The “Account Deactivated!” message means that the user’s account has been deactivated on the user’s mobile device.
There are two ways to reactivate the account on the user’s mobile device:
User reactivates the account without administrator’s help: If the user has access to the Manage Authenticators view, they can remove and then self-enroll their authenticator.
Administrator helps the user reactivate the account: If the user doesn’t have access to the Manage Authenticators view, the administrator’s help is needed.
How Do I Know If User Has Access to the Manage Authenticators View?
Refer to When does the user have access to the Manage Authenticators view? to learn when a user has access to the Manage Authenticators view.
If you are an administrator, you can help your user even if the user has access to the Manage Authenticators view.
How Can User Reactivate Their Account?
If Manage Authenticators is available for any of the applications the user logs in to, the user can reactivate their account on that mobile device themselves.
To do that, the user has to:
1. Log in to a Rublon-integrated service that supports the Rublon Prompt.
2. Access the Manage Authenticators view.
3. Remove the old mobile device.
4. Click Add Authenticator and follow the instructions to enroll the mobile device again. (See: Enroll Your Account)
5. At the end of the enrollment process, the user will be asked to scan a QR Code. They can do that by tapping Open QR Code Scanner under the "Account Deactivated!" message displayed in the Rublon Authenticator mobile app.
6. After scanning the QR Code, the user can start using their mobile device for their MFA logins again.
How Can Administrator Reactivate the User’s Account?
If the user cannot access Manage Authenticators, they have to ask their administrator to delete the mobile device in the Admin Console and send them an Enrollment Email.
1. The administrator must first delete the mobile device of the user. (See: How to delete user phone)
2. The administrator must then send an Enrollment Email to the user. (See: How to send Enrollment Email)
3. The user has to open the link in the Enrollment Email and follow the instructions. (See: Enroll Your Account)
4. At the end of the enrollment process, the user will be asked to scan a QR Code. They can do that by tapping Open QR Code Scanner under the "Account Deactivated!" message displayed in the Rublon Authenticator mobile app.
5. After scanning the QR Code, they can start using their mobile device for their MFA logins again.
Helpful Links
When does the user have access to the Manage Authenticators view?
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