How to Manage Your Authenticator App on the Your Account Page
When your company uses authenticator apps for signing in to ABM Service in a browser, the top of the Your account page shows your own authenticator: whether it is set up, since when, and what you can do about it. Open the menu and select Your account under your name to reach it. From there you can set one up, turn yours off when your company allows that, and move it to a new phone.
How do I see whether my authenticator app is set up?
Open the menu, select Your account on the row under your name beside Sign out, and read the line at the top of the Your account page. It shows one of three states, with a sentence explaining it.
- Set up on followed by a date: you have an authenticator app set up for this company, since that day. The page adds You are asked for a code when you sign in on a new browser, or after signing out — not every morning. Under it you see Turn it off when your company allows that, or a sentence saying your company requires an authenticator.
- Not set up: you have no authenticator app for this company. When authenticator apps are optional, the page says Set one up and you will be asked for a code from your phone when you sign in. When they are required, it says This company requires one: you will be asked to set one up at your next sign-in. Either way, a Set up button starts setting one up now, on the Set up your authenticator screen, finishing with Turn it on.
- Needs setting up again: you had an authenticator, but this server cannot read the secret your phone shares with it, because ABM Service moved to another server or its database was restored elsewhere. Select Set up and scan the new square, and you are back as you were.
The Your account page only describes your own authenticator for the company you are signed in to. If you work for more than one company, each company's ABM Service has its own Your account page and its own entry in your authenticator app.
If your company has authenticator apps switched off, the Your account page has no authenticator part at all; you only reach the page then if your company lets people connect AI assistants. If the page says There is nothing to set up here. This page is out of date — load it again., the company's setting changed while the page was open. Reload the page to see where things stand now.
How do I turn off my authenticator app?
When your company has made authenticator apps optional, you can turn yours off on the Your account page with Turn it off. ABM Service asks for a current code from your app first, so that nobody passing an unlocked screen can turn it off for you.
- Open the menu and select Your account under your name.
- Select Turn it off under Set up on on the Your account page. A Your current code box appears.
- Type the six-digit code your authenticator app is showing now.
- Select Turn it off under the Your current code box. It reads Turning it off… while the code is checked.
The Your account page then says Your authenticator is turned off. You will not be asked for a code. and shows Not set up. You can delete the ABM Service entry for this company from your authenticator app.
If you change your mind, select Keep it beside the Your current code box instead, and nothing changes.
If the code is refused, the page says That code was not accepted. Check your authenticator app and type the code it is showing now. Type the code your app shows now and select Turn it off again. A wrong code is answered after a short wait that grows with each wrong code.
Turning it off keeps you signed in, and does not affect any AI assistant you have connected. It only changes what happens the next time you sign in to ABM Service in a browser.
Why can't I turn off my authenticator app?
If there is no Turn it off button on the Your account page, your company requires an authenticator app for everybody. The page says This company requires an authenticator, so this one cannot be turned off. Only your system administrator can change that requirement, and it applies to the whole company.
If your company's setting changes to required while you have the Your account page open, Turn it off is refused with This company requires an authenticator, so yours cannot be turned off.
A state of Needs setting up again has no Turn it off either, only Set up: an authenticator the server cannot read cannot be checked or turned off, and setting it up again is the way forward whatever your company's setting is.
There is no way to be excused from the requirement as one person. If you have a good reason not to use an authenticator app, talk to your system administrator, who can only change it for everybody.
The ABM Service desktop app never asks for an authenticator code at all, so a requirement only affects signing in through a web browser.
How do I move my authenticator to a new phone?
How you move your authenticator to a new phone depends on whether your company makes it optional or requires it, and on whether you still have the old phone. There is no replace button on the Your account page: moving phones is always turning the old one off and setting a new one up, or your system administrator's reset.
- Optional, and you still have the old phone: open Your account from the menu, select Turn it off and type a code from the old phone, then select Set up and scan the new square with the new phone, finishing with Turn it on.
- Required, or you have lost the old phone: ask your system administrator to reset your authenticator. When authenticator apps are required, your next sign-in takes you to setting one up again, after your password, and you set it up on the new phone. When they are optional, your password alone signs you in, and you set one up again from Your account if you want to.
The reset does not sign you out of a browser where you are already signed in; it only makes a difference the next time you sign in.
Set up only appears on the Your account page when you have no authenticator, or when yours needs setting up again. After moving, delete the old ABM Service entry for this company from the old phone's authenticator app.