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How to migrate FortiToken from old phone to new one in case the transfer option does not work

By: Author Alex Lim

Posted on

Categories Troubleshooting

This article describes how to migrate FortiToken from an old phone to a new one in case the transfer option does not work.

Scope

FortiGate.

Solution

Step 1: Delete from the FortiToken mobile app the existing token. Open the app on the Android/iPhone. Then, select the three dots located in the top right corner.

Delete from the FortiToken mobile app the existing token. Open the app on the Android/iPhone. Then, select the three dots located in the top right corner.

Step 2: Select Manage and press the RED X next to the FortiToken Seria Number.

Select Manage and press the RED X next to the FortiToken Seria Number.

Step 3: The FortiToken Serial Number has been removed from the FortiToken app. Go to User & Authentication > User Definition to send the email to receive the QR code to register the FortiToken in the new device.

The FortiToken Serial Number has been removed from the FortiToken app.

Step 4: Once the user is selected, select ‘Send Activation Code Email’.

Once the user is selected, select 'Send Activation Code Email'.

Step 5: If FortiGate fails to send the activation code email, disable the ‘Two-factor Authentication’ toggle button and re-enable it, choose the same or another available FortiToken, and get the email.

Step 6: Open the QR code file, in the FortiToken app in the new phone and scan the given QR code. The token should have been migrated to the new phone device:

Open the QR code file, in the FortiToken app in the new phone and scan the given QR code. The token should have been migrated to the new phone device.

Open a TAC case for any assistance.