My ProdataKey app credential no longer works. How do I fix this?

If your Bluetooth and/or Mobile App credential in the ProdataKey app is no longer shown in the app or no longer works, you can request the credential again in the ProdataKey app. In addition to restoring lost Bluetooth/Mobile credentials, you can also request replacement credentials if you get a new phone or if you have an expired credential invitation email. Please note, you can not request new credential access through the ProdataKey app, only the replacement of existing credentials.

The first step in recovering your Credentials is to click the 'Request replacement credentials' link underneath 'My app used to work'.

Once you click the link, the app will prompt you to enter the email address where the credentials were initially sent. This is shown in the two leftmost images below. This will request your Credentials be sent to you again. Be aware that you can only request replacement credentials a limited number of times before you will be required to contact the manager or administrator for your system. 

If you have exceeded the maximum monthly credential replacement requests, the app will display a message stating that you must contact your location management for assistance. This is shown in the third image below. If the request for replacement credentials was successful, the app will display a message directing you to check your email for the replacement credentials link. This is shown in the rightmost image below.

Once the credential replacement request is successfully processed, an email will be sent. Once you have received the email, you will need to open the email on the device where you need to replace the credential and tap/click the 'Replace' button. If the replacement credential fails to redeem through the Replace button, a manual entry code below the button can be typed into the ProdataKey App to replace the credential.

In most cases, once the credential has been reactivated in the ProdataKey App,  the screen showing the credentials will be shown.

If more than one phone had been issued credentials previously or if you were issued credentials to more than one PDK system, you will be presented with prompts to choose which Phone and/or System the credential will be replaced for. The screenshots below show the process for selecting between different phones for the replacement credential.