Embedded Files
Where This Error Appears?
This message appears in the Zaperon Verify mobile app when a user attempts to authenticate using a new mobile device while MFA is already configured on another device.
Users typically see one of the following prompt in Verify or Workspace Mobile app:
Your phone can't locate your device .
Why This Happens?
This occurs when MFA is already registered on an existing device and the user tries to set up or use the Verify app on a different phone. Common reasons include:
User changed or upgraded their mobile device.
Verify app was uninstalled and reinstalled on a new phone.
MFA enrollment is restricted to one device at a time.
Old device is still registered in Zaperon.
✔ Key Steps For Resolving This Error
1. Confirm the device change
Verify with the user that they are intentionally setting up the Verify app on a new mobile device.
Ensure the old device is no longer in use.
2. Reset existing MFA enrollment
1. Log in to the Zaperon Admin Dashboard.
2. Go to Manage Users.
3. Select the affected user.
4. Remove the existing MFA / Verify app enrollment.
5. Save the changes.
3. Re-enroll Verify app on the new device
1. Ask the user to open the Verify app on the new phone.
2. Start the MFA setup process again.
3. Complete device registration and verification successfully.
Refer New User Onboarding section for more info.
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