The account used in the Moss mobile app can only be used on one trusted device. By limiting the number of trusted devices, it enhances the security of the user's account, and reduces the likelihood of data breaches.
When you need to restore access to your Moss mobile app after reinstalling it, restoring your phone, or changing devices, it's important to understand the common scenarios and proper procedures to maintain your account security.
Anybody who has already connected a trusted mobile device can remove it, though you can only remove a trusted device that has been linked to your own account.
How to remove a trusted mobile device
You can remove a trusted mobile device in a few steps.
Log in to Moss mobile app
Go to your profile
In the security section, select “Forget this device”
If you don't have access to your old phone anymore and can't remove it, there are different methods on how you can get your trusted device deactivated.
If you have forgotten your passcode or entered an incorrect passcode too many times, you can proceed with these instructions to reset it.
Additional Information:
After sending the request, you will receive an email confirming that the request has been sent to your Administrator. If you're unsure who your Administrator is, this information will be included in the email. You can contact your Administrator to expedite the request.
The Administrator will also receive an email and a push notification, and your request will appear in their "My tasks" and "Approvals" sections.
For company users experiencing locked accounts or activation issues, contact your account administrator who can assist in reset operations or escalate to Moss support.
If all steps fail to resolve your access issue, contact Moss support via web or email for dedicated troubleshooting assistance.
Restoring app access (non-SSO users)
If you've lost your phone and need to activate the Moss Mobile App on a new device, follow these steps:
Open the Moss Mobile App on your new phone and enter your login and password.
Select the option "I lost access to my device"
Send a request to your Administrator to recover your account.
You will receive a 6-digit confirmation code during an incoming call - enter this code in the app.
Wait for an email confirming that your Administrator has deactivated your old device.
Once your old device is deactivated, you can activate the app on your new phone.
Troubleshooting during restoration: If you encounter issues like the app indicating it's still linked to another device or if no pairing options appear during login, ensure your old device is properly unpaired before proceeding. This resets the previous configuration and allows for successful pairing with your new device.
Removing an old trusted mobile device (SSO users)
If you're an SSO user and need to restore access to the Moss Mobile App, follow these steps:
Log in to the Moss Web Application with Single Sign-On
Go to the "Profile" tab.
In the "Preferences" section, select "Restore App Access."
Send a request to your Administrator to restore access.
You will receive a 6-digit confirmation code during an incoming call—enter this code in the web application.
Wait for an email confirming that your Administrator has deactivated your device.
Once your device is deactivated, you can activate the Moss Mobile App again.
Detailed SSO pairing process: When using SSO to pair your device, you may need to check your email for a verification code and input it into the app when prompted. After successful verification, you'll need to create a secure passcode to finalize the setup.
Forgot passcode - Unlock the Moss Mobile App
If you've forgotten your passcode, follow these steps:
On the login screen, click "Forgot passcode?"
Confirm that you want to deactivate the app by clicking "Start recovery process."
Enter your login and password in the Moss Mobile App.
Select the option "Recover your account"
Send a request to your Administrator to recover your account.
You will receive a 6-digit confirmation code during an incoming call - enter this code in the app.
Wait for an email confirming that your Administrator has deactivated your device.
Once your device is deactivated, you can activate your account again.
App blocked - Unlock the Moss Mobile App
If you enter the password incorrectly too many times, access to the Moss Mobile App will be locked. To unlock it, follow these steps:
Open the Moss Mobile App and enter your login and password.
Select the option "Recover your account"
Send a request to your Administrator to recover your account.
You will receive a 6-digit confirmation code during an incoming call - enter this code in the app.
Wait for an email confirming that your Administrator has deactivated your device.
Once your device is deactivated, you can activate your account again.