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Account and Credential Activation

Account Activation

Activate SAM Account

Step 1.  Click the Account Activation link provided in the email. You are redirected to SAM’s activation screen. Click Activate, and click Next.

NOTE: If you do not have the email, go to https://secureaccess.exostar.com and enter your email address in order to have it resent.

Step 2.  Enter and reenter a new password, and click Next. Review the confirmation screen, and click Next.

Step 3.  Select your four Security Questions and provide answers. Click Next.

Step 4.  Your account activation is complete: review the confirmation screen, and click Next. You are now logged into your SAM account. Launch applications from your SAM Home tab.

NOTE: Terms and Conditions may be presented the first time you access an application.


Activate Exostar Mobile ID

Step 1.  Register your credential after you log into your SAM account, go to the My Account tab. Click OTP.

Step 2.  Click Register and select Mobile ID. Click Submit.

Step 3.  Confirm your profile. Ensure your name matches the legal name as displayed on your legal documentation. Select the country where you live. If you live in the USA but do not have a social security number, select your country of citizenship. Click Next.


Activate Mobile ID without Proofing

Step 1.  Install Authy™ on your mobile device. This can be found on the app store.

Step 2.  Complete all required fields. Click Register Phone.

Step 3.  View the push notification or Authy app from your mobile device to approve or deny. If this is unsuccessful, obtain a token ID from the app. Click the X to cancel One Touch. Enter the token ID that displays in the Authy app in the Soft OTP field, and click Submit.

You successfully registered Exostar Mobile ID.


Activate Mobile ID with Proofing

Step 1.  If you completed Experian Proofing and successfully completed questions, select country and mobile phone number. Click Register Phone. If you successfully completed Webcam Proofing, log into your SAM account.

Step 2.  Click My Account, then OTP. Enter the proofing activation code provided to you by the Proofing Agent. Click Continue. Do not discard your proofing activation code until you have successfully registered your credential.

Step 3.  Install Authy™ on your mobile device. This can be found on the app store.

Step 4.  Select and complete required fields. Click Register Phone.

Step 5.  View the push notification or Authy app from your mobile device to approve or deny. If this is unsuccessful, obtain a token ID from the app. Click the X to cancel One Touch. Enter the token id that displays in the Authy app in the Soft OTP field and click Submit.

Step 6.  You receive a successful registration message. Click Complete.



Exostar Mobile ID Troubleshooting Tips

The following tips may assist you with common issues. If your issue is still not resolved after completing the recommended steps, please contact Exostar Customer Support.


Not Receiving Push Notifications when Using One Touch

If you are using the One Touch option and are not receiving push notifications to your mobile device, ensure Allow Notifications is set to “Allow” in your mobile device settings. If you have confirmed Allow Notifications is turned on, ensure all apps are closed on your device. Click One Touch to try again.


Automatic Approve/Deny Prompt Not Working

If you are not automatically prompted to Approve or Deny after clicking One Touch, you can approve or deny from the app. It can take up to 30 seconds to receive the option.

Step 1.  Go to the Authy™ app on your mobile device.

Step 2.  Click Requests (upper, left corner of app).You will see the status of Pending, Accepted and Denied requests. Click Pending.

Step 3.  If the code has not expired, click Approve Me to authenticate.

Step 4.  Click Approve or Deny.


No Code Displays in Authy™App

If the app is not generating a code, close the app and reopen it. If this does not resolve the issue, uninstall the app from your phone and reinstall it from the mobile app store. Exostar Mobile ID will not be deleted from the app when you uninstall. Upon reinstallation of the app, you will see Exostar Mobile ID for Exostar's MAG or SAM.


Public Key Error

If you receive a Public Key error in the Authy™ app, please uninstall the app from your phone and reinstall it from the mobile app store. Exostar Mobile ID will not be deleted from the app when you uninstall. Upon reinstallation of the app, you will see Exostar Mobile ID for MAG or SAM.

View your “Token” within Authy™App

The “token” for MAG or SAM Exostar Mobile ID displays within the Authy™ app. Click the token to view OTP code.


Verification Code Expired when Using One Touch

If you failed to approve or deny from your mobile device within the allotted timeframe, you can generate a new verification code using One Touch by clicking One Touch from your MAG or SAM account. The ability to automatically approve or deny displays again. However, you can always manually enter the soft Verification Code displayed within the Authy™ app into the Soft OTP field in your SAM account.


No Internet Connection

If you do not have an Internet connection, you can use the Soft OTP option to manually enter the code from your mobile device.


Credential Activation

Approving a User's Request for OTP Hardware

Step 1.  Go to https://secureaccess.exostar.com and login as a Credential Administrator.

Step 2.  Click the Credential Administration Tab.

Step 3.  Use the search filters to locate the request. You can search by User ID or Email Address. Click Search.

Step 4.  Place a check mark next to the request(s) you would like to action.

Step 5.  Select Approve Selected Requests from the drop-down menu, and click Apply. You can choose to Approve Selected Requests, Deny Selected Requests or Cancel Selected Requests. A confirmation message is displayed on screen. The user receives a confirmation email.


Denying or Canceling User’s OTP HW Token Request

Step 1.  Go to https://secureaccess.exostar.com and login as a Credential Administrator.

Step 2.  Click the Credential Administration Tab.

Step 3.  Use the search filters to locate the request. You can search by User ID or Email Address. Click Search.

Step 4.  Place a check mark next to the request(s) you would like to action.

Step 5.  Select Deny or Cancel Selected Requests from the drop-down menu and click Apply. You can choose to Approve Selected Requests, Deny Selected Requests or Cancel Selected Requests. A confirmation message is displayed on screen. The user receives a confirmation email.


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