Changed phones and now my Trident will not unlock my computer.

If you have reinstalled the GateKeeper Trident app on a new phone, you will need to register the new phone with your GateKeeper user profile. The Trident app creates a unique code to connect with the GateKeeper software using a combination of device information. This is why you cannot immediately use the new phone after downloading the app.

Adding a new phone to the single-user GateKeeper software.

Assuming you only have one token saved to your GateKeeper profile, please follow the steps below. If you have a GateKeeper hardware token already saved to your profile, skip to step 2. 

1. Download the GateKeeper Trident app on your new phone, then turn on the app.

2. Connect your old phone or token to the GateKeeper software. 

3. From the client dashboard, click Tokens.

4. Next, click the add GateKeeper token button to scan for the new phone with the Trident app turned ON.

5. Place your phone near one of your USB sensors and then follow the onscreen prompts to select the new phone as your new authenticator token and create a new PIN.

6. Delete the old phone from your Tokens tab and you're done. 

Adding a new phone to the GateKeeper Hub Enterprise software.

There are two methods for adding a new token to your GateKeeper Enterprise user profile, either through the GateKeeper Hub or Client software.

Method 1: Adding a token from the Hub

1. Download the Trident app to your new phone.

2. Open the Trident app on your phone and send the serial number to your GateKeeper Hub admin. 

3. Your admin will add the new phone as a Token to your account and send you a new PIN.

4. For admins, please click here for a step-by-step guide for adding a token through the Hub. 

Method 2: Adding a token from the Client software

If your Hub administrator has given your computer permission to add new tokens, please follow the instructions below. 

1. Download the Trident app to your new phone then turn on the app.

2. Connect your old phone or token to the GateKeeper software. 

3. From the Client dashboard, click Tokens.

4. Next, click the add GateKeeper token button and scan for the new Trident app.

5. Place your phone near one of your USB sensors and then follow the onscreen prompts to select the new phone and create a new PIN.

6. Delete the old phone from your Tokens tab and you're done. 

For any additional questions or concerns regarding proximity settings, computer locking, credential management, or compliance, please contact GateKeeper Enterprise support using the Support Ticket form on https://gkaccess.com/support/ or email [e-mail].

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