Technical Tip: Unable to import trial FortiToken Mobile

[mattchow_FTNT]

Description	This article describes why trial Tokens failed to import to FortiGate, and it shows only one token all the time.
Scope	FortiOS versions prior to 7.2.12, 7.4.9, 7.6.5, 8.0.0. See the notes at the bottom of the article for later versions with fixes.
Solution	Note that HA clusters of two units that share a single license (vSN / Virtual Serial Number) are not entitled to Trial FortiTokens. Additionally, the Mobile Token license cannot be used in this situation, as it cannot be associated with the vSN.  To re-activate or import two of the trial FortiTokens mobile trial, go to User&Authentication -> FortiTokens -> Create New -> Mobile Token, and fill the 'Activation Code' field with 0000-0000-0000-0000-0000 as shown below: But if one of the two Tokens has been deleted, the activation will not be successful, and it will always show one token only. Even the FortiToken debug shows that trial Tokens are already imported successfully as shown below: diagnose debug application forticldd -1 diagnose fortitoken debug enable diagnose debug enable execute fortitoken-mobile import 0000-0000-0000-0000-0000 ftm_cfg_import_license[321]:import license 0000-0000-0000-0000-0000 ftm_cfg_import_license[325]:Free trial tokens are alreay imported Solution: Go to User&Authentication -> FortiTokens -> Select the existing token and delete that Token. Note: If the token is already configured for a user, Two-factor authentication must be disabled for that user to be able to delete that token. Select the 'Import Free Trial Tokens' option, which is available now, and then both the Tokens will be imported successfully: Note: If the error 'no valid token' is observed from the debug output, try to disable the anycast mode on FortiGuard settings and re-import the Token. To see the option 'Import free trial tokens', it is necessary to delete both tokens. For vSN / Virtual Serial Number Hardware devices running with 7.2.9/7.4.6/7.6.1, a lower-end device up to FortiGate 100F will not be able to activate Trial mobile FortiToken or Cloud Tokens where the contract is registered on its virtual SN. The issue is fixed from Fortios 7.2.12:1758, 7.4.9:2814, 7.6.5:3612, 8.0.0:0056 onward. For FortiToken Mobile, it is supported from the same versions onward, but only for FortiToken Mobiles licenses shipped after 4th of August 2025. Related articles: Technical Tip: Error: 'No valid token found' - Unable to Provision FortiTokens in HA environment Technical Tip: How to identify Licensed and Trial FortiTokens Technical Tip: Trial FortiToken Mobile in FortiGate or FortiAuthenticator HA Technical Tip: Migrating users and FortiTokens to another FortiGate/FortiAuthenticator