New Device / Device Replacement

Secret Double Octopus Helpdesk Guide

Step-by-step process to reset and reinvite a user authenticator

Overview

This article explains how to reset an existing user authenticator and send a new invitation so the user can enroll again on a new or replacement device.

This process is commonly used when a user replaces a device, loses access to the old device, or needs to re-enroll their authenticator.

When to Use This Process

Use this process when:

• The user has a new phone or replacement device.
• The existing authenticator is no longer accessible.
• The old authenticator must be removed before re-enrollment.
• The user needs a new enrollment invitation.

Resolution Steps

1. Navigate to the Management Console.
2. Open the Authenticator menu.
3. Click DELETE on the existing authenticator.
4. Confirm the deletion by clicking DELETE again.
5. After the old authenticator is deleted, send a new invitation to the user.
6. Click NEW INVITATION.
7. Select Octopus Authenticator.
8. Once the user enrolls on the new device, open the menu to verify authentication is working.
9. Click VERIFY USER.
10. Once approved, click CLOSE.

Quick Walkthrough

Use the walkthrough below for a visual step-by-step guide.

Detailed Step-by-Step Guide

Step 1: Navigate to Management Console

Step 2: Open the Authenticator menu

Step 3: Click DELETE

Step 4: Confirm deletion

Step 5: Send a new invitation after deleting the old authenticator

Step 6: Click NEW INVITATION

Step 7: Select Octopus Authenticator

Step 8: Open the menu to verify authentication on the new device

Step 9: Click VERIFY USER

Step 10: Once approved, click CLOSE

Note: After re-inviting the user, make sure the user completes enrollment on the new device and verify that authentication succeeds before closing the case.