Issue
In order to set up PingID on a new device for MFA, the customer must have the old and new device to transfer it over. In a situation where the customer no longer has the old device and was unable to transfer PingID they may reach for support.
Environment
US Prod
Resolution
Submit a ticket to CIE on the customer's behalf: https://publicengines.atlassian.net/servicedesk/customer/portal/6/group/10/create/76
Ensure you provide them with the user's email and contact information. The CIE team will unpair the PingID from the previous device and let you know to have the customer set it up on their new device.