Technical Tip: Error 'Token does not belong to product' when provisioning token to user

Description

This article explains how to resolve the error during provisioning available tokens to users after platform migration.

Scope

FortiAuthenticator.

Solution

After platform migration all existing Tokens that are already assigned to the user mobile will not be affected but when provisioning available tokens to new users may get the below error.

While on the token page, the token status changed to 'Locked' with the comment 'token does not belong to product'.

To resolve the issue, reactivate the FortiToken Mobile license using the existing license code on the new FAC per the steps below:

1. Log in to FortiAuthenticator GUI (ensure it has a valid Internet connection).
2. Navigate to Authentication -> User Management -> FortiTokens in the left-hand menu.
3. Select 'Create New', then select FortiToken Mobile.
4. Enter the activation code revealed on this certificate and select 'OK'.
5. After receiving verification, check that all tokens are available under Authentication -> User Management -> FortiTokens.

After the license is reactivated, tokens will be available for the provision to the user.  

Note: 

The tokens were migrated without the activation code, and the same error persists. Ensure to reactivate the code after migration.

This should help resolve the issue.