Guidance

HM Land Registry portal: reset security token

How Business e-services customers can reset their security token through the portal.

Your security token, also known as ‘one time password’ (OTP) token is used each time you log in to the portal. The token generates a unique number every time the button is pressed, which can only be used once. Your token should be kept and stored securely. Read more about security tokens.

Your token will become locked if:

  • the button is pressed 10 times without a token number being entered
  • a token number is entered incorrectly 5 times

Option 1: reset options

Resetting a token involves answering 2 of the 3 shared secret questions created when you first logged in, so you can’t reset a token if you haven’t completed the first-time login process.

Normally, you’ll only find out that your token is locked when you next login. If you already know that the token is locked, you can select the ‘Reset password, PIN or OTP Token’ link. See ‘reset details’.

Token locked

After you have logged in and entered a code generated by the token, if it has been locked a message will say:

“The password is invalid and your account has now been locked’.

Select ‘Reset your OTP Token’ link.

Reset login details

Enter your User ID (because tokens are linked to specific User IDs). Then select ‘Next’.

Shared secret questions

Answer 2 of the shared secret questions you created when you logged in for the first time. Then select ‘Next’.

If the shared secret questions were answered correctly, you’ll get confirmation that the token has been reset. If any questions have been answered incorrectly, you’ll need to complete them again.

Select ‘Return to login’, to login as normal.

New token number

You must now generate a new ‘Token number’.

Select ‘Login’ to validate the number. Once validation is successful, your home page will be shown and you can use any of your authorised services or logout.

Option 2: use the reset link on homepage

If you already know that the token is locked, select ‘Reset password, PIN or OTP Token’.

Enter your User ID (because tokens are linked to specific User IDs). Then select ‘Next’.

Reset OTP Token and authentication

Choose the item you want to reset, in this case the ‘One Time Password Token’. Then select ‘Next’.

Answer 2 of the shared secret questions you created when you logged in for the first time. Your answers must match the stored answers exactly. Then select ‘Next’.

Confirmation

If the shared secret questions were answered correctly, you’ll get confirmation that the token has been reset. If any questions have been answered incorrectly, you’ll need to complete them again.

Select ‘Return to login’, to login as normal.

Published 1 September 2010