New or Lost Phone? How to Re-Invite or Revoke a Mobile Credential in HID Mobile Access

What you need

• A login to the HID Origo Management Portal as an Enterprise or End User Administrator for your site. The portal address is portal.origo.hidglobal.com. Your username is the email address on the account.
• The user's name and email address as enrolled.
• Access to your access control system, so you can update or remove the person's credential there.
• The user, with their new phone and a good cell signal, for a new-phone setup.

If you don't know who holds the portal login, stop and call us before you try anything else.

If you can't log in to the portal

• Multi-factor authentication: enter your username and password, choose how to get your code (SMS is the default), and enter it. HID says you get three resends and eight tries at a code before the account is locked. If it locks, try the email option for the code, or reset your password.
• Password reset: on the login page enter your username, click Forgot Password?, then click SUBMIT. Check your email for the HID Origo Mobile Identities Portal Account temporary password message, and check spam or junk if you don't see it.

New phone: send a new invitation

1. Log in to the portal and open Mobile Identities.
2. In the Users section, find the person. If they were enrolled before, they're already on the list.
3. To send a new invitation and issue a Mobile ID, highlight the user, choose "Send invitation and issue Mobile ID at once" from the drop-down menu, and click APPLY.
4. The user gets an email with a link to download the HID Mobile Access app and an invitation code. Their status shows Invitation Active.
5. After they install the app and enter the code, the status changes to Invitation Code Redeemed.
6. If a Mobile ID wasn't reserved with the invitation, open the user with EDIT. On the Mobile User Detail screen, in the Mobile Devices section, click Issue Mobile ID. Pick a Mobile ID from the available pool or issue one in automatic sequence, then click Issue Mobile IDs.
7. Update the Mobile ID in your access control system. HID says you must do this as well. The new Mobile ID has to be added to your access control system, and the old one removed. The steps depend on your system. Call PAX and we'll help you with it.
8. Test at a door with the new phone.

A few limits from HID: each user can have up to five devices and up to ten Mobile IDs per device. Each email address can only be enrolled once, and a user can't have two Mobile IDs with the same MOB Key reference.

Old phone: revoke the old Mobile ID

If the old phone is retired, revoke its Mobile ID so it's no longer in use.

1. On the Mobile Identities screen, in the Users section, click EDIT next to the user.
2. On the Mobile User Detail screen, in the Mobile Devices section, choose Revoke Mobile ID.
3. Review the details in the confirmation window and click YES.

HID also lists Delete Device, which removes the whole device, and Delete User, which removes the user and all of their devices and Mobile IDs.

HID adds that disabling a Mobile ID doesn't free it up for another phone. A new Mobile ID is needed.

Lost phone: do two things

1. Remove or suspend the person's access rights in your access control system.
2. Revoke the Mobile ID in the portal, using the steps above.

HID says revoking isn't possible when the phone is roaming without a data connection, in flight mode or switched off, and so you should always revoke the access rights in the access control system too. While the lost phone is off, the portal step can't reach it. The access system step is what shuts the door.

If the portal says "Delivering Mobile ID" for a long time

HID says this usually happens when the user wasn't in a good cell area while the ID was being delivered. After a few retries, the server stops trying. Don't send a new invitation. HID says that changes the phone's endpoint ID, and then the ID will never deliver.

Instead, have the user:

1. Check that their phone is on HID's compatible devices list.
2. Reboot the phone.
3. Go somewhere with good cell service.
4. Open the HID Mobile app and swipe down to refresh.

HID says this resolves most cases. If it doesn't, remove the user from the portal and have them remove and reinstall the app. A new invitation code is then needed.

What the vendor guide skips

HID's FAQ covers the portal. It doesn't cover the part that goes wrong in a building.

• Two systems, two steps. The portal holds the Mobile ID. Your access control system holds the door rights. Fix one and not the other, and you've fixed half.
• Lost phone: mind the order. Revoke access rights first, then clean up the portal. The door matters more than the tidy list.
• Who owns the portal login? If it was set up by a former manager or an installer who no longer answers, you may not be able to reach the portal at all. Find out now, not on the day a phone goes missing.
• Reset the phone, reset the credential. HID says a factory reset or an app uninstall deletes the Mobile ID from the phone, so the user needs a new invitation.
• Keep a short list. Who has a mobile credential, on which phone, and who can revoke it.
• Don't send invitations to personal free-mail accounts if you can avoid it. HID recommends sending registration codes through the corporate email system.

Our guide to phone credentials versus key fobs explains how the two compare for a property manager.

If you'd rather not do it yourself

If you don't know who owns the portal login, the Mobile ID shows "Delivering" for a long time, or the access system still lists the old credential, call PAX at (855) 440-5353 or email info@paxsecurity.com. You can also reach us through https://paxsecurity.com/contact-us.

Sources

• HID Global, HID Mobile Access Frequently Asked Questions, Support Documentation for Portal Administrators (PLT-02085, Rev C.8, April 2026), sections 3.9, 4.4, 4.5, 4.17, 4.26, 4.28, 6.4, 6.5, 6.7, 6.9 and 11.1: https://doc.origo.hidglobal.com/faq/portal/HID_Mobile_Access_FAQ.pdf
• Accessed 2026-10-31 and 2026-11-02.