I Need Help With My Token/Passcode

The SecurEnvoy authentication you are using is configured and controlled internally by your organisation. SecurEnvoy does not have access to your organisation’s systems, so we are unable to make any changes to the configuration for security reasons.

Below are tips to help you log on if you are moving to a new device and still have access to your old device.

Otherwise, if you need help, please contact your internal IT support.

I Don’t Have Access To My Old Device

If you do not have access to your old device, do not know your organisation’s SecEnrol URL, or are having other issues logging into your organisation’s, this will need to be rectified by your internal IT support. Please contact them and they will be able to assist you.

I Still Have My Old Device

If you have a new device and still have access to your old device, then you may be able to use the following steps to set up MFA for the new device using the SecurEnvoy Authenticator App or SMS Passcodes.

SecurEnvoy Authenticator App

Press on the arrow on the right-hand side of the token you wish to move and click “View Details”.
Copy the value in the lower text box and visit the page in a web browser.
Please note, this value may be blank if your organisation does not allow push notifications for authentication. In this case you will need to find the correct URL elsewhere, there may be a “Manage My Token” link on your log in page that you can use.
Log in as normal, using the app on your old device.
Select the option for “Setup My Soft Token App” and follow the instructions to set up your new device.
Your new device is now set up for MFA. Although the old device will still have a token, you will not be able to log in using your old device. You can remove this token using “Delete Code” if you wish.

SMS Passcodes

Important: You will need to know your organisation’s “SecEnrol” URL. If the log in page you use has a “Manage My Token” link, then you can also use this.

Visit the SecEnrol page in a web browser.
Log in as normal using the passcode sent to your old device.
Select the option for “Send My Passcode Via SMS” and enter your new phone number that you want passcodes to be sent to. Follow any other instructions.
Your passcodes will now be sent to your new phone number.

Find out more…

More about MFA

SecurEnvoy MFA Tech Guides

Request a Demo