When a user forgets a SecurID PIN, you can clear the PIN so that the user can create a new one. When you clear a user’s PIN, the user can create a new PIN the next time the user authenticates.
For example, suppose a user has forgotten a PIN and calls for help. You verify the user’s identity and clear the PIN. You tell the user to enter just the tokencode when prompted for the passcode the next time user authenticates. After entering the tokencode, the user is prompted to create a new PIN for the user’s token.
In the Security Console, click Identity > Users > Manage Existing.
Use the search fields to find the user for whom you want to clear a PIN.
Click the user.
From the context menu, select SecurID Tokens.
Click the serial number for the user’s assigned token.
From the context menu, select ClearSecurID PIN.
Tell the user to enter only a tokencode at the next authentication. After the user enters the tokencode, the user is prompted to create a new PIN.