Quickly Onboard Hybrid Users (SecurID Authenticate App and SecurID 3.x) to Test SecurID 4.0?

Users with the Authenticate app and SecurID 3.x can perform these steps to quickly move to SecurID 4.0:

1. Update the SecurID 3.x app to SecurID 4.0.  
2. Delete (unregister) the registered device from My Page or the Prime Self-Service Portal. 
3. Register the device with a new account for the SecurID 4.0 app.
4. Test the SecurID 4.0 app. Include both software token functionality and MFA functionality.
5. Uninstall the Authenticate app from the user's device.

How Can I Quickly Onboard SecurID Authenticate App Users (No Software Token) to Test SecurID 4.0?

Users with only the Authenticate App (no software token) can perform these steps to quickly move to SecurID 4.0. 

1. Download the SecurID 4.0 app from the app store.
2. Delete (unregister) the registered device from My Page or the Prime Self-Service Portal. 
3. Register the device with a new account for the SecurID 4.0 app.
4. Test the SecurID 4.0 app for MFA functionality only. 
5. Uninstall the Authenticate app from users' devices.