My computer says “Incorrect PIN entered” but I keep typing it in correctly.

Possible Causes

  • Expired PINs are used
  • Wrong computer (selected on the mobile app) is used to generate offline PINs

Level 1 Helpdesk

  • Has Offline Mode ever worked for you?
  • Select the correct computer to generate the offline PINs; try again using the new PINs
  • Make sure the PINs are not expired
  • If PINs are expired, obtain a new set of PINs by performing an online unlock
  • If the issue persists, ask the user to submit a Support log using the HYPR Mobile App for escalation to Level 2 Helpdesk

Level 2 Helpdesk

Given the support information provided by Level 1:

  • Identify if there are errors captured in the Audit Trail for the particular deviceId or user handle reported
  • The user may need to be removed from User Management and may need to re-pair their workstation with the HYPR Mobile App


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