Question about transferring FortiToken Mobile license to new FortiGate (time)

[philbud]

Hi everyone,

Our office will be moving to a new location in a few weeks, and we recently purchased a new FortiGate. We need to transfer the FortiToken Mobile token license from our old FortiGate to the new one (the license was purchased about two years ago).

I understand that I’ll need to open a support case with Fortinet to request a new license code. However, what I’d like to know is how long it typically takes for Fortinet to issue the new license once the case is opened.

Specifically, since we’re moving on a Friday night, if I open the case at that time, is there any chance I’d receive the license code later that night? Our management team wants to ensure that users can connect to the VPN with 2FA by Monday morning.

I already reached out to Fortinet directly, but I haven’t received a clear timeframe. If anyone has gone through this process recently, I’d really appreciate it if you could share your experience.

Thanks in advance!

[ozkanaltas]

Hello @philbud ,

I did that operation two times. 

Generally, they give the activation key in a few hours. But this is related to customer service workload. I think if you create a cs ticket early morning on Friday, they can send a new registration key on the same day.

After that, you can activate this key on the new FortiGate box, and you can send activation keys for new tokens to your users.

[philbud]

Thanks @ozkanaltas ,

If i open the cs ticket early that friday will that impact the fortoken mobile on the ''old'' fortigate because people will be connecting on that fortigate that friday and will need to use the fortitoken mobile?

Thanks again

[ozkanaltas]

Hello @philbud ,

According to Fortinet employees, the tokens on the old device should stop working after the transfer.

However, in my experience, the tokens on the old device continued to work for a while. (I can't recall how long they continued to work, as this process was so long ago.)

[Toshi_Esumi]

I wouldn't bet on the token working after the license was transfered away to another device. Instead I would make sure the users are able to re-activate a token with the new FGT in the morning.

Based on what I'm doing right now for more than dozens of VDOM customers migrations, who use a bunch of tokens each with separate licenses, to a new FGT platform, you need to be aware of below:
1) the FTM token licenses purchased after August 4, 2025, are not transferable. However, the licenses purchased before the date can still be transferred to another device.
https://docs.fortinet.com/document/fortitoken/latest/frequently-asked-questions/442823/fortitoken-mo...

2) CS team might not initiate the transfer spontaneously at the time you specified. They would ask you to call in whenever you need it to happen once they finished the confirmation process through your master account email address unless you created the ticket with the master account user.
I always call in when a VDOM migration maintenance is complete. The rep might tell you "It'll be finished in 5-10 min." But one time, the rep took 25 min to transfer 4 licenses when I keep checking the licenses on the new device at the asset page, and at that time you'll get ticket update email with "it's done".

3) The license activation key/code pdf file would be provided with the ticket update once it's complete. However, the key/code would never change before and after the transfer. We keep using the original key/code when we purchased it years ago for re-activation of license whenever we need to do that whatever the cause is.

4) After the transfer, you still need to activate the license at the new FGT, then initiate individual user's token activation process (we use email), by assigning one of them to one user then the FGT sends out email. The user need to remove the old token at the app and activate the new one with the QR code in the email in the morning.

Toshi