Description of Problem

If you've been sent this guide by an engineer, it's likely you've lost access to the MobilePass+ App. In order to regain access, we'll need to reset the app and import a new token.

This is a fairly simple process, however we thought it would be best to write a guide so this process can be self service. As long as an engineer has sent you a new token via email, you should be able to do this without any issues.

TABLE OF CONTENTS

• 1. Ensure MobilePass+ is reset
  • If your MobilePass+ App is not reset
• 2. Assigning a new token to the MobilePass+ App
  • Step 1: Contact an Engineer to send a new MobilePass+ Token
  • Step 2: Check your emails for 'SafeNet Trusted Access'
  • Step 3: Open the Link and activate the new token
  • Step 4: You're Done!

1. Ensure MobilePass+ is reset

When opening the Mobilepass+ app, it should look like the below. This means it's waiting for a token to be assigned, which we'll look into in the next step.

If the app already looks like the below when opening it, skip this step and move onto 'Assigning a new token to the MobilePass+ App'.

If your MobilePass+ App is not reset

If your MobilePass+ App is not reset, the easiest way to do so is to get the pin wrong 3 times. You may be prompted for windows hello, close this screen then get the pin wrong 3 times.

Below is the windows hello prompt you may see.

From here, enter the pin incorrectly 3 times.

DO NOT DO THIS UNLESS YOU'RE SURE YOU WANT TO RESET YOUR MOBILEPASS+ APP. IT IS ESSENTIAL AN ENGINEER HAS SENT A NEW TOKEN BEFORE YOU DO THIS OTHERWISE YOU WILL BE LOCKED OUT OF THE APP

2. Assigning a new token to the MobilePass+ App

Step 1: Contact an Engineer to send a new MobilePass+ Token

Firstly you'll need to contact an engineer from HandsFreeIT, if you're reading this then you may have already done this. This is essential as we manage the mobilepass+ tokens therefore we have the ability to send a token via an email.

Step 2: Check your emails for 'SafeNet Trusted Access'

The email you're looking for will be from noreply@safenetid.com. Once you've found this email, it should look like the below:

Step 3: Open the Link and activate the new token

Once you've opened the URL from the correct email, you'll be met with the below screen. From here, click 'Enroll your MobilePASS+ token'

Clicking the link above will then open the Mobilepass+ app. From here, follow the steps in the screenshots below

Now, create a new pin. This can be any 4 digit long pin.

It is essential you remember or take note of this pin. Forgetting this pin can mean you will be locked out of your Mobilepass+ App

This final option may not appear, however if it does appear select the below option. This means that when opening your MobilePass+ app you will be prompted for the same pin you use to log into your laptop. This means you also won't need to remember as many passwords.

Step 4: You're Done!

From here, close the app and re-open it. We won't cover any other details in this guide however if you're looking to access EMIS please follow the below guide!

How to Access EMIS : Handsfree IT Support Portal