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Lost phone with all tokens

If the user loses his/her mobile phone, where the tokens are enrolled, it is necessary to block/delete the enrolled tokens in the application for security reasons, so that they cannot be used to log in by an unauthorized person.


The user can proceed in two ways:

  1. if the user can log in to the app despite losing his mobile phone - thanks to the additional tokens he has enrolled:
    • the user logs into the app and simply deletes all lost tokens - tokens enrolled in the app on the lost phone. He then enrols the tokens again on the new phone - see Tokens helpĀ page.
  2. if the user is unable to log in to the app because the mobile phone contains all the registered tokens:
    • it is possible to generate a so-called backup token - EMERGENCY CODE, which can be used to log into the application and provide a remedy. With the help of the backup token, the user can log into the application and approve the change or enrollment of a new token (new phone number, new email...). The procedure is as follows:
      1. Launch theĀ Emergency Access app, the link to which is available on the login page - see the picture below.
      2. Go through the process and generate an Emergency access code - see theĀ Emergency Access help page.
      3. Use this code to log into MAYI ID - enter the emergency access code instead of the OTP from the mobile app - see login via emergency access code help page.
      4. Go to the token list and simply delete the tokens you have in MAYI ID (that you lost from the mobile app) and re-enrol them in the new mobile app.

the code can have a limited number of uses, so you need to perform the necessary operations after the first login - based on the reason for using the emergency access code - such as removing lost tokens and enrolling new ones.

the code can also be generated by the operator in the Operational console - see the documentation page.


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