Q: "Why can't I switch devices?"
A: To prevent unauthorized device sharing, customers are limited to switching devices every 30 days. This is to prevent fraud.
Q: "What happens if a customer loses, breaks, or replaces their device?"
A: Setting the device registration backwards in time will restore access. This change should only be used cautiously, with fraud prevention in mind.
To reset a customer's device registration date, follow these steps:
Navigate to the customer's user page in the portal, then General > Roles and Access.
Click the field "Device Registration Date."
Using the date window that populates, change the device registration date backwards in time by more than 30 days, then click ok.
Click Update User near the bottom to save the new device registration date.
The customer should fully close and reopen their app to notice the changes.
Note: If a member of management requires use of multiple devices for testing or other purposes, the check box "Device Registration Required" under General > Roles & Access may be unchecked for unlimited device switching. However, this box should remain checked for all customers to maintain fraud protection as it was intended.