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Unlock an Entrust Soft Token app

If a user enters an incorrect sign-in PIN too many times in the Entrust Soft Token app, the app is locked. To complete this procedure, the user must provide the PIN Reset code shown in their Entrust Soft Token app.

Unlock a user's Entrust Soft Token app​

  1. Click > Members > Users. The Users List page appears.
  2. Click the User ID for the user you want to unlock. The User Details page appears.
  3. Click the Authenticators tab. The Authenticators page appears.
  4. Click to the right of the soft token authenticator that you want to unlock. A drop-down list appears.
  5. Click Unlock. The Unlock Token dialog box appears.
  6. Enter the 9-digit PIN Reset Code shown on the Entrust Soft Token app.
  7. Click Unlock. The Unlock Token dialog box displays an Unlock code.
  8. Enter the Unlock code in the Entrust Soft Token mobile application.
  9. Click Unlock in the mobile application. You are prompted to enter a new PIN.
  10. Enter and confirm a new PIN.

Validate your changes​

After you complete the unlock process, validate the result.

  1. Confirm the user can open Entrust Soft Token without a lock message.
  2. Confirm the user can sign in to the app with the new PIN.
  3. Confirm the user can successfully generate a valid token response.