HID Mobile Access® Frequently Asked Questions

HIDMob ileAccess® FrequentlyAsked QuestionsSupport Documentationfor PortalAdministrators

HID Mobile Access®

Frequently Asked Questions

Support Documentation for Portal Administrators

PLT-02085, C.2

July 2024

This document may not be reproduced, disseminated or republished in any form without the prior written permission of

HID Global Corporation.

Trademarks

HID GLOBAL, HID, the HID Brick logo, the Chain Design, HID Mobile Access, HID Origo, HID Reader Manager, HID Elite,

iCLASS SE, multiCLASS SE, and Seos are trademarks or registered trademarks of HID Global, ASSA ABLOY AB, or its

affiliate(s) in the US and other countries and may not be used without permission. All other trademarks, service marks,

and product or service names are trademarks or registered trademarks of their respective owners.

Contacts

For technical support, please visit: https://support.hidglobal.com.

What's new

Date Description Revision

July 2024

Section 4.7. Added new frequently asked questions and answers relating to the Trial Subscription

feature.

Section 7.11. Added a new section related to the security of credentials on jailbroken or rooted

devices.

C.2

A complete list of revisions is available in Revision history.

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HIDMob ileAccess® FrequentlyAsked QuestionsSupport Documentationfor PortalAdministrators 1

Introduction

1.1 HID Mobile Access 9

General Questions

2.1 When was HID Global established? 11

2.2 How long has HID Global been providing the Mobile Access solution? 11

2.3 Does HID Global rely on third parties to provide services to the End Customer? 11

2.4 Does HID Global have a formal Business Continuity policy in place? 11

2.5 Who is responsible for establishing and testing HID Global's Business Continuity arrangements? 11

2.6 Does HID Global have an incident management process? 11

2.7 Does HID Global have a formal change management process in place? 11

2.8 Does HID Global comply with ISO27001? 11

2.9 Can HID Global demonstrate compliance with non-national legislation and regulations, for example SOX, PCI-

DSS? 11

HID Mobile Access

3.1 What is HID Mobile Access? 13

3.2 What is Seos? 13

3.3 How is the HID Mobile Access solution different from other solutions available today? 13

3.4 Does HID Global Mobile Access support both BLE and NFC? 13

3.5 What are the differences between using BLE and NFC for reader to mobile device communication? 14

3.6 How do I onboard for the Mobile Access service? 14

3.7 How do I order additional user licenses? 15

3.8 Which Service Levels are available for the HID Origo Management Portal? 15

3.9 What technical support is available for HID Mobile Access? 15

HID Mobile Access Portal

4.1 Are there any best-practice policies I should implement within the Enterprise environment? 17

4.2 Which browsers are supported by the HID Origo Management Portal? 17

4.3 What roles are available in the Portal? 18

4.4 How can I reset my HID password? 19

4.5 Why can't I see the HID Mobile Access web application after I log into the Portal? 19

4.6 Where can I check the HID Origo Service status? 19

4.7 Can I try Mobile Access free of charge? 20

4.8 How do I redeem an invitation using a QR Code? 23

4.9 How do I allow additional administrators to use the Portal? 24

4.10 How do I configure the time zone setting in the Portal? 25

4.11 How can I see information about my purchased user licenses for Mobile Access? 28

4.12 How do I control how many user licenses I consume? 29

4.13 I am using all purchased user licenses, how do I buy additional user licenses? 29

4.14 How can I find out which users are inactive? 30

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4.15 How do I enable the Site field and Phone Number field in the Portal? 31

4.16 How do I enroll users and issue a Mobile ID to their mobile device? 33

4.16.1 Issue a Mobile ID to a user 34

4.17 How do I assign a photo image to an individual enrolled user? 35

4.17.1 Edit/delete newly enrolled user photo 36

4.17.2 Edit/delete existing user photo 36

4.18 How do I change the badge image to my corporate logo? 38

4.19 How do I configure an invitation link? 40

4.19.1 Remove invitation code from email 40

4.19.2 Configure invitation email distribution 40

4.20 How do I change the invitation email template? 41

4.21 How many times can an invitation code be used? 41

4.22 How do I configure a custom mail server? 42

4.23 Why can’t I delete users? 45

4.24 How can I revoke Mobile IDs from a user's mobile device? 46

4.25 How do I manage obsolete or duplicate Mobile IDs (MIDs)? 48

4.25.1 Delete a Mobile ID (MID) 48

4.25.2 Set a MID type as default 49

4.25.3 Check for duplicate MIDs and remove duplicates 50

4.25.4 Remove a range of credentials 52

4.26 What should I do if the Mobile Access Portal displays “Delivering Mobile ID” for an extended period? 54

4.27 How do I enable Enterprise Policy Enforcement? 55

4.28 How are MIDs replenished? 56

4.29 How do I activate auto-replenishment? 57

4.29.1 Activate auto-replenishment 58

4.30 What subscription contract renewal notifications are communicated? 59

4.31 How do I activate Delegated Authorization functionality? 60

4.31.1 Approve a Delegation Request 60

4.31.2 Perform Organization administration actions 62

4.31.3 Perform Mobile Identities actions 63

4.31.4 Delegated Authorization limitations 65

4.32 What role does a Service Provider have for Delegated Authorization? 65

4.33 Certificate-based Authentication 66

4.33.1 Prerequisites 66

4.33.2 Base64 encoding 67

4.34 How do I manage HID Mobile Access App features? 68

4.35 How do I export mobile user records? 69

HID Mobile Identities Subscriptions

5.1 What Mobile Access Subscription contracts are available? 71

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5.1.1 Pre-paid subscription user licenses 71

5.1.2 Activation based subscription user licenses 71

5.2 How do I change my Subscription model? 72

5.2.1 Activation based subscription to a pre-paid subscription model 72

5.2.2 Pre-paid to an activation based subscription model 72

5.2.3 Upgrade an existing pre-paid subscription 72

5.2.4 Multiple channel partners 72

5.3 What subscription contract renewal notifications are communicated? 72

5.4 What happens if my subscription contract is on manual renewal and I do not place a renewal order before my

subscription expires? 73

HID Mobile IDs

6.1 What are Mobile IDs? 75

6.2 How can I buy additional Mobile IDs? 75

6.3 Is a Mobile ID more secure than a physical card credential? 76

6.4 How many Mobile IDs can be issued to a device? 77

6.5 Can the Mobile ID be transferred to a new device? 77

6.6 Can one user's Mobile ID be accessed from multiple devices? 77

6.7 What if I factory-reset my device, or uninstall the Mobile Access App 77

6.8 Can Mobile IDs be utilized beyond access control in the future? 77

6.9 If a Mobile ID has been disabled, does this free up a Mobile ID that I can then use for another phone? 77

HID Mobile Access App

7.1 Which mobile devices and operating systems are supported? 79

7.2 Where can users download the HID Mobile Access App? 79

7.3 How do I open a door using HID Mobile Access? 79

7.3.1 Using HID Mobile Access with BLE on iPhone or Android devices 79

7.3.2 Using HID Mobile Access with NFC on an Android device 80

7.4 Does HID Mobile Access work without network coverage? 80

7.5 Does HID Mobile Access work without a battery? 80

7.6 What impact does HID Mobile Access have on battery life? 80

7.7 Should the user regularly update their mobile device to the latest operating system? 80

7.8 Should the user regularly update their mobile device to the latest HID Mobile Access App? 80

7.9 What is the average data usage by the HID Mobile app? 81

7.9.1 iOS mobile devices 81

7.9.2 Android mobile devices 81

7.10 Does the app collect private data? 81

7.11 How secure are HID Mobile Access credentials on devices that have been jailbroken or rooted? 81

HID Mobile-enabled readers

8.1 Why doesn't the reader recognize my mobile device? 83

8.2 Why do I get vibration or sound from the device before the reader LED shows green? 83

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8.3 What happens when Twist and Go is used and there are multiple readers in range of the mobile device? 83

8.4 Why is the door opening experience slower with mobile than with a physical card? 83

8.5 How does the user know when to Tap vs. Twist and Go? 84

8.6 Can you have both Tap and Twist and Go enabled at the same time? 84

8.7 Is the power consumption and wiring different to standard readers? 84

8.8 Can I control the reading range? 84

8.9 What are possible starting dBm values for BLE reader locations? 85

8.10 What is Enhanced Tap door opening mode? 85

Automated onboarding

9.1 How do I submit a self onboarding request? 87

9.2 What is automated onboarding? 88

9.3 How long does the automated onboarding process take? 89

9.4 Can I change the Organization name after onboarding? 89

9.5 Can I start using the Mobile Access service right after the onboarding process? 89

9.6 Why am I asked for HID Elite Program in Step 1 of the onboarding process? 89

9.7 Does automated onboarding include ordering Readers and Mobile IDs 89

9.8 What is needed to place the order? 89

9.9 What is an organization ID? 90

9.10 What is a Mobile Keyset? 90

9.11 How can I find my organization ID and Mobile Keyset? 90

Legacy support

10.1 Are legacy parts being discontinued? 92

10.2 Are Mobile Admin cards still supported? 92

10.3 If I use the automated onboarding process, am I obliged to place an order? Will my organization ID and Mobile

Keyset be reserved forever even though I am not ordering? 92

10.4 What formats are allowed when booking an order for a MOBILE-ID? 92

10.5 Can I use new part numbers to order for a legacy customer? 92

Security

11.1 What happens if I lose my device? 94

11.2 What is the security level on the mobile device? 94

11.3 How is security maintained? 94

11.4 When someone downloads the HID Mobile Access App, can they automatically use it? 94

11.5 What should I do before re-issuing a device to another user? 94

11.6 How do you protect the privacy of the information I provide? 94

11.7 What if I want to associate an existing Mobile Keyset to a newly created Org? 95

11.8 Can the end user restrict which partners can order Readers and Mobile IDs with their Mobile Keyset or ICE? 95

11.9 What happens if there is no Mobile Keyset for a given end user? 95

11.10 Does HID Global perform penetration testing of your Mobile Access solution? 95

11.11 Is there a defined Information Security role within HID Global? 95

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11.12 Is education / training given to provide HID Global staff with an awareness of information security? 95

11.13 Where does HID Global store and process End Customer data? 95

11.14 How does HID Global monitor your network for unauthorized devices? 95

11.15 Is HID Mobile Access GDPR compliant? 95

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Section 01

Introduction

1.1 HID Mobile Access

Congratulations! Your company has migrated to a new methodology for managing secure identities for physical access.

The adoption of the HID Mobile Access® service now enables staff to securely access locations using Android and iOS

mobile devices. Your role as Enterprise or End User Administrator is to manage your company's users, and issue or

revoke Mobile IDs via a cloud-based portal. You are also likely to be the first point of contact if employees have any

questions about HID Mobile Access.

This guide will serve as a reference and to provide you with the information you need to support your company in a

knowledgeable manner.

Note: For reference purposes HID Global recommends that customers retain Technical Support contact

information for their authorized HID Channel Partner or Direct Integrator.

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Section 02

General Questions

2.1 When was HID Global established?

HID Global was established in 1991 as Hughes Identification Devices, a subsidiary of Hughes Aircraft. The company was

acquired by ASSA ABLOY in 2006 and is now part of the Global Technologies division of ASSA ABLOY.

2.2 How long has HID Global been providing the Mobile Access solution?

HID Global has been providing HID Mobile Access® since 2014.

2.3 Does HID Global rely on third parties to provide services to the End Customer?

Yes, HID Global relies on Amazon Web Services and ViaWest.

2.4 Does HID Global have a formal Business Continuity policy in place?

HID Global has a Business Continuity plan in place. The Business Continuity Management System is modeled after the

ISO22301 standard.

2.5 Who is responsible for establishing and testing HID Global's Business

Continuity arrangements?

The Business Continuity Management System is modeled after the ISO22301 standard. The maturity level in terms of

implementation and testing is different at different local sites. BCM Plans are decentralized. At the top level, the

Compliance Core team provides guidance.

2.6 Does HID Global have an incident management process?

Yes, HID Global has an Incident Management Process that follows the ITIL Incident Management Standard.

2.7 Does HID Global have a formal change management process in place?

Yes, HID Global has a Change Management process based on the ITIL framework in place.

2.8 Does HID Global comply with ISO27001?

The HID Origo Cloud Platform has been certified for compliance with ISO 27001. For additional details please refer to:

https://www.hidglobal.com/certifications

2.9 Can HID Global demonstrate compliance with non-national legislation and

regulations, for example SOX, PCI-DSS?

SOX is not relevant as HID Global/ASSA ABLOY is not listed in the US Stock Exchange. PCI-DSS is not applicable to

Mobile Access, as the solution does not process Credit Card Transactions.

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Section 03

HID Mobile Access

3.1 What is HID Mobile Access?

HID Mobile Access® complements your existing access control solution; instead of using cards or fobs to access the

building, the Mobile IDs are stored on the employee's mobile device.

The HID Mobile Access service, powered by Seos®, consists of the following components:

HID Origo™ Management Portal. A managed service that allows you to manage users and securely issue or revoke

Mobile IDs to the user’s mobile device.

HID Mobile Access App for Android and iOS devices.

HID Mobile Access SDK for Android and iOS devices.

HID Mobile Access API.

Mobile Access compatible readers.

Mobile IDs with integrated Seos technology for management of trusted identities.

3.2 What is Seos?

Seos® is a technology platform created by HID Global which provides a secure, portable, adaptable, device agnostic way

of managing secure identity information and applications. Seos technology enables the use of a mobile device as a

trusted credential for physical access control.

HID Global has created an open ecosystem of Seos-interoperable products and services, including credentials, readers,

and a backend infrastructure to issue and revoke credentials. The use of Seos technology on a mobile device, loaded

with a secure identity, enables the use of that mobile device to securely open doors to homes, hotels, hospitals,

universities, and commercial buildings.

3.3 How is the HID Mobile Access solution different from other solutions available

today?

HID Mobile Access provides the industry’s only mobile access solution that offers native support for iOS and Android

mobile devices in both wired and wireless locks.

Our solutions are powered by Seos, a breakthrough credential technology that manages secure identity solutions and

represents a new way of thinking about the end-user experience. The best-in-class security and privacy protection

offered by HID Mobile Access is a scalable solution that can evolve to meet your secure identity needs. For more

information visit:

https://www.hidglobal.com/solutions/access-control/hid-mobile-access-solutions

For more information about breakthrough credential technologies, please contact your access control integrator or the

vendor where you purchased HID Mobile Access.

3.4 Does HID Global Mobile Access support both BLE and NFC?

HID Global Mobile Access supports BLE (Bluetooth Low Energy, formerly marketed as Bluetooth Smart) on both iOS and

Android. NFC (Near-field Communication) is only supported on Android due to the restrictions from Apple on NFC usage

on iOS. For more information on Mobile Access supported devices and BLE/NFC compatibility, refer to:

https://www.hidglobal.com/mobile-access-compatible-devices

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3.5 What are the differences between using BLE and NFC for reader to mobile

device communication?

Whether your mobile device uses BLE (Bluetooth Low Energy) or NFC (Near Field Communication) to communicate with

the reader depends on the installed readers and the mobile devices that are compatible for use with Mobile Access. HID

recommends the use of both BLE and NFC in the Mobile Access solution to provide optimal opening experience for a

variety of devices. For information on supported devices and BLE/NFC compatibility, refer to, Which mobile devices and

operating systems are supported?

For Android devices, tap opening using NFC gives the shortest possible opening time. For iOS devices, Tap always

utilizes BLE. For Android and iOS, both Twist and Go and opening with a widget from a phone or wearable, use BLE.

To make it easier for you to use this guide, we have listed the key differences between the solutions:

NFC BLE

Supported mobile

network operators

All mobile operators All mobile operators

Supported device

operating systems

Any Android device with NFC capability Android devices with Android 9 (or higher)

iOS devices with iOS 14 (or higher)

Supported readers

HID Signo™ readers, iCLASS SE®/multiCLASS SE®

readers (Rev E or newer, shipped after Q1 2013) or

readers upgraded with a BLE upgrade kit

HID Signo™ readers, iCLASS SE®/multiCLASS SE®

that have a BLE module (that is, readers with a part

number starting with 9nnnB or 9nnnM)

Transaction

experience

Tap (short range)

Quick transaction if user is aware of the “sweet spot”

where the NFC antenna is located within the mobile

device

Tap (short range)

Twist and Go (long range)

App Specific, for example widget opening from mobile

device or wearable (long range)

3.6 How do I onboard for the Mobile Access service?

1. Visit the HID Origo Management Portal site at https://portal.origo.hidglobal.com and click CREATE ACCOUNT.

2. Enter your user and organization details and click SUBMIT.

3. After registration you will receive an email. Follow the instructions in the email to change the password and get

started.

Once the onboarding process is complete you will be taken through a guided tour of the HID Origo Management Portal,

together with the option to enable a free of charge trial subscription. For further details see, Can I try Mobile Access

free of charge?

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3.7 How do I order additional user licenses?

To purchase additional user licenses after first purchase of user licenses, refer to: I am using all purchased user

licenses, how do I buy additional user licenses?

If you are a new customer to HID Mobile Access, follow the onboarding flow referenced in the How do I onboard for the

Mobile Access service? section. Send in your purchase order to your HID Channel Partner and include the following

information:

Organization ID (created during onboarding)

Organization name

Mobile Keyset

Format Information (if required)

HID Mobile Access Part Number for user licenses: MID-SUB-T050, MID-SUB-T053, MID-SUB-T100, MID-SUB-T103

If you are an existing HID Mobile Access customer and wish order user licenses, please contact the HID Mobile Access

integrator for your region via the contact details provided at:

https://www.hidglobal.com/customer-service

3.8 Which Service Levels are available for the HID Origo Management Portal?

HID Global will use commercially reasonable efforts to:

Make the service available at least 99.5% of each calendar month, excluding maintenance.

Provide notice to customers within 30 minutes of a significant service disruption.

Provide at least 7 days advance notice for any maintenance activity.

For additional information, please refer to the following:

HID Global Corporation Product-Specific Support Terms Physical Access (PACS)

HID Origo Services Status information

3.9 What technical support is available for HID Mobile Access?

For technical support questions about HID Mobile Access, contact your access control integrator or the vendor where

you purchased HID Mobile Access. HID Global provides technical support to your integrator.

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Section 04

HID Mobile Access Portal

4.1 Are there any best-practice policies I should implement within the Enterprise

environment?

HID Global recommends implementing the following policies within your Enterprise environment, in combination with

HID Mobile Access, as part of your IT or HR policy:

Install a reporting process for the loss of mobile devices and the subsequent revocation of the Mobile ID(s) and

disabling of the associated Mobile ID(s) within the Access Control System.

Ban jail-broken mobile devices where the operating system has been compromised. A jail-broken mobile device is a

device that has been modified to remove the restrictions imposed by the manufacturer or operator allowing access to

the entire file system. This access allows for changes that are not supported by the mobile device in its default state.

Mandate the use of a passcode, fingerprint scan, or facial recognition as an additional security mechanism against the

loss of a mobile device (setting within the application).

Use a mobile device management system to manage company mobile devices (useful not only for Mobile Access, but

also to secure company email and other vital company information). HID Mobile Access will work with most leading

device management software.

As Mobile Access portal administrators are transferring user data to the portal on behalf of the enterprise, you should

provide a privacy policy to your users covering the transfer and storage of this data. The minimum data required to set

up a user is first name, last name, and email address.

Enable Enterprise Policy Enforcement feature via the HID Origo Management Portal. This will enforce the requirement

that users within the organization have their mobile devices unlocked in order to open a door.

Note:

The Enable Enterprise Policy Enforcement feature is not supported on the Mobile Access Essentials

subscription tier.

This setting triggers an update of all credentials in your system and may cause a high load on the platform if

the feature is frequently toggled on and off.

4.2 Which browsers are supported by the HID Origo Management Portal?

The following browsers have been fully tested with the HID Origo Management Portal:

Internet Explorer x.x and above

Chrome 68.0.3440.106 and above

Firefox 32.0.1 and above

Safari 5.1.7 and above

Note: The HID Origo Management Portal can be accessed using a laptop or tablet, however, access using a mobile

phone is not supported.

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4.3 What roles are available in the Portal?

The HID Origo Management Portal is role-based. The functional abilities for each role are listed below:

Role Functional abilities

Organization Administrator

Edit Organization settings.

Manage administrative users and assign roles to users.

Administration of mobile credential users and Reader Manager Technicians.

Add/edit/delete portal users and perform password resets on their accounts.

Full access to Mobile Identities Service and Reader Manager Service functionality.

Mobile Identities Administrator

Edit Mobile Identities settings.

Edit the invitation email sent to users.

Full edit, add, and delete privileges to all users.

Issue/revoke Mobile IDs and delete mobile devices.

Mobile Identities Operator

Partial access to functionality. Able to add mobile users and issue and revoke Mobile IDs.

Cannot perform configuration operations.

Mobile Identities Reviewer

Read only access

Cannot add/edit data or issue/revoke Mobile IDs

Reader Manager Administrator

Edit Reader Manager settings

Add/delete Reader Manager Technicians

Issue/edit/revoke reader key authorization

Edit Reader Manager Technician information

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4.4 How can I reset my HID password?

1. On the HID Origo Management Portal login page (https://portal.origo.hidglobal.com) enter your Username and

click NEXT.

Note: Your Username is the email address used to log into your account.

2. Click the Forgot Password? link.

3. In the Password Request dialog, click SUBMIT.

4. Check your email for a HID Origo Mobile Identities Portal Account - Temporary Password message and follow

the password reset instructions.

Note:

If you do not see the temporary password email, check your spam or junk folder. For further assistance

please contact HID Technical Support.

The same HID Origo Management Portal password can be used to log into the Reader manager Portal,

however, as the password requirements are different for each portal, this may cause login issues with the

Reader Manager Portal.

To enhance security, notification messages are now sent to the registered email address of the user for the

following:

Modified HID Origo Mobile Identities Portal Account Password.

Modified HID Origo Mobile Identities Portal Authentication Factor.

4.5 Why can't I see the HID Mobile Access web application after I log into the

Portal?

Your login identity has not yet been granted access to this service. Your application and account setup are possibly still

in process. You should expect to see the HID Mobile Access® link on the landing page within 72 hours of completing the

authentication setup. If it does not appear after that time, please contact HID Technical Support.

4.6 Where can I check the HID Origo Service status?

HID Origo Service status information, planned maintenance, and Incident history for the HID Origo services is available

at: https://status.origo.hidglobal.com/.

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4.7 Can I try Mobile Access free of charge?

Yes, new customers have the option to try the HID Mobile Access solution, free of charge through a Trial Subscription,

when they log into the HID Origo Management Portal for the first time.

Note:

To be able to use Trial subscription the customer must have Mobile-Ready HID readers installed. HID Mobile

Access is supported by any HID Signo reader and HID iCLASS SE Mobile-Ready readers, with the Bluetooth

module installed. If you do not currently have HID Mobile-Ready readers installed, please reach out to an

authorized HID Channel Partner.

Once the Trial has started, the customer must load a MOB key into their readers and ensure the readers are

configured with the correct settings for BLE communication using HID Reader Manager. If assistance is required,

HID recommends that they contact an authorized HID Channel Partner.

1. Log into the HID Origo Management Portal and on the portal dashboard page select Mobile Identities.

2. In the Mobile Identities FREE Trial dialog, click TRY IT NOW.

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3. In the Begin Trial dialog, click NEXT.

4. Currently TRK-H10301 is the only format supported for Trial Subscription, however, if required, you can change the

Facility code and Credential number. Click BEGIN TRIAL.

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A message is displayed to confirm that your Trial Subscription has been successfully initiated.

Below are a number of frequently asked questions and answers relating to the Trial Subscription feature.

Question Answer

I have successfully opted-in for a Trial Subscription and

have received the trial confirmation message, however, I

do not see any Mobile IDs yet?

It can sometimes take up to 10 minutes for the trial to start. Make sure to

refresh the page.

How many times can I use the Trial Subscription? The Trial Subscription includes 100 licenses for a period of 90 days, and you

can log in as many times as you want during this period.

How do I place a regular contract? Contact an authorized HID Channel Partner to place a purchase order.

What notifications are received relating to Trial

Subscription?

There are three notification types:

A Trial Subscription opt-in confirmation (sent after the Admin opts into

the trial)

An advanced reminder about the trial expiry date (sent 30 days before the

trial expiry date)

A trial expiration notification (sent after the trial expiry date)

Initially I did not opt-in for Trial Subscription. Can I opt-in

for it now?

Providing you have not already placed an order for subscription user licenses,

you can opt-in for the Trial Subscription by clicking on the timer icon [ ] in

the Portal header bar.

I do not want a Trial Subscription. I have already placed an

order for subscription user licenses. What do I need to do?

After logging into the HID Origo Management Portal, in the Trial Subscription

dialog, click MAYBE LATER to close the dialog box.

I have successfully opted out from a Trial Subscription to

upgrade to the Essential tier (MID-SUB-T050 or MID-SUB-

T053), will it have any impact on existing users?

Yes, it would automatically revoke the existing Mobile IDs issued through the

trial contract subscription pool.

I have successfully opted out from a Trial Subscription to

upgrade to the Enterprise tier (MID-SUB-T100 Or MID-SUB-

T103), will it have any impact on existing users?

Users will be able to continue using existing credentials, issued through the

trial contract subscription pool, without any impact.

Note: However the recommendation is to either revoke Mobile IDs issued

through the trail credential pool for existing users or delete the trial

mobile credential bucket itself, to avoid any further conflicts, and

issue credentials from the new regular contract credential pool

bucket.

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4.8 How do I redeem an invitation using a QR Code?

1. On the Mobile Identities screen, in the Users section, click EDIT associated with a displayed user.

2. On the Mobile User Detail screen, in the Invitation Log section, select the QR CODE action.

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3. Scan the displayed QR Code to redeem the invitation and click OK.

4.9 How do I allow additional administrators to use the Portal?

If you would like to add additional users or administrators for the HID Origo™ Management Portal, the primary account

administrator can add users/administrators under the Organization Administration menu. The primary administrator

account is the account used during onboarding.

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4.10 How do I configure the time zone setting in the Portal?

As an Enterprise or End User Administrator of a site you can configure the time zone setting in the portal. When

configured, the selected time zone with a date prefix is displayed on the following portal screens:

Mobile Identities screens:

Mobile Identities - Manage Users, Devices and Mobile IDs

Mobile ID Details

Mobile User Detail

Mobile Identities - Manage Deleted Users

Deleted Mobile User Detail

Settings > Preview Invitation Email Template

Export - Selected Active Users

Export All - All Active Users

Export - Deleted Users

Export - All Deleted Users

Mobile Id Inventory Export

My Account screen

Dashboard screen

My Profile details pop-up

Note: Mobile Identities for a Delegation Authorization Organization, Reader Manager, End Customer Admin, and

Connected Architecture do not display a configured time zone setting, only the default UTC time.

To configure the time zone setting:

1. On the HID Origo Management Portal Dashboard screen, click on the profile icon [ ] at the top right corner of the

screen and select My Account.

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2. On the My Account screen, scroll to the Time Zone Settings section and click Edit.

Note: The default time zone settings is UTC.

3. Select a desired time zone from the list.

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4. Click Save. The selected time zone, with the date prefix, will be applied across the portal.

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4.11 How can I see information about my purchased user licenses for Mobile

Access?

section displays license information.

Total: represents the number of user licenses purchased (one user license is counted as consumed when a Mobile ID

is requested for the user).

Active: represents the number of active user licenses. Each unique identity record is considered a user and only

active users, with at least one active mobile ID on their device, consumes a license.

Available: represents the number of available user licenses.

Select Mobile IDs to display the Mobile IDs available for your organization. Click the view detail icon [ ] associated with

a displayed Mobile ID to view the Mobile ID specifications.

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4.12 How do I control how many user licenses I consume?

A user license is counted as consumed when a Mobile ID has been requested for the user. If the Mobile ID has not been

delivered to the user within the validity period set in the portal, the user license returns to the inventory of available user

licenses in portal. If not delivered, for security reasons invitation codes to HID Mobile Access will, by default, expire after

48 hours.

Note: To set the invitation validity period in the portal, select Settings and expand the Invitation Email &

Notification Settings option (this option is not supported on the Mobile Access Essentials subscription tier).

Select VIEW / EDIT INVITATION EMAIL TEMPLATE and enter a period setting (hours or days) in the

Validity period for invitation field.

4.13 I am using all purchased user licenses, how do I buy additional user licenses?

To purchase additional user licenses please contact your HID Channel Partner and provide the following information:

Organization ID and Organization name

Organization name

Contact ID

HID Mobile Access Part Number for add on-licenses.

The above information can be accessed:

On the HID Management Portal Administration Dashboard, via Settings > Organization Administration. Also

ordering information is provided by selecting ORDERING SUPPORT on the Administration Dashboard, under the

Mobile Identities section.

Add on-license part numbers for Mobile Access can be found in the Readers and Credentials How to Order Guide

(PLT-02630), available from: https://www.hidglobal.com/documents.

Note: In certain circumstances, for example if a renewal order is placed for a lower number of user licenses than

the number of active users, the account will end up in over-usage. This means that no additional users can be

added, or credentials can be issued, until more user licenses have been purchased, or enough credentials

have been revoked to free up available user licenses.

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4.14 How can I find out which users are inactive?

Note: A quick search only performs a user search across the first set of 5000 users that have recently been created

or modified. Therefore, if the Organization has more than 5000 users, an advanced search criteria should be

used as this will search across all the user records irrespective of the size (as the user record may not be

available in the first set of 5000 users).

There is no direct filter available to identify inactive users, however, this can be achieved by using filter options in

advanced search function (if inactive users are users that are not consuming a license).

1. On the Mobile Identities main page, scroll to the Users section.

2. Click SEARCH and click ADVANCED.

3. In the Search dialog, set License Availability to None.

4. Click SEARCH to return the search results.

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4.15 How do I enable the Site field and Phone Number field in the Portal?

For countries where there is a requirement to include site information and phone number as part of a user record, these

fields can be enabled within the Mobile Identities application for user enrollment and for when mobile user records are

exported.

Note: As a default the Site field and Phone Number field are disabled.

To enable the Site field and Phone Number field for user enrollment and user record export:

1. On the Mobile Identities main page, select Settings.

2. To enable the Site field and Phone Number field for user enrollment expand the Enroll Settings section and select

the Site and Phone Number options.

3. To enable the Site field and Phone Number field for when mobile user records are exported, expand the Export

Settings section, and select the Site and Phone Number options.

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If enabled the Site and Phone Number fields are available for Single User enrollment and in the sample upload file for

Multiple Users enrollment.

Note: When enabled these fields are optional for Single User/Multiple Users enrollment. The Site field supports a

maximum of 50 characters. The Phone Number field supports a maximum of 30 characters (including space,

hyphen, and the plus symbol).

If enabled Site and/or Phone Number information is displayed and available on the following screens:

Users screen: Site information column is displayed in the active users and deleted users tables. Phone Number

information is not displayed.

Mobile User Detail screen: Site and Phone Number information displayed.

Delete Mobile User Detail screen: Site and Phone Number information displayed.

Enroll Multiple Users Status screen: Site and Phone Number information displayed.

Enroll Multiple Users Summary screen: Site and Phone Number information displayed.

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4.16 How do I enroll users and issue a Mobile ID to their mobile device?

As an Enterprise or End User Administrator of a site, you can add users either one-by-one or via file import.

1. On the Mobile Identities screen, click ADD USER.

2. On the Enroll Mobile User screen select either the Single User or Multiple Users option.

Note: To enroll multiple users, you need to create a .csv or .xls file which contain the columns “Last Name,

First Name, Email Address, User ID” and upload it using the upload function provided.

3. Enter the information of the single user or select the file to upload (for multiple users).

4. Select the desired enrollment option (send invitation only or send invitation and reserve Mobile ID).

5. Click ENROLL.

Note:

HID recommends sending registration codes via the corporate email system and not to insecure email

addresses, such as “free mail” accounts.

Each email address can only be enrolled once. However, when the user is enrolled, you can assign up to 10

Mobile IDs to each user’s device or add up to 5 devices per user. A user can only have one Mobile ID with a

specific MOB Key reference, so therefore, you cannot issue two Mobile ID(s) of the same MOB Key to one

device.

6. The user(s) are added to the user list with the status Invitation Active. The user receives an email which contains a

link to download the HID Mobile Access Application from the Application Store links, and an invitation code.

7. After a user has downloaded the Mobile Access App and entered the invitation code, the status will change to

Invitation Code Redeemed and now you can issue a Mobile ID to this user if you did not select the option to Select

and Reserve a Mobile ID when you did the enrollment above.

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4.16.1 Issue a Mobile ID to a user

1. On the Mobile Identities screen, in the Users section, click the EDIT action associated with a displayed user.

2. On the Mobile User Detail screen, in the Mobile Devices section, click Issue Mobile ID.

3. Manually select a Mobile ID from the available Mobile IDs pool or issue a Mobile ID in an automatic sequence.

Note: You can automate this process by pre-assigning the Mobile ID at the time of enrolling the user by

selecting the Select and reserve Mobile ID(s) that will be issued when this user accepts the

invitation code to register his or her device option.

4. Click Issue Mobile IDs to issue the selected Mobile ID to the user.

To send an invitation and issue a Mobile ID to existing users, highlight a displayed user, and from the drop-down menu

select the Send invitation and issue Mobile ID at once option, then click APPLY.

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4.17 How do I assign a photo image to an individual enrolled user?

As an Enterprise or End User Administrator of a site, you can upload and assign a photo image to an individual enrolled

user and subsequently edit/delete the user photo.

To upload and assign a photo when enrolling a user:

1. On the Mobile Identities screen, click ADD USER.

2. On the Enroll Mobile User screen select the Single User option.

3. In the Mobile User Profile section enter the user information.

Note: Two new optional fields, Prefix and Suffix, have been added to Name.

4. To upload and assign a photo image, click on the browse icon [ ] in the image placeholder area.

5. In the Set Photo dialog click Browse and select an image to upload. The following image criteria applies:

The recommended optimal photo aspect ratio is 2:3.

Supported images dimensions in the Set Photo pane are 240 x 160 pixels.

Supported image formats are JPG and PNG.

6. Click PREVIEW to preview the image for the user profile.

7. If the image appears correctly click ENROLL to save the user details with photo.

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4.17.1 Edit/delete newly enrolled user photo

To edit or delete a user photo image on the Enroll Mobile User screen:

1. Hover the mouse cursor over the user photo.

2. Select the edit icon [ ] and make the required changes in the Set Photo dialog, or select the delete icon [ ] to

delete the user image.

4.17.2 Edit/delete existing user photo

To edit or delete a photo image of an existing user on the Enroll Mobile User screen:

1. On the Mobile Identities screen, in the Users section, click EDIT associated with a displayed user.

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2. On the Mobile User Detail screen, in the Mobile User Information section, click Edit.

3. Hover the mouse cursor over the user photo.

4. Select the edit icon [ ] and make the required changes in the Set Photo dialog or select the delete icon [ ] to

delete the user image.

5. When the required changes have been made, click SAVE.

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4.18 How do I change the badge image to my corporate logo?

Instead of using the default HID Global badge image, you can upload an image with your corporate logo and color

scheme. This is then pushed to the mobile devices and is visible within the user's HID Mobile Access app on issuing new

Mobile IDs.

1. On the Mobile IDs & User page, scroll to the Available Mobile IDs section.

2. Click the edit icon [ ] associated with a displayed Mobile ID.

3. In the Mobile ID Artwork section click UPGRADE BACKGROUND IMAGE.

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4. Click Browse and select a new image from your computer. The image must comply with the following

specifications:

File format: .png or .jpg

File size up to maximum of 1 MB

Dimensions: 240 pixels wide by 160 pixels high

Seos logo type must be visible on the artwork (information on this can be found within the portal)

5. Click SAVE to update the Mobile ID background image.

Note: Before saving the image, click PREVIEW to resize and reposition the image in the guide frame.

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4.19 How do I configure an invitation link?

1. On the Mobile Identities page, click Settings.

2. Expand the Invitation Email and Notification Settings option.

3. Under Configure invitation link enter a link in the field. For example: myapp://company.org?invitationCode

For any outgoing invitation code emails, the Invitation Code is appended to the end of whatever link was configured,

replacing the invitationCode part. When a user selects the received link, they will be prompted to open it in a given app.

4.19.1 Remove invitation code from email

The portal provides the Org Admin with the ability to remove the invitation code from the invitation email.

Note: If the invitation code is removed from the email, the only option to redeem the code is through manual input

or consuming the QR code in the portal (see How do I redeem an invitation using a QR Code?).

4.19.2 Configure invitation email distribution

The portal provides the Org Admin with the ability to disable the distribution of the invitation email to all mobile users.

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4.20 How do I change the invitation email template?

Note: This option is not supported on the Mobile Access Essentials subscription tier.

1. On the Mobile Identities page, click Settings.

2. Expand the Invitation Email and Notification Settings option.

3. Click VIEW/EDIT INVITATION EMAIL TEMPLATE.

4. Modify the following fields as required:

Invitation email template name: Enter a custom name for the email template.

Send invitation email as: Enter an email address (where the response to this invitation email will be sent).

Validity period for invitation: Enter the number of hours or days until this invitation expires.

Note: Allow enough time for a response. A minimum of four to five days is recommended.

Subject: The subject of this email can be customized to your needs.

5. In the Email Message section modify the text of the invitation email as required.

Note: On the Email Message section icon bar there is a hyperlink icon [ ] that allows you to insert and remove

links to websites.

6. Once your message modifications are complete, click PREVIEW to review your changes.

7. Click SAVE to save your changes.

4.21 How many times can an invitation code be used?

Invitation codes are unique and can be redeemed only once. If a user attempts to redeem the same invitation code a

second time it becomes an invalid invitation code and a Please verify the code is correct error message is displayed.

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4.22 How do I configure a custom mail server?

1. On the Mobile Identities page, click Settings.

2. Expand the Invitation Email and Notification Settings option.

3. Enter an email address in the Send an email notification to field.

4. Click VIEW/EDIT INVITATION EMAIL TEMPLATE.

5. Click Use different mail server.

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6. Enter your custom mail server details and click SAVE.

If the mail server configuration is successful, the following notification is displayed. Click CLOSE.

7. To validate the mail server settings, check that you receive an email containing the following details.

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Note: If you do not receive an email after approximately five minutes then the mail server configuration is

unsuccessful. This will result in users not receiving their invitation emails.

To resolve this issue, you can either click Delete Mail Server, which will result in mails being triggered

from the default HID mail service or click Edit Mail Server and modify the settings so that mails are

received at the next attempt.

Items to check when a mail server configuration is unsuccessful:

The provided SMTP server details may be incorrect.

Incorrect Port and TLS setting.

The mail server you have configured may only be allowing requests from whitelisted IPs, therefore white list the

HID server's IP to allow the request.

When using free generic SMTP services, for example Gmail, Outlook, these services may have Captcha enabled

for the user login. Therefore, automated services might be blocked by these providers.

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4.23 Why can’t I delete users?

The ability to delete users is limited by a Max number of users deleted per day threshold.

1. On the main page, click Settings.

2. Open the Configure Delete Threshold option.

3. Enter a value for Max number of users deleted per day.

4. If required enter a Delete threshold value. This is a time threshold after which the system automatically completes

the delete operation and places the mobile device or ID in a deleted state.

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4.24 How can I revoke Mobile IDs from a user's mobile device?

Note: Revoking a Mobile ID is not possible when the mobile device is roaming without a data connection, in flight

mode or switched off. Therefore always make sure that you revoke the access rights associated with this

Mobile ID within your Access Control System.

1. On the Mobile Identities screen, in the Users section, click EDIT associated with a displayed user.

2. On the Mobile User Detail screen, in the Mobile Devices section, select the Revoke Mobile ID option.

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3. In the Revoke Mobile ID confirmation dialog, review the displayed information and click YES to perform the revoke

action.

Note: You can also use Delete Device to remove the complete device or Delete User to remove the user and all

devices and Mobile IDs of that user.

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4.25 How do I manage obsolete or duplicate Mobile IDs (MIDs)?

As a HID administrator or a Mobile Identities administrator you can delete obsolete MIDs (the MIDs that are not used

within the allocated MID range), check for and remove duplicate MIDs, and select and remove a range of MIDs.

4.25.1 Delete a Mobile ID (MID)

Note: If a Mobile ID has been issued to a user, before the Mobile ID can be deleted it must firstly be revoked from

the user, refer to How can I revoke Mobile IDs from a user's mobile device?

1. Log into the HID Origo Management Portal and on the portal dashboard page select the Mobile Identities option.

2. If you are a HID administrator, select an Organization and click Go. If you are a Mobile Identities administrator, you

will be automatically directed to the Mobile Identities page for your organization.

3. On the Mobile Identities page, select Settings.

4. On the Settings page, in the Mobile ID Settings section, select a MID type and click Delete.

5. In the Delete Mobile ID confirmation dialog, review the displayed information and click DELETE to perform the

delete action. When the Mobile ID is deleted a success message is displayed.

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4.25.2 Set a MID type as default

1. Log into the HID Origo Management Portal and on the portal dashboard page select the Mobile Identities option.

2. If you are a HID administrator, select an Organization and click Go. If you are a Mobile Identities administrator, you

will be automatically directed to the Mobile Identities page for your organization.

3. On the Mobile Identities page, select Settings.

4. On the Settings page, in the Mobile ID Settings section, select the appropriate MID type and click SET AS

DEFAULT.

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4.25.3 Check for duplicate MIDs and remove duplicates

1. Log into the HID Origo Management Portal and on the portal dashboard page select the Mobile Identities option.

2. If you are a HID administrator, select an Organization and click Go. If you are a Mobile Identities administrator, you

will be automatically directed to the Mobile Identities page for your organization.

3. On the Mobile Identities page, open the Mobile IDs option.

4. Click the edit icon [ ] associated with a displayed Mobile ID.

5. On the Mobile ID Detail page, click EXPORT INVENTORY.

6. The system will display an excel file containing all the available credentials. Check this file to identify any duplicate

Mobile IDs.

7. To remove a duplicate MID, navigate back to the Mobile Identities page and select the edit icon [ ] associated with

a specific MID type.

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8. In the Mobile ID Specifications section, click REMOVE DUPLICATES.

9. In the Remove Duplicates confirmation dialog, review the displayed information and click REMOVE to perform the

remove action.

Note: Any Mobile IDs with duplicate numbers issued before this action will have to be manually revoked from

the Origo account. Refer to How can I revoke Mobile IDs from a user's mobile device?

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4.25.4 Remove a range of credentials

The following details how to remove a range of credentials usually in order to prevent a conflict with other credentials

such as physical cards.

1. Log into the HID Origo Management Portal and on the portal dashboard page select the Mobile Identities option.

2. If you are a HID administrator, select an Organization and click Go. If you are a Mobile Identities administrator, you

will be automatically directed to the Mobile Identities page for your organization.

3. On the Mobile Identities page, open the Mobile IDs option.

4. Click the edit icon [ ] associated with a displayed Mobile ID.

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5. On the Mobile ID Detail page, in the Mobile ID Specifications section, click REMOVE RANGE.

In the Remove Range dialog enter the range to be removed (Starting credential and Ending credential values) and

click REMOVE.

7. In the Remove Range confirmation dialog, review the displayed information and click REMOVE to perform the

remove action.

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4.26 What should I do if the Mobile Access Portal displays “Delivering Mobile ID”

for an extended period?

This usually occurs because the user was not in a good cell area when the ID was being delivered. After a few retries our

server will stop re-attempting the delivery operation.

To try and force delivery, do not issue a new invitation (as this changes the endpoint ID of the phone and thus the ID

will never deliver). Firstly check the mobile device is compatible for use with mobile access, see HID Mobile Access -

Compatible Devices.

Next have the user attempt the following:

1. Reboot the phone.

2. Once the phone is back up, make sure it is in a location with good cell service.

3. Open the HID Mobile application and swipe to refresh. A refresh icon will display in the app as it contacts the server.

In most cases this will resolve the issue. However, if the symptoms persist, remove the user from the portal and direct the

user to remove and reinstall the HID Mobile Access application. In this case a new invitation code will have to be issued

to the user.

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4.27 How do I enable Enterprise Policy Enforcement?

With Enterprise Policy Enforcement you can enforce the requirement that users within the organization have their mobile

devices unlocked to open a door. In addition other mechanisms, such as ActiveSync, can then be used to enforce other

security measures, for example, devices should be automatically locked with a password.

To enable Enterprise Policy Enforcement in HID Origo Mobile Identities:

1. Log into the HID Origo Management Portal and on the portal dashboard page select Mobile Identities.

2. If you are a HID administrator, select an Organization and click Go. If you are a Mobile Identities administrator, you

will be automatically directed to the Mobile Identities page for your organization.

3. On the Mobile Identities page, select Settings.

4. On the Settings page, select the Limit the usage of the mobile access app when the mobile device is locked

option.

In the Mobile Access app the user will be informed that an Enterprise Policy has been enabled and the app setting Allow

Mobile Access when will be set to Device is unlocked and disabled.

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Below are a number of frequently asked questions and answers relating to the Enterprise Policy Enforcement feature.

Question Answer

Does it cost any extra to get access to the Enterprise Policy

Enforcement feature?

No, Enterprise Policy Enforcement has been added as a feature in

the standard subscription offering for HID Origo Mobile Identities.

Why can this setting only be changed once per week? The setting triggers an update of all credentials in your system. This

may cause a high load on the platform should customers frequently

toggle the Enterprise Policy Enforcement feature on and off.

Will the Enterprise Policy also be enforced on Technology Partner

apps?

The Enterprise Policy will be enforced on all apps based on the HID

Origo SDK, including the HID Mobile Access app.

What happens if the user has two credentials, one from an

organization where Enterprise Policy Enforcement has been

activated, and one where it has not?

As soon as any of the credentials in the app are issued from an

organization that has the Enterprise Policy Enforcement feature

enabled, the setting Allow Mobile Access when will be set to Device

is unlocked and disabled.

How long does it take before the policy has been enforced on all

devices?

It may take up to 24 hours, but usually within one hour.

What if the user has not activated a password protection on the

Mobile Device?

Then it will be regarded as an unlocked device, and the Mobile IDs

will be activated even with screen unlit.

What happens if a user has a stricter setting for Allow Mobile

Access when than Device is unlocked, for example, if the user has

the setting App is in foreground?

The user will keep the stricter setting.

4.28 How are MIDs replenished?

As a new end customer, the portal is supplied with several credentials for each credential type. This is 2 x the number

of user licenses.

An automatic replenishment is triggered when the number of credentials falls below 1.25 x the number of user

licenses.

The number of auto-replenished credentials is 0.75 x the number of user licenses, but always at least 500 credentials.

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4.29 How do I activate auto-replenishment?

As a result of the discontinuation of the Mobile Access part of the HID Security Identity Services (SIS) Portal, HID Global

is migrating Mobile Access customers, that have an existing account on the SIS Portal, to the HID Origo Cloud Platform

and Management Portal.

The migration is completely automatic, and once completed, customers will be redirected to the new HID Origo

Management Portal at their next login.

As part of the migration process:

All users and digital credentials will be moved over to the new portal and become available for administration in HID

Origo without any required actions.

Credential holders will not be impacted by the transition to HID Origo and all issued credentials will continue to work

as usual.

Organizations using Open formats for their credentials will need to manually activate auto-replenishment after the

migration has been completed.

In the cases where auto-replenishment has been inactivated by HID Global, to avoid creating duplicated credential

numbers, the Organization will see a notification bar displayed in the HID Origo Management Portal stating that auto-

replenishment needs to be activated.

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4.29.1 Activate auto-replenishment

To activate auto-replenishment for Mobile IDs:

1. On the Mobile Identities – Manage Users, Devices and Mobile IDs page, click Mobile IDs.

2. Under the displayed Mobile ID and the message, Auto-replenishment not activated, click ACTIVATE.

3. In the activation dialog, enter the highest credential value from where the replenishment should start. This

credential start value should be higher than the last number used for Mobile IDs and physical credentials to avoid

overlapping numbers.

Note: If a notification message is displayed (as shown below), then on the Mobile ID Detail page, under

Mobile ID Specifications, selected number ranges and duplicates can be removed without affecting the

license count.

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4. Click ACTIVATE to start the auto-replenishment.

4.30 What subscription contract renewal notifications are communicated?

Subscription contract renewal notifications are delivered to the following:

Channel Partner (Contact Manager): notifications start 90 days before the renewal date:

Automatic renewal: monthly notifications

Manual renewal: monthly notifications

End Customer and HID Renewal Team: notifications start 60 days before the renewal date:

Automatic renewal: monthly notifications

Manual renewal: weekly notifications

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4.31 How do I activate Delegated Authorization functionality?

To address managed service scenarios, Delegated Authorization functionality in the HID® Origo™ Management Portal

allows organizations to establish trust relationships with other organizations.

When an organization has been enabled as a Service Provider, other organizations (trusting organizations) can establish

a trust relationship with Service Provider organization (trusted organization) through the creation and approval of

Delegation Requests. Once a Delegation Request has been approved the Service Provider can perform administrative

actions on behalf of the trusting organization.

4.31.1 Approve a Delegation Request

1. Log into the HID Origo Management Portal as a Trusted organization admin (Service Provider organization admin).

2. On the Dashboard, click the options icon [ ] and select Organization Administration.

3. On the Administration Dashboard, click MANAGE DELEGATION REQUESTS.

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4. In the Delegated Requests table, click the approve icon [ ] associated with an organization.

Note: To reject the request click on the reject icon [ ].

5. In the Approve Delegation Request dialog, click Yes.

6. A notification message is displayed to state that the Delegation Request was successfully approved.

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7. To view the list of trusted organizations, on the Dashboard, click the options icon [ ] and select Organization

Administration.

8. On the Administration Dashboard, the trusted organizations that have been authorized to manage the organization

are listed in the Trusted Organizations section.

4.31.2 Perform Organization administration actions

Once the organization trust relationship is established, the trusted organization admin is able to perform all of the admin

actions for the trusting organization by clicking the organization entry listed in the Trusting Organizations section.

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On the trusting organization Administration Dashboard, the trusted organization admin can perform admin actions for

the trusting organization, for example:

Edit trusting organization details.

Settings: Enable Single Sign-On.

Edit Shipping Address.

Note: Before editing the shipping address, make sure that the Mobile Keyset is present.

Add/Edit/Delete Admin User.

Add/Edit/Delete System Account.

Note: To add a System Account, an organization should contain at least one org admin user, then only the

System Account section will be visible.

4.31.3 Perform Mobile Identities actions

Once the organization trust relationship established, the trusted organization admin is able to perform Mobile Identities

actions.

1. Log into HID Origo Management Portal as a trusted organization admin and select Mobile Identities.

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2. In the Organization Search section, search for the trusting organization and click GO.

3. On the Mobile Identities - Manage Users, Devices and Mobile IDs screen, the trusted organization admin can

perform MobiIe Identities related actions such as:

Add Mobile User, both Auto Assign User and Plain User Enrollment:

Send Invitation

Issue Mobile ID

Revoke Mobile ID

Delete Device

Edit User

Delete User

View Deleted Users

Search User

Edit Mobile ID

Configure settings

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4.31.4 Delegated Authorization limitations

The following section provides details on Delegated Authorization limitations:

If the Service Provider contains at least one Trusting Organization, then the organization cannot be disabled as

Service Provider.

The ability to cancel the trust relationship between the Service Provider and Trusting Organization is currently not

available. IT Support must be contacted for manual intervention.

If an organization contains both the Trusting and Trusted roles, then that organization can perform Trusted

Organization responsibilities. However, there is a limitation in building complex multiple layer Service Provider

relationships. Once a Service Provider has started to manage other organizations, they cannot submit a request to be

managed by another Service Provider.

If a HID Admin logs into the HID Origo Management Portal, then they can view the Trusted and Trusting Organization

table only in read mode. In addition, they will not be able to view the Manage Delegation Requests screen.

When a Trusting Organization is created via the DA API and the Trusted Organization admin navigates to Trusting

Organization’s administration dashboard, the System Account section will not be visible. Once the admin user is

created for the Trusting Organization, the System Account section will be visible.

If the Trusted Organization Admin navigates to the Trusting Organization via the Trusting Organization table, the

Manage Delegation Requests option and Trusted Organization table will not be visible. In addition the Service

Provider field in the Organization Summary section for the Trusting Organization will not be visible.

When editing an organization's shipping address make sure that the Mobile Keyset is available.

On the Manage Delegation Requests screen, once a request to be managed is submitted, it cannot be withdrawn.

Although a Delete option is visible, it is currently disabled. For a work around for this, the Service Provider

organization can reject the request.

Note: The availability of the Delete option is planned to be enabled in a future release.

4.32 What role does a Service Provider have for Delegated Authorization?

When you delegate authorization to a Service Provider for your organization, the Service Provider will have the same role

within your organization as is assigned for the Service Provider in the Service Provider's organization.

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4.33 Certificate-based Authentication

Certificate-based authentication is supported by using JSON Web Token (JWT).

4.33.1 Prerequisites

The System Account identifier and a token URL are used as input to the signed token. The following instructions provide

guidance on how to configure a System Account for PKI authentication and to capture the properties to be included in

the token.

1. Log into the HID Origo Management Portal and on the Dashboard, click the options icon [ ]. Select Organization

Administration from the drop-down menu.

2. In the System Accounts section click ADD SYSTEM ACCOUNT or edit [ ] an existing account.

3. In the System Information section select the roles to be assigned to this system account user and upload the PKI

certificate (public key).

4. Click SAVE to return to the return to the Organization Administration screen.

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5. In the System Accounts section, obtain the Client ID and Token URL.

4.33.2 Base64 encoding

HID Origo expects that any file(s) uploaded only contain a single X.509 certificate encoded in Base64 format.

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4.34 How do I manage HID Mobile Access App features?

1. On the Mobile Identities page, click Settings.

2. Expand the Mobile Access App Features option.

3. To allow HID Mobile Access App users to make use of the Padlock and Twist & Go functions in the app select the

Padlock and Twist & Go options.

4. Click SAVE to save your changes.

Note:

If the Padlock checkbox is cleared, the padlock icon in the Mobile Access App appears grayed out and becomes

unavailable for use.

If the Twist & Go checkbox is cleared, users are prevented from performing Twist & Go in Mobile Access.

If both the Padlock and Twist & Go checkboxes are cleared, the Nearby Readers section in the HID Mobile

Access App is not displayed. In addition, users will be notified about these feature settings after a relaunch or

pull-down refresh of the application.

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4.35 How do I export mobile user records?

1. On the Mobile Identities main page, select Settings.

2. Expand the Export Settings section, and select the required user information to include when records are exported.

3. On the Mobile Identities screen, in the Users section, either:

Export defined user records: select the required users and from the drop-down menu select the Export (Selected

Users) option, then click APPLY.

Export all user records: from the drop-down menu select the Export (All Users) option, and click APPLY.

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Section 05

HID Mobile Identities Subscriptions

5.1 What Mobile Access Subscription contracts are available?

HID Origo Mobile identities is a Software as a Service (SaaS) model where you purchase subscription user licenses. This

means that you are only charged for the user that uses mobile access, regardless of whether you get only one or many

credentials. Currently there are two types of contract for purchasing subscription user licenses:

Pre-paid subscription user licenses

Activation based subscription user licenses

5.1.1 Pre-paid subscription user licenses

You purchase a set of subscription user licenses which is then consumed as you activate users. Inventory and usage

data displayed in the portal and your subscription contract will automatically be renewed at the end of the term.

HID offers two tiers of product subscriptions, Essentials and Enterprise, the differences between these subscription

tiers are detailed in the Readers and Credentials How to Order Guide (PLT-02630). Additionally, end user organizations

have the option of a one-year or three-year subscription term.

Essentials 1 year MID-SUB-T050 Enterprise 1 year MID-SUB-T100

Essentials 1 year add on users MID-SUB-T050-ADD Enterprise 1 year add on users MID-SUB-T100-ADD

Essentials 3 year MID-SUB-T053 Enterprise 3 year MID-SUB-T103

Essentials 3 year add MID-SUB-T053-ADD Enterprise 3 year add MID-SUB-T103-ADD

5.1.2 Activation based subscription user licenses

If you purchase activation-based subscription user licenses, you will be charged in-arrears for the number of active users

in a month. There are two types of activation-based subscriptions:

MID-ACT-T100: App enabled activation-based subscription using the HID App (charged monthly).

MID-ACT-T200: Wallet enabled activation-based subscription (charged monthly).

There is also FEE-AAPL-01, a fee that gets added if you are using Apple wallet (yearly fee, charged monthly).

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5.2 How do I change my Subscription model?

5.2.1 Activation based subscription to a pre-paid subscription model

Simply place an order for a pre-paid subscription. The new subscription model will take effect after the end of the term

(end of month).

5.2.2 Pre-paid to an activation based subscription model

When the contract for the activation based subscription is placed, the portal displays the following notification:

You have conflicting contract(s) your oldest contract will take precedence, please review your active

subscriptions in the administration dashboard

Your new contract will be available as soon as the existing contract expires or is terminated.

5.2.3 Upgrade an existing pre-paid subscription

If you wish to upgrade a pre-paid subscription from a MID-SUB-T050 to a MID-SUB-T100, then place an order for

MID-SUB-T100-UPG, and you will be transitioned to the higher tier.

If you wish to upgrade a pre-paid subscription from a MID-SUB-T053 to a MID-SUB-T103, then place an order for

MID-SUB-T103-UPG, and you will be transitioned to the higher.

5.2.4 Multiple channel partners

If you have multiple channel partners and wish to upgrade, you can place an order with multiple or one channel partner

for a MID-SUB-T10x-UPG. If the order is placed for only one channel partner, the portal displays the following notification:

You have conflicting contract(s) your oldest contract will take precedence, please review your active

subscriptions in the administration dashboard

You need to reach out to your channel partner to terminate the existing contract or upgrade this contract as well.

5.3 What subscription contract renewal notifications are communicated?

Subscription contract renewal notifications are delivered to the following:

Channel Partner (Contact Manager): notifications start 90 days before the renewal date:

Automatic renewal: monthly notifications

Manual renewal: monthly notifications

End Customer and HID Renewal Team: notifications start 60 days before the renewal date:

Automatic renewal: monthly notifications

Manual renewal: weekly notifications

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5.4 What happens if my subscription contract is on manual renewal and I do not

place a renewal order before my subscription expires?

Your service will at first be limited so that you can no longer add users or issue new mobile IDs, although your already

issued mobile IDs will continue to be active. This will last for a maximum of 30 days, after which your service will become

Suspended, which means that all your mobile IDs will be temporarily disabled and can no longer be used to open doors.

Within 60 days, your service will be Terminated, which means that all mobile IDs are permanently revoked and all

information about your account, including information about users and their devices, is deleted.

Note:

There may be slight deviations from the above quoted time periods while pending activation of the next service

state.

If the error, Your account is pending service limitation is display, this usually means that the subscription has

expired and was not renewed on time.

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Section 06

HID Mobile IDs

6.1 What are Mobile IDs?

Mobile IDs are the virtual credentials that are stored on the mobile device and issued or revoked via the HID Mobile

Access® portal. Mobile IDs are not included in device backups. If a user switches devices or uninstalls the application, a

new Mobile ID must be issued.

6.2 How can I buy additional Mobile IDs?

To purchase additional Mobile IDs, contact your access control integrator or the vendor where you purchased HID

Mobile Access.

Look up the HID part number to speed up the process. The HID part number can be obtained in the portal by hovering

over the corporate badge on the main screen or by clicking the [ ] icon below the badge to access the Mobile ID

Specification information.

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6.3 Is a Mobile ID more secure than a physical card credential?

A Mobile ID is more secure if the device is used with a passcode.

If a staff member loses a physical credential, it can be used by anyone. If a staff member loses a mobile device, the

passcode protects the Mobile ID. As with a physical credential, you can revoke a Mobile ID in the Access Control System.

Additionally, through the Portal, you can delete the Mobile ID on the mobile device itself as long as the mobile device still

has coverage.

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6.4 How many Mobile IDs can be issued to a device?

The following number of Mobile IDs can be issued to a device:

Up to five devices to each user profile. You do not have to wait for a current device to be deleted if the five-device limit

has not been reached.

Up to ten Mobile IDs per device.

One Mobile ID with a specific MOB Key reference, for example, you cannot provide two Mobile ID(s) for the same site

to a device.

Note: Mobile IDs are unique to each device, therefore they cannot be copied, transferred, re-issued, or re-used. If a

user switches devices a new Mobile ID must be issued.

6.5 Can the Mobile ID be transferred to a new device?

For security purposes Mobile IDs are unique to each device and therefore cannot be copied, transferred, re-issued or

re-used on another device. If a user buys a new device, you must send a new invitation email to download the HID Mobile

Access app and issue another Mobile ID.

Note: You must also update the Mobile IDs in the Access Control System.

6.6 Can one user's Mobile ID be accessed from multiple devices?

For security purposes each Mobile ID is unique to a device. It is possible to assign up to five devices per user with new

Mobile IDs if the organization allows it.

6.7 What if I factory-reset my device, or uninstall the Mobile Access App

This process deletes the Mobile ID from the device. For security purposes a Mobile ID cannot be reused. You must have

the user download the HID Mobile Access app, send a new invitation email, and issue another Mobile ID.

Note: You must also replace the Mobile IDs in the Access Control System.

6.8 Can Mobile IDs be utilized beyond access control in the future?

A number of services, such as secure print release or a purchase at a vending machine, are possible if the machine

includes an embedded Seos® mobile-enabled reader. Today, most machines support NFC but not BLE.

6.9 If a Mobile ID has been disabled, does this free up a Mobile ID that I can then

use for another phone?

No, it does not free up a Mobile ID. A Mobile ID cannot be transferred and/or used on another device.

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Section 07

HID Mobile Access App

7.1 Which mobile devices and operating systems are supported?

Mobile Access compatible devices are added on a continual basis as demand warrants. There may be regional

differences in device interoperability, as operating system versions are released at different times in each region.

For the list of mobile devices that are compatible with the latest version of the HID Reader Manager App, visit:

https://www.hidglobal.com/mobile-access-compatible-devices

HID Mobile Access App version information and device operating system compatibility can be found on the App Store

(HID Mobile Access App for iOS) or Play Store (HID Mobile Access App for Android).

7.2 Where can users download the HID Mobile Access App?

The HID Mobile Access® App can be downloaded from either the App Store (iOS) or Play Store (Android), depending on

the device’s operating system.

However, it is recommended that the end user waits for the invitation email from the Mobile Access portal before

downloading, as this contains links to the correct download area, including the registration code necessary for setting up

the app.

7.3 How do I open a door using HID Mobile Access?

HID continuously works to secure support for new releases of Android and iOS operating systems. Make sure to use a

mobile device supporting HID Mobile Access, listed at: HID Mobile Access - Compatible Devices.

The door opening experience is slightly different, depending on the reader type, or if using BLE or the NFC option. For

information on HID Mobile Access and door opening using the HID Mobile Access App, view the training videos hosted

by the HID Academy.

7.3.1 Using HID Mobile Access with BLE on iPhone or Android devices

1. The following mobile device settings and Mobile Access App settings are recommended:

The Bluetooth option is enabled.

The Location option is set to Always. This will assist with optimal performance relating to readers

communicating with the App. HID does not track location.

The Background App Refresh option is enabled.

The Location Services option is enabled (not mandatory for all OS).

Note: If a device option is required for Mobile Access, a notification message is displayed.

2. Launch the HID Mobile Access App.

3. Hold the device close to the reader. You will feel the device vibrate and the reader LED will change color/state

(default is green).

Some doors or garage barriers may have been configured for Twist and Go. On approaching the doors, within approx. six

feet (two meters) of the reader, twist the device briefly 90° to the right and left as if turning a doorknob. If successful, the

device will vibrate, and the reader LED will change color/state (default is green).

Doors can also be opened with a widget, either from a mobile device or a wearable device (iOS or Android). When the

HID Mobile Access App is downloaded from the app store the HID Mobile Access widget can be accessed from the

widget menu. Tap the widget to open the door from around six feet (two meters) from the reader.

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7.3.2 Using HID Mobile Access with NFC on an Android device

1. On the mobile device make sure Location Services is set to On and NFC is set to On. For Mobile Access (device

Settings menu) make sure Allow all the time is enabled for Location Access.

2. Launch the HID Mobile Access App.

3. Tap the device to the reader or lock, to open the door. You will feel the device vibrate and the reader LED will

change color/state.

Note: NFC uses a short read-range and therefore you may need to experiment to find where in your mobile device

the NFC chip is located – this is the best place to tap. HID recommends the use of NFC for Tap openings with

supported Android devices, due to its high performance.

7.4 Does HID Mobile Access work without network coverage?

Once the HID Mobile Access App is installed and the Mobile ID has been issued, network coverage (for example, Wi-Fi or

cellular) is not necessary. Mobile Access can also be used in areas such as garages or rooms underground.

7.5 Does HID Mobile Access work without a battery?

If the battery is fully drained or the mobile device is switched off, HID Mobile Access will no longer be available.

Therefore, we recommend charging the mobile device regularly or keeping an access card or fob as a backup.

7.6 What impact does HID Mobile Access have on battery life?

The mobile device and reader communicate with each other using either the BLE or NFC communication standard. Both

standards have been designed with extremely low battery consumption in mind. There should not be any noticeable

impact on battery life, especially compared to other popular applications that are constantly synchronizing.

7.7 Should the user regularly update their mobile device to the latest operating

system?

HID Global recommends that you verify that the latest device OS is supported with the site administrator before

upgrading the mobile device. A software update should not affect the installed HID Mobile Access App or Mobile ID, if

the device is not reset to factory defaults. After updating the mobile device software it is important to check that the

Mobile ID is still valid and visible in the HID Mobile Access App.

7.8 Should the user regularly update their mobile device to the latest HID Mobile

Access App?

HID Global recommends that you always update to the latest available Mobile Access App to ensure optimal

performance and security.

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7.9 What is the average data usage by the HID Mobile app?

The following tables provide data consumption figures for Mobile Access App settings on iOS and Android mobile

devices. The figures are based on issuing one mobile credential plus ten unlock attempts in a day.

7.9.1 iOS mobile devices

Mobile Access setting Data consumption

App is in foreground 372 KB

Device is unlocked 421 KB

Always 450 KB

7.9.2 Android mobile devices

Mobile Access setting Data consumption

App is in foreground 183 KB

Device is unlocked 177 KB

Always 181 KB

7.10 Does the app collect private data?

To offer the service and provide technical support we collect information, such as:

Email address

Mobile device model and OS version

Mobile device push identifier

Application identifier

Reader interaction and error logs

Details of what data we collect are listed in the Privacy Policy users accept during the app installation process or can be

found in the HID® Mobile Access® Application Privacy Notice.

7.11 How secure are HID Mobile Access credentials on devices that have been

jailbroken or rooted?

The HID Origo SDK can detect RASP (Runtime Application Self Protection) and respond accordingly to identified threats.

The Mobile Access App can still be used if a root or jailbreak is detected on a device, but this information is reported to

the portal. An Organization admin can take necessary actions, such as deleting or revoking credentials.

SEOS credential data is stored in an encrypted file system in the application's sandbox environment. This encryption

ensures that even on a rooted or jailbroken device, the credential data remains secure and inaccessible to unauthorized

users.

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Section 08

HID Mobile-enabled readers

8.1 Why doesn't the reader recognize my mobile device?

To initially troubleshoot mobile device/reader connection, confirm the following:

The Mobile Access® Portal includes the user with the correct device.

The HID Mobile Access App is installed correctly, and a valid Mobile ID is visible in the device screen.

The Mobile ID has been entered as a credential in the Access Control System.

The HID reader is a mobile-enabled reader that supports BLE and/or NFC.

If you are using Bluetooth readers check the following recommended device and Mobile Access App settings:

The Bluetooth option is enabled.

The Location option is set to Always (assists with optimal performance of readers communicating with the App).

The Background App Refresh option is enabled.

The Location Services option is enabled (not mandatory for all OS).

If you are using NFC readers, ensure:

You have a supported Android device, and NFC has been enabled on the device.

Location Services is enabled on the device.

The HID reader works with a traditional access credential.

If you still experience issues, consult your access control vendor for support. Please note the color of the reader LED and

reader part number, as this may provide further insight into the issue.

8.2 Why do I get vibration or sound from the device before the reader LED shows

green?

This means that the device has successfully communicated with the HID reader and started the transaction. We refer to

this feature as “active feedback”.

8.3 What happens when Twist and Go is used and there are multiple readers in

range of the mobile device?

The device will communicate with the reader with the strongest signal.

If multiple readers are visible in the HID Mobile Access App Nearby Readers list, readers are displayed and

communicated with in order, from left to right, based on whether they are tagged as favorite/non-favorite as well as the

reader signal strength (relative distance to the reader). Therefore, from left to right:

1. The first reader displayed (from the left) is the reader tagged as favorite that is closest to you, next,

2. Additional readers tagged as favorite, based on signal strength, then lastly,

3. Readers that are not tagged as favorite, based on signal strength.

8.4 Why is the door opening experience slower with mobile than with a physical

card?

The transaction time to validate a Mobile ID compared to a regular card is still slightly longer. However, the users can

start the transaction further away from the reader and therefore the overall user experience is not perceived to be slower.

Over time the transaction time will be optimized even further.

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8.5 How does the user know when to Tap vs. Twist and Go?

Currently, users will not be able to visually recognize which mode the reader has been set to. However, a "Twist and Go

not supported" message is displayed when the reader is not enabled for Twist and Go. It is recommended that you

proactively communicate or provide information to the users on access door configurations. Suggested options include:

Configure a blue LED by default on readers where is enabled.

Place a sticker on the reader.

8.6 Can you have both Tap and Twist and Go enabled at the same time?

Yes.

8.7 Is the power consumption and wiring different to standard readers?

A mobile-enabled iCLASS SE reader consumes slightly more power than a non-mobile iCLASS SE reader.

Specifically with a mobile-enabled iCLASS SE reader, there is an added 17mA nominal current and 37mA peak current,

compared to nominal and peak currents of non-mobile iCLASS SE readers.

Note: There are no wiring changes required to the reader to support HID Mobile Access.

8.8 Can I control the reading range?

Mobile Access compatible readers are shipped with a short reading distance to allow Tap as default. However, if you

have a case where a longer read range is required then your installer can adjust the read range settings in the reader

using the HID® Reader Manager™ App. You can then use Twist and Go to open the door or barrier.

Note: Device models can behave differently, therefore you should test the reader/mobile device connection, at the

time of installation, with the devices most commonly used within your company.

If you are using NFC as the communications standard between mobile device and reader, the long read-range option

with Twist and Go and wearables/widget is not available.

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8.9 What are possible starting dBm values for BLE reader locations?

The reader opening range values for Tap, Enhanced Tap, Twist and Go, and App Specific can be adjusted using the HID®

Reader Manager™ App. For most doors (office environment) you want an operating distance of 0 to 4 inches (0 to 10 cm)

for Tap/Enhanced Tap and 1 to 10 ft (0.3 to 3 m) with Twist and Go. Usually, you will want less for small areas where

multiple readers may exist. This will deviate between different mobile devices, and you will need to test and fine tune the

settings for the site.

The tables below provide a starting point for various common locations:

SE readers

Location Tap Twist and Go

Office environment -48 dBm -67 dBm

Elevators -40 dBm -57 dBm

Outdoor entrances -48 dBm -67 dBm

Garage (user inside vehicle) -53 dBm -74 dBm

HID Signo readers

Location Tap Twist and Go Enhanced Tap (iOS)

Enhanced Tap (Android)

Office environment -45 dBm -74 dBm -30 dBm -45 dBm

1. iOS Background and iOS Foreground.

The default setting for App Specific (for example, widget opening from a wearable such as a smartwatch) is -74 dBm and

a minimum of -40 dBm (disabled).

8.10 What is Enhanced Tap door opening mode?

Enhanced Tap is a door opening mode that can be configured for HID Signo readers. Similar to standard Tap, Enhanced

Tap is typically used for most office environment doors where the mobile device is used in close proximity to the reader

(approximately, 0 to 4 inches, 0 to 10 centimeters).

As opposed to standard Tap, where your mobile device attempts to connect to the reader, the Enhanced Tap opening

mode operates with the reader attempting to connect to the mobile device. This allows the Enhanced Tap operation

mode to achieve faster opening times.

For detailed information on how to configure HID Signo readers with the HID Reader Manager App to enable the

Enhanced Tap opening mode, and adjust reader read ranges, refer to the following:

HID Reader Manager App User Guide (Android), (PLT-03858)

HID Reader Manager App User Guide (iOS), (PLT-03683)

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Section 09

Automated onboarding

9.1 How do I submit a self onboarding request?

1. Access the HID Origo Management Portal.

2. Click CREATE ACCOUNT.

3. In the Tell us about yourself dialog all fields must be completed. Enter your Email address, First name and Last

name. Select your phone region from the drop-down menu and enter your Phone Number.

4. When complete, click Next.

5. In the About your organization dialog enter your Organization name and Address details.

Note: Required fields are indicated.

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6. When complete, click SUBMIT.

A notification message is displayed to confirm that your request has been received and that an acknowledgment

email will be sent to the provided email address.

9.2 What is automated onboarding?

Automated onboarding is an online self-registration process where customers can setup up an account for the HID

Mobile Access® Portal.

Automated onboarding provides instant onboarding for new customers. It also simplifies the ordering process via the

introduction of new static part numbers. Ordering information and part numbers for Mobile Access can be found in the

Readers and Credentials How to Order Guide (PLT-02630), available from: https://www.hidglobal.com/documents.

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9.3 How long does the automated onboarding process take?

The automated onboarding process is extremely efficient and should only take a few minutes.

9.4 Can I change the Organization name after onboarding?

Yes. Once the Organization is in the Pending Account Setup state or later, the Organization name can be changed.

Note: The Pending Account Setup state denotes that Organization, along with the users, have been fully created

and only the user email verification is pending.

9.5 Can I start using the Mobile Access service right after the onboarding process?

While you can start exploring the portal features and add users, to use the actual physical access functionality, you will

need to place an order for Mobile IDs and readers (if you do not already have mobile enabled readers).

Note: New customers have the option to try the HID Mobile Access solution, free of charge, through a Trial

Subscription when they log into the HID Origo Management Portal for the first time, see Can I try Mobile

Access free of charge?

9.6 Why am I asked for HID Elite Program in Step 1 of the onboarding process?

If you are already a member of the iCLASS Elite® (ICE) program, then the request for account creation needs to follow a

different path specifically designed for our Elite customers.

Contact a Regional Sales Representative via: https://www.hidglobal.com/contact.

9.7 Does automated onboarding include ordering Readers and Mobile IDs

No. The process is designed only for onboarding end users into the HID Origo Management Portal.

9.8 What is needed to place the order?

The information provided in the last step of the automated onboarding process is important to place the commercial

order for Mobile IDs, readers, and subscription user licenses. Any HID partner can place the order with the following

information:

Organization ID

Organization name

Mobile Keyset

Format information (if required)

HID Part Numbers

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9.9 What is an organization ID?

An Organization ID is a reference number for a unique account within the HID Origo Management Portal. It is assigned at

the conclusion of account registration. The correct Organization ID must be supplied when ordering Mobile IDs and

subscription user licenses.

To access the Organization ID:

1. On the Dashboard, click the options icon [ ] and select Organization Administration.

2. On the Administration Dashboard, the Organization ID is displayed in the Organization Summary section.

9.10 What is a Mobile Keyset?

A Mobile Keyset is a reference number for a set of cryptographic keys loaded into a reader. Mobile IDs, Mobile Key

Cards, and admin cards will securely authenticate only with readers programmed with matching keysets.

9.11 How can I find my organization ID and Mobile Keyset?

This information is shown at step four of the automated onboarding process. In the Mobile Access portal, the information

is displayed in the Organization Summary section. The information is also sent to the email address of the Customer

Administrator as entered at the time of onboarding.

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Section 10

Legacy support

10.1 Are legacy parts being discontinued?

No. You can continue to order Mobile IDs and Reader Admin Cards using the custom part numbers that were previously

provided to you.

10.2 Are Mobile Admin cards still supported?

Mobile Admin cards are no longer utilized as the HID BLE Configuration App has been discontinued. Readers are now

configured using the HID Reader Manager App, with Reader Authentication performed within the HID Reader Manager

Portal.

10.3 If I use the automated onboarding process, am I obliged to place an order?

Will my organization ID and Mobile Keyset be reserved forever even though I am

not ordering?

HID currently has no such restriction, however we reserve the right to change this policy at any time.

10.4 What formats are allowed when booking an order for a MOBILE-ID?

All current formats will continue to be supported, with the exception of Indala.

Note: Any format that can be ordered on a Physical Seos credential can be used for Mobile IDs.

10.5 Can I use new part numbers to order for a legacy customer?

Yes. Just use it together with the Organization ID and Mobile Keyset information of the legacy customer (this information

can be found in the portal).

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Section 11

Security

11.1 What happens if I lose my device?

The mobile operating system protects data on the device if you have enabled the device passcode. It is important that

lost devices are reported to you, as the Portal Administrator, so that you can revoke the Mobile ID and remove access

rights for the Mobile ID in the Access Control System. We recommend setting up an internal process for reporting lost

devices.

11.2 What is the security level on the mobile device?

There are multiple layers of security on the mobile device, both Android and iOS, which continuously update and evolve.

The app runs in a dedicated Sandbox with sole access and ownership of its data. The encrypted Mobile ID is stored in a

keychain vault within the Sandbox. The vault that protects the Mobile ID is tied with the unique key chain ID for that

particular device.

In addition to the security of the mobile OS, Seos® signs and encrypts all Mobile IDs using AES and uniquely binds the

Mobile IDs to the specific device. The HID Mobile Access App offers an optional setting to ensure the passcode is

entered before activating the Mobile ID.

11.3 How is security maintained?

As part of the service, HID Global will continuously evolve the security standards and adapt them to the latest capabilities

offered in the operating systems. Therefore the HID Mobile Access® App should be updated when prompted. For more

information on mobile device software update, see Should the user regularly update their mobile device to the latest

operating system?

11.4 When someone downloads the HID Mobile Access App, can they automatically

use it?

No, the user needs a valid registration code to register the app. This code can only be issued from the portal, preferably

to a secure corporate email address. Only after the registration code has been successfully authenticated can the device

be issued a Mobile ID. The HID Mobile Access App will not work in your facility until the Mobile ID has been entered in

the Access Control System.

Note: HID Global recommends not using insecure email addresses, such as “free mail” account to send registration

codes.

11.5 What should I do before re-issuing a device to another user?

We recommend wiping the mobile device (to scrub its stored data) before re-issue to another user or retiring/recycling

the device.

11.6 How do you protect the privacy of the information I provide?

All customer sensitive data is managed according to HID® Global Privacy Notice:

https://www.hidglobal.com/about/privacy

To access Mobile Access specific product privacy notices, select the Product Privacy Notices option on the HID Global

Privacy Notice page.

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11.7 What if I want to associate an existing Mobile Keyset to a newly created Org?

It is possible to associate an existing Mobile Keyset to a newly created organization with correct end user approvals. For

an account created by the automated onboarding process, a system generated Mobile Keyset will be issued which can

then be changed via an explicit request to HID Customer Service.

11.8 Can the end user restrict which partners can order Readers and Mobile IDs

with their Mobile Keyset or ICE?

HID Elite™ customers can restrict by authorizing certain partners to use the ICE reference when ordering. Non-elite

customers with Mobile Keyset references cannot exercise this restriction on the partners.

11.9 What happens if there is no Mobile Keyset for a given end user?

This is mandatory information which every account must have. If for some reason you are missing this information,

please contact HID Customer Service.

11.10 Does HID Global perform penetration testing of your Mobile Access solution?

Yes, HID Global continuously perform penetration tests of our Mobile Access solution and we are able to share

summaries of those tests under an NDA.

11.11 Is there a defined Information Security role within HID Global?

Yes, HID Global has a CISO (Chief Information Security Officer) that reports to the VP of IT.

11.12 Is education / training given to provide HID Global staff with an awareness of

information security?

Yes, security awareness training is mandatory for all ASSA ABLOY staff. The training covers a number of topics, including

but not limited to: Social Engineering, Email and Messaging, Browsing, Social Networks, Mobile Device Security,

Passwords, Data Security, Wi-Fi Security, Working Remotely, Physical Security, Personally Identifiable Information, Cloud,

Privacy.

11.13 Where does HID Global store and process End Customer data?

End Customer data is hosted and processed in HID Global facilities, a secure ViaWest data center and Virtual Private

Cloud instances hosted on Amazon Web Services. The HID Global and ViaWest data centers are fully secured and only

authorized HID personnel have access. All services are hosted in the United States.

11.14 How does HID Global monitor your network for unauthorized devices?

HID Global continuously monitors the network for unauthorized devices and implements controls, such as device

hostscan for the Cisco VPN, to ensure only authorized devices are granted access to the network.

11.15 Is HID Mobile Access GDPR compliant?

Yes, HID is GDPR (General Data Protection Regulation) compliant, including EU-U.S. Privacy Shield Framework and

Swiss-U.S. Privacy Shield Framework(s).

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Revision history

Date Description Revision

July 2024

Section 4.7. Added new frequently asked questions and answers relating to the Trial Subscription

feature.

Section 7.11. Added a new section related to the security of credentials on jailbroken or rooted

devices.

C.2

April 2024 Section 4.35. Added a new section for managing Mobile Access App features in the Portal. C.1

August 2023 Sections 5.2.3 Upgrade an existing pre-paid subscription and Section 5.2.4 Multiple channel partners.

Added information for upgrading from a MID-SUB-T053 to a MID-SUB-T103 subscription.

C.0

August 2023 Section 4.14 How can I find out which users are inactive? Added a note regarding the use of quick and

advanced searches.

B.9

April 2023

Section 4.7 Can I try Mobile Access free of charge? Updated the Portal screenshots for the Trial

Subscription feature.

Section 5: New section added related to HID Mobile Identities Subscriptions.

B.8

March 2023 Section 4.7 Can I try Mobile Access free of charge? Updated the number of licenses included in a Trial

Subscription (from 20 to 100).

B.7

March 2022 Section 6.10 Does the app collect private data? Updated section to remove information related to "GPS

position and Location data".

B.6

February 2022

Section 3.6: How do I onboard for the Mobile Access service. Updated section content and

onboarding url.

Section 4.4: How can I reset my HID password. Added a note regarding email notifications sent for

modified account password and/or modified authentication factor.

Section 4.8: How do I redeem an invitation code using a QR Code. New section added.

Section 4.19: How do I configure an invitation link. Added sub-sections for removing the invitation

code from the invitation email and configuring the invitation email distribution.

Section 7.10: What is Enhanced Tap door opening mode. New section added.

B.5

October 2021

Section 4.27: How are MIDs replenished? New section added.

Section 6.10. Update to section text.

B.4

July 2021

Section 1.1. Updates to section text.

Section 3.5. Added HID Signo readers to the "Supported readers" entry in the table.

Section 3.8. Added links to product support terms and HID Origo Service Status.

Section 4.1. Expanded definition of "jail-broken" mobile devices.

Section 4.3. Expanded definition of roles and role functions for the HID Origo Portal.

Section 4.6. New question and answer section added.

Section 4.7. Updates to section text and "Mobile Identities" screenshot.

Section 4.10. Updated the "Mobile Identities" screenshot.

Section 4.12. Added Readers and Credentials How to Order Guide reference.

Section 4.24. Updated section text to define "Obsolete" MIDs.

Section 4.28 and 4.29. New question and answer section added.

Section 4, 5, and 9. Removed sections related to the legacy SIS portal.

Section 9.3 and 9.4. Added Readers and Credentials How to Order Guide reference.

B.3

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Date Description Revision

April 2021

Removed the following:

Section 4.12: I am using all my purchased user licenses, how do I free up user licenses?

Section 8.12: Which new simplified part numbers are introduced as part of the improved ordering

process?

Section 8.13: What is the validity period of the temporary Mobile ID?

Section 4.30 Certificate-based Authentication. New section added.

B.2

March 2021

Section 2.8 Does HID Global comply with ISO27001? Updated compliance information.

Section 4.14 How do I enable the Site field and Phone Number field in the Portal? New section added.

B.1

November 2020 Section 4.8 How do I configure the time zone setting in the Portal. New section added. B.0

October 2020

Section 4.26 How do I activate auto-replenishment. New section added.

Section 4.27 How do I activate Delegated Authorization functionality. New section added.

Section 4.28 What role does a Service Provider have for Delegated Authorization. New section

added.

Section 6.6 What impact does HID Mobile Access have on battery life. Answer text updated.

Section 8.1 How do I submit a self onboarding request. New section added.

A.9

July 2020

Section 4.6 Can I try Mobile Access free of charge? New question added.

Section 5.1 What are Mobile IDs? Updated description.

Updates to a number of sections with additional screenshots added.

A.8

April 2020 Section 3.15 How do I configure a custom mail server? New section added. A.7

October 2019

Section 3.21 Deleting credentials issued to the same device/phone from different Mobile Access

Portals? New section added.

Section 3.22 How do I enable Enterprise Policy Enforcement? New section added.

A.6

September 2019 Section 3.17 How do I manage obsolete or duplicate Mobile IDs? New question and answer section

added.

A.5

August 2019 Section 3.11 How do I assign a photo image to an individual enrolled user? New question and answer

added.

A.4

May 2019

Section 4.12 How do I configure an invitation link? New question and answer added.

Section 4.14 Why can’t I delete users? New question and answer added.

Section 6.11 Why do I get a HCE Error Code 101 when I try to open a door with HID Mobile Access on

my Android device? New question and answer added.

A.3

April 2019

Minor updates throughout document.

Combined questions in previous Section 8: Security and Section 11: Privacy and security into Section

10: Security.

A.2

February 2018

Updated all sections with additional FAQs.

Updated the included Mobile Access Portal screenshots.

A.1

October 2014 Initial release. A.0

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For technical support, please visit: https://support.hidglobal.com

PLT-02085, Rev. C.2

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