Frequently Asked Questions

What can I do if the BioPIN Keypad is locked?

The device can be unlocked using the reset code provided during installation: tap #, enter the reset code and press Reset.

For reasons now unimportant you find the BioPIN keypad locked out leaving you with no access to your authenticators nor the accounts they support. Not a problem!

If you have a corporate account where no reset code was provided, then contact the Help Desk who can resolve this for you.

Otherwise:

  1. With reset code at the ready, tap hashtag, #;
  2. Enter the reset code; and then
  3. Tap Reset.

The keypad is now unlocked and ready for use with “Remaining attempts: 3” displayed.

Warning: For your security the maximum number of failed lockout reset attempts is 3. Should this occur the AffirmID installation is no longer available for use. Proceed as follows:

  1. If this is a corporate AffirmID installation, contact the help desk.

Otherwise:

  1. In the app store, cancel the current AffirmID subscription.
  2. Tap and hold the AffirmID icon.
  3. From the popup dialog select to Uninstall.
  4. Download and install a new copy of AffirmID Auth or Auth+.
  5. After completing reregistration, restore the most recent backup.
  6. If there is no backup then reregister each of your accounts.

What if my phone is lost, borrowed, or stolen?

Rest easy, you are safe! AffirmID’s personal identity feature prevents anyone else from using your authenticators or accessing your accounts.

If this is a business account, contact the help desk as soon as possible. Otherwise, while your accounts are secure you should first consider if any require cancellation and to do so if necessary. The follow instructions provided under “what if switching to a new phone”.

What if I need more OTP accounts?

Upgrading to “AffirmID Auth” should do the trick.

Upgrade to “AffirmID Auth” and get these benefits:

  • Unlimited OTP accounts.
  • Access to our Support Ticket system for reporting issues, getting answers, and requesting new features within 48 hours.
  • Beacons providing continuous no BioPIN required authenticator use.
  • Secure cloud backup and restore.
  • 3-factor MFA security.
  • No risk of biometric loss.

AffirmID Auth, available by subscription from Google Play and Apple Store.

What if I require use of FIDO or WebAuthn authentication too?

For cryptographic authenticator needs we have “AffirmID Auth+”.

Upgrade to “AffirmID Auth+” and get these benefits:

  • FIDO2 Bluetooth authenticator.
  • WebAuthn Bluetooth authenticator.
  • Unlimited OTP accounts.
  • Access to our Support Ticket system for reporting issues, getting answers, and requesting new features within 48 hours.
  • Beacons, hands-free no BioPIN required continuous authenticator use.
  • Secure cloud backup and restore.
  • 3-factor MFA security.
  • No risk of biometric loss.
  • No USB port required.

AffirmID Auth+, available by subscription from Google Play and Apple Store.

What if do to contact information changes I need to update my AffirmID account?

We have an app for that. Use your AffirmID app to submit a ticket providing your new contact information.

A major challenge for all authentication account holders, how transfer account contact information without risk of doing so on behest of a bad actor. For AffirmID users the no risk solution is to submit a ticket. To do so while recognized as the original user:

  • From options select Submit Support Ticket.
  • Supply your new email address and/or phone number.
  • Tap Send.
  • A confirmation is sent once the change request is received and applied.

Note: If this is a corporate account then you should contact the Help Desk.

What if I'm installing a new version of AffirmID?

Updating or upgrading, both are done the same way.

In version updates and version to version upgrades are done the same way. The steps needed are the same:

  1. If a corporate user then check with the Help Desk first.
  2. Backup your current installation of AffirmID.
  3. Unless instructed to do otherwise download and install the app store version of interest.
  4. Launch the new installed version.
  5. It should continue seamlessly.
  6. If not then restore your recent backup.

What if I’m upgrading to a new phone?

Change is good, even if radical like switching to the other camps OS.

Congratulations on the new phone. Transition of AffirmID and accounts is smooth and secure. Should there be any corporate accounts it might be best to contact the Help disk for possible special instructions. Otherwise go ahead as follows:

  1. On your old phone, create a new backup.
  2. On the new, download the correct AffirmID Auth version and install it as per normal while ensuring to use the same BioPIN as on the old phone.
  3. On the new phone, restore the most recent backup and confirm operational status of the app and its authenticators.
  4. On the old phone, tap and hold the AffirmID icon. Select to uninstall and remove the app.
  5. On the new phone make a point to do a backup within a few days of first use to capture all updated settings.
  6. If changing from one OS type to the another or one phone format to another then it may be necessary, that AffirmID return to learning mode. Should this occur, it will only take a day or two to refresh recognition data. During this period try to avoid others using your phone.

What if I forgot my BioPIN?

Bummer, this is bad news with only one recovery option.

In this event there is little choice but to start over as if installing AffirmID for the very first time. You will need to begin by uninstalling the current AffirmID installation and then to download and install a new copy from the app store. Once done, refer to the Help resource for an installation refresher.

Discover Why AffirmID is Right for You!