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SecurID Frequently Asked Questions

Having problem using your secure code?

Below are commonly asked questions about SecurID Tokens. If your question is not shown below or you need additional information, please contact our 24-hour phone support: +44 800 980 89 00

General Questions

  1. What is a RSA SecurID Token?
  2. Why do I need an RSA SecurID Token?
  3. What do I do if I lose my RSA SecurID Token?
  4. What is the difference between login, password and tokencode?
  5. Where do I go to get my RSA SecurID Token?
  6. What do I do if I forget my login or password?
  7. What do I do if I forget my RSA SecurID Token at home?
  8. What if my RSA SecurID Token isn’t working?
  9. What do I do if my RSA SecurID Token is damaged?
  10. How many times can I attempt to log in before the system locks me out?
  11. Why am I being sent to the login prompt when attempting to login?

General Questions Answers

What is a RSA SecurID Token?
The RSA SecurID Token is the second component of the two-factor authentication system that is being installed on critical information systems. The token itself has a series of six numbers (tokencode) that changes every 60 seconds, and is used with your alpha-numeric password code when you log into a system.

Why do I need an RSA SecurID Token?
The system that you have access houses very sensitive information. This information is very important, and access to the information needs more secure authentication than a password by itself can provide.

What do I do if I lose my RSA SecurID Token?
You must call 24-hour phone support and report the token lost. Then, request a new token from the web site.

What is the difference between login, password and tokencode?
The terminology can be very confusing. With two-factor authentication there are two components that a user needs in order to authenticate. The two factors are “something the user has – RSA Token which displays a tokencode” and “something the user knows - login and password”.

Where do I go to get my RSA SecurID Token?
After your RSA SecurID Token has been provisioned, a representative from the support will contact you to let you know where you can get your token.

What do I do if I forget my login or password?
Navigate to http://insigniaonline.info/PasswordRecovery.aspx page, and use password recovery form.

What do I do if I forget my RSA SecurID Token at home?
Please contact 24-hour phone support for assistance or via email.

What if my RSA SecurID Token isn’t working?
Please contact 24-hour phone support for assistance or via email.

What do I do if my RSA SecurID Token is damaged?
If your token is damaged and is unreadable, you must get a replacement. Please contact 24-hour phone support or via email.

How many times can I attempt to log in before the system locks me out?
The system will automatically lock you out after 5 unsuccessful authentication attempts.

Why am I being sent to the login prompt when attempting to login?
If the system you are trying to authenticate sends you back to the authentication prompt it means that a part of your authentication was no successful. Please wait for your tokencode to change and try to authenticate again.