Hi all

A newbie question - a user (could be me) deleted the "account" in his Authenticator app.
The instructions say to "contact the administrator".  However, this administrator is me and I have no clue what to do.

Please point me to whatever documentation might help!

Thanks

------------------------------
Alan King
------------------------------

Can you give more detailed information? Where are the users defined, I assume in LDAP server. I assume also they are configured as Full Users.
Have you checked the LDAP server if the user is still there? Do you have a backup of your LDAP server?

------------------------------
Joao Goncalves
Pyxis, Lda.
Sintra
+351 91 721 4994
------------------------------

Original Message:
Sent: Mon January 11, 2021 03:33 PM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Hi all

A newbie question - a user (could be me) deleted the "account" in his Authenticator app.
The instructions say to "contact the administrator".  However, this administrator is me and I have no clue what to do.

Please point me to whatever documentation might help!

Thanks

------------------------------
Alan King
------------------------------

Hi Alan,

Which product are you using?  Is it IBM Security Verity (SaaS) or IBM Security Verify Access?
When you say "Authenticator App" are you referring to the the IBM Verify mobile app for "Mobile Push" authentication - or something else?
What exactly was deleted?  Did the user delete the account from the authenticator app - or unregister from server side - or was the user account deleted?
Where do you see the "please contact administrator" message? Is that in the mobile app?  What are you doing when you see that message?

Thanks... Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM
------------------------------

Original Message:
Sent: Mon January 11, 2021 03:33 PM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Hi all

A newbie question - a user (could be me) deleted the "account" in his Authenticator app.
The instructions say to "contact the administrator".  However, this administrator is me and I have no clue what to do.

Please point me to whatever documentation might help!

Thanks

------------------------------
Alan King
------------------------------

Here is the splash from the "About" section - possibly this is meaningful.  The app is called "Authenticator" - it is on my iPhone.  Possibly when I downloaded it was called IBM Security Verify.  I deleted the account from the app.  The message appeared on the website when the 6-digit code was incorrect.

------------------------------
Alan King
------------------------------

Original Message:
Sent: Tue January 12, 2021 03:49 AM
From: Jon Harry
Subject: Restore user access when user deleted the account in Authenticator?

Hi Alan,

Which product are you using?  Is it IBM Security Verity (SaaS) or IBM Security Verify Access?
When you say "Authenticator App" are you referring to the the IBM Verify mobile app for "Mobile Push" authentication - or something else?
What exactly was deleted?  Did the user delete the account from the authenticator app - or unregister from server side - or was the user account deleted?
Where do you see the "please contact administrator" message? Is that in the mobile app?  What are you doing when you see that message?

Thanks... Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM

Original Message:
Sent: Mon January 11, 2021 03:33 PM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Hi all

A newbie question - a user (could be me) deleted the "account" in his Authenticator app.
The instructions say to "contact the administrator".  However, this administrator is me and I have no clue what to do.

Please point me to whatever documentation might help!

Thanks

------------------------------
Alan King
------------------------------

Hi Alan,

Thanks for this extra information.  It looks like you're using IBM Security Verify (SaaS) with a 3rd party Authenticator app on your phone for Time-based One Time Passwords.

If you've deleted the account entry for Verify from your Authenticator app, you'll need to un-register this method from your Verify account and then re-register.  Assuming the end user has some other authentication factor available, this can be done as an end user as follows:

1. Access the Verify UI (where you found "about")
2. Click the profile icon (top right), and select "Profile and Settings"
3. Select "Security" tab
4. Complete One-time Password (using some method other than the Authenticator app)
5. Identify the Authenticator method and delete it
6. Use "Add Method" to re-register the Authenticator app

If the Authenticator app is the only authentication factor you have registered then you'll need to administratively delete this method from the end user account before the end user can re-register.  This can be done in the Verify Admin UI as follows:

1. Go to the "Users and Groups" page
2. Locate the entry for your end user and click the "User details" icon
3. Select the MFA settings tab
4. Locate the Authenticator method and delete it (under the "options" icon)

At this point you should be able to get back into the Profile and Settings-->Security page as end user without being prompted for extra authentication.

I hope this helps.

Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM
------------------------------

Original Message:
Sent: Tue January 12, 2021 08:03 AM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Here is the splash from the "About" section - possibly this is meaningful.  The app is called "Authenticator" - it is on my iPhone.  Possibly when I downloaded it was called IBM Security Verify.  I deleted the account from the app.  The message appeared on the website when the 6-digit code was incorrect.

------------------------------
Alan King

Original Message:
Sent: Tue January 12, 2021 03:49 AM
From: Jon Harry
Subject: Restore user access when user deleted the account in Authenticator?

Hi Alan,

Which product are you using?  Is it IBM Security Verity (SaaS) or IBM Security Verify Access?
When you say "Authenticator App" are you referring to the the IBM Verify mobile app for "Mobile Push" authentication - or something else?
What exactly was deleted?  Did the user delete the account from the authenticator app - or unregister from server side - or was the user account deleted?
Where do you see the "please contact administrator" message? Is that in the mobile app?  What are you doing when you see that message?

Thanks... Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM

Original Message:
Sent: Mon January 11, 2021 03:33 PM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Hi all

A newbie question - a user (could be me) deleted the "account" in his Authenticator app.
The instructions say to "contact the administrator".  However, this administrator is me and I have no clue what to do.

Please point me to whatever documentation might help!

Thanks

------------------------------
Alan King
------------------------------

Thanks for the quick response, Jon.  Will give it a try and let you (all) know.

------------------------------
Alan King
------------------------------

Original Message:
Sent: Tue January 12, 2021 09:01 AM
From: Jon Harry
Subject: Restore user access when user deleted the account in Authenticator?

Hi Alan,

Thanks for this extra information.  It looks like you're using IBM Security Verify (SaaS) with a 3rd party Authenticator app on your phone for Time-based One Time Passwords.

If you've deleted the account entry for Verify from your Authenticator app, you'll need to un-register this method from your Verify account and then re-register.  Assuming the end user has some other authentication factor available, this can be done as an end user as follows:

1. Access the Verify UI (where you found "about")
2. Click the profile icon (top right), and select "Profile and Settings"
3. Select "Security" tab
4. Complete One-time Password (using some method other than the Authenticator app)
5. Identify the Authenticator method and delete it
6. Use "Add Method" to re-register the Authenticator app

If the Authenticator app is the only authentication factor you have registered then you'll need to administratively delete this method from the end user account before the end user can re-register.  This can be done in the Verify Admin UI as follows:

1. Go to the "Users and Groups" page
2. Locate the entry for your end user and click the "User details" icon
3. Select the MFA settings tab
4. Locate the Authenticator method and delete it (under the "options" icon)

At this point you should be able to get back into the Profile and Settings-->Security page as end user without being prompted for extra authentication.

I hope this helps.

Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM

Original Message:
Sent: Tue January 12, 2021 08:03 AM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Here is the splash from the "About" section - possibly this is meaningful.  The app is called "Authenticator" - it is on my iPhone.  Possibly when I downloaded it was called IBM Security Verify.  I deleted the account from the app.  The message appeared on the website when the 6-digit code was incorrect.

------------------------------
Alan King

Original Message:
Sent: Tue January 12, 2021 03:49 AM
From: Jon Harry
Subject: Restore user access when user deleted the account in Authenticator?

Hi Alan,

Which product are you using?  Is it IBM Security Verity (SaaS) or IBM Security Verify Access?
When you say "Authenticator App" are you referring to the the IBM Verify mobile app for "Mobile Push" authentication - or something else?
What exactly was deleted?  Did the user delete the account from the authenticator app - or unregister from server side - or was the user account deleted?
Where do you see the "please contact administrator" message? Is that in the mobile app?  What are you doing when you see that message?

Thanks... Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM

Original Message:
Sent: Mon January 11, 2021 03:33 PM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Hi all

A newbie question - a user (could be me) deleted the "account" in his Authenticator app.
The instructions say to "contact the administrator".  However, this administrator is me and I have no clue what to do.

Please point me to whatever documentation might help!

Thanks

------------------------------
Alan King
------------------------------

Hi Jon

perfect advice.  Worked!  thanks

------------------------------
Alan King
------------------------------

Original Message:
Sent: Tue January 12, 2021 09:01 AM
From: Jon Harry
Subject: Restore user access when user deleted the account in Authenticator?

Hi Alan,

Thanks for this extra information.  It looks like you're using IBM Security Verify (SaaS) with a 3rd party Authenticator app on your phone for Time-based One Time Passwords.

If you've deleted the account entry for Verify from your Authenticator app, you'll need to un-register this method from your Verify account and then re-register.  Assuming the end user has some other authentication factor available, this can be done as an end user as follows:

1. Access the Verify UI (where you found "about")
2. Click the profile icon (top right), and select "Profile and Settings"
3. Select "Security" tab
4. Complete One-time Password (using some method other than the Authenticator app)
5. Identify the Authenticator method and delete it
6. Use "Add Method" to re-register the Authenticator app

If the Authenticator app is the only authentication factor you have registered then you'll need to administratively delete this method from the end user account before the end user can re-register.  This can be done in the Verify Admin UI as follows:

1. Go to the "Users and Groups" page
2. Locate the entry for your end user and click the "User details" icon
3. Select the MFA settings tab
4. Locate the Authenticator method and delete it (under the "options" icon)

At this point you should be able to get back into the Profile and Settings-->Security page as end user without being prompted for extra authentication.

I hope this helps.

Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM

Original Message:
Sent: Tue January 12, 2021 08:03 AM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Here is the splash from the "About" section - possibly this is meaningful.  The app is called "Authenticator" - it is on my iPhone.  Possibly when I downloaded it was called IBM Security Verify.  I deleted the account from the app.  The message appeared on the website when the 6-digit code was incorrect.

------------------------------
Alan King

Original Message:
Sent: Tue January 12, 2021 03:49 AM
From: Jon Harry
Subject: Restore user access when user deleted the account in Authenticator?

Hi Alan,

Which product are you using?  Is it IBM Security Verity (SaaS) or IBM Security Verify Access?
When you say "Authenticator App" are you referring to the the IBM Verify mobile app for "Mobile Push" authentication - or something else?
What exactly was deleted?  Did the user delete the account from the authenticator app - or unregister from server side - or was the user account deleted?
Where do you see the "please contact administrator" message? Is that in the mobile app?  What are you doing when you see that message?

Thanks... Jon.

------------------------------
Jon Harry
Consulting IT Security Specialist
IBM

Original Message:
Sent: Mon January 11, 2021 03:33 PM
From: Alan King
Subject: Restore user access when user deleted the account in Authenticator?

Hi all

A newbie question - a user (could be me) deleted the "account" in his Authenticator app.
The instructions say to "contact the administrator".  However, this administrator is me and I have no clue what to do.

Please point me to whatever documentation might help!

Thanks

------------------------------
Alan King
------------------------------