Recovering After a Device Becomes Out of Sync

If you repeatedly enter valid one-time passwords that appear to be valid passwords, but AM rejects the passwords as unauthorized, it is likely that your device has become out of sync with AM.

When a registered device becomes out of sync with AM, you must authenticate to AM using a recovery code, delete your device, and then re-register your device. You can do so by performing the steps in Recovering After Replacing a Lost Device.

Users who do not save recovery codes or who run out of recovery codes and cannot authenticate to AM without a verification code require administrative support to reset their device profiles. See Resetting Registered Devices by using REST for more information.