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Your access to Anchorage Digital is tied to cryptographic keys held on your enrolled device, so getting back in after you lose or replace it follows a specific path. This guide covers replacing a device, recovering when you have no second device, and fixing enrollment errors.

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How device access works

Each enrolled device holds a unique key in its Secure Enclave that identifies you. That key can’t leave the device, so you can’t simply sign in on new hardware—you re-enroll the new device instead. Sensitive recovery steps are protected by quorum approval. For how the app secures your account, see Mobile app and Security.

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Replace a device or move to a new phone

Whether you’re upgrading your phone, replacing a device, or moving your user to new hardware, the path depends on whether your previous device is still available.

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If you still have your old device

1

Open the app on your old device

On the device that’s still enrolled, go to Settings and tap Replace my device to generate a QR code.
2

Scan the QR code on your new device

Install the app from the App Store on the new device, then scan the QR code from your old device to link the new one.
3

Confirm with biometrics

Follow the prompts to submit biometric approval.
Replace my device screen showing a QR code to scan on the replacement device

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If your old device is gone

If the device was marked as lost, an administrator unmarks it before you can re-enroll.
1

Ask an administrator to unmark the device as lost

An administrator removes the lost status on your account so a new device can enroll.
2

Re-enroll your new device

Install the app from the App Store, then scan the enrollment QR code provided by your administrator.
3

Await approval

Re-enrollment is quorum-approved. Once approved, your new device has access.
QR code scanner screen for enrolling a device

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Recover access with no second device

If you can’t access the organization and have no second enrolled device, use partial quorum recovery: you set up a replacement device and other members of your quorum approve the recovery.
1

Secure a replacement device

Use an iPhone or iPad with Face ID enabled. An old iPhone or an iPad works.
2

Start recovery on the replacement device

Install the app and begin recovery. With no second device, you’ll see a replace-device option.
3

Have your quorum approve

Other quorum members approve the recovery from their enrolled devices. Quorum approval is required, which is why recovery isn’t instant.

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Fix a corrupted-key error

If you see a corrupted private key error, reset the enrollment on the device and start fresh.
The reset gesture erases the enrollment on the device. You’ll need to re-enroll with a new QR code afterward, so only do this when recovering from a corrupted key.
1

Erase the enrollment

Perform the 10-tap gesture to erase the enrollment on the device.
2

Have the device marked as lost

Ask an administrator to mark the device as lost so it can be re-enrolled.
3

Re-enroll with a new QR code

Request a fresh enrollment QR code from your administrator and scan it to re-enroll. Re-enrollment is quorum-approved.
QR code scanner screen for enrolling a device

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Troubleshoot QR scanning and biometrics

If a QR code won’t scan or you see a “no usable data found” error, work through these checks:
  • Use the in-app QR scanner—tap the scanner icon in the top-right—rather than your phone’s camera app.
  • Check that the app has camera permissions in your device settings.
  • Update the app to the latest version. See Updating the app.
  • Request a fresh QR code from your administrator if the previous one expired.