--- title: Why my account is restricted? (Device Restriction) description: Who do I need to contact after changing devices in my device-restricted account? --- [Skip to content](https://cx.sera4.com/who-do-i-need-to-contact-after-changing-devices-in-my-device-restricted-account#main-content) - [English](https://cx.sera4.com/who-do-i-need-to-contact-after-changing-devices-in-my-device-restricted-account) - [Español - México](https://cx.sera4.com/es-mx/who-do-i-need-to-contact-after-changing-devices-in-my-device-restricted-account-in-teleporte-7) - [Português - Brasil](https://cx.sera4.com/pt-br/por-que-minha-conta-está-restrita-restrição-de-dispositivo-android) English Show submenu for translations ![Sera4 Logo\_white-2](https://cx.sera4.com/hubfs/Sera4%20Logo_white-2.svg) - [Default HubSpot Blog](https://sera4-3787649.hs-sites.com/blog) Open main navigation Close main navigation - [Default HubSpot Blog](https://sera4-3787649.hs-sites.com/blog) - - [English](https://cx.sera4.com/who-do-i-need-to-contact-after-changing-devices-in-my-device-restricted-account) - [Español - México](https://cx.sera4.com/es-mx/who-do-i-need-to-contact-after-changing-devices-in-my-device-restricted-account-in-teleporte-7) - [Português - Brasil](https://cx.sera4.com/pt-br/por-que-minha-conta-está-restrita-restrição-de-dispositivo-android) English Show submenu for translations - [Go to sera4.com](https://sera4.com/) [Go to sera4.com](https://sera4.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://cx.sera4.com/?hsLang=en) 2. [FAQ](https://cx.sera4.com/faq?hsLang=en) 3. [Mobile App](https://cx.sera4.com/faq?hsLang=en#mobile-app) # Why my account is restricted? (Device Restriction) ### How to Solve it? **Contact Your Supervisor:** - Reach out to your supervisor or Teleporte administrator promptly for the organization restricted. - Inform them about the device change and request registration for the new device in Teleporte. **Important Note:** Our support team is unable to unregister devices on your behalf. Please coordinate with your supervisor or Teleporte administrator for any device-related changes in your Teleporte account. ### How to know if I am device-restricted? 1. If there's any restriction on your account, you will see a red exclamation mark on your account tab. Click on it. ![](https://cx.sera4.com/hs-fs/hubfs/image-png-Dec-03-2024-09-31-23-9436-PM.png?width=285&height=600&name=image-png-Dec-03-2024-09-31-23-9436-PM.png) 2. Scroll until you find the organization with the red exclamation mark. Click on it. ![](https://cx.sera4.com/hs-fs/hubfs/image-png-Dec-03-2024-09-32-30-6580-PM.png?width=283&height=600&name=image-png-Dec-03-2024-09-32-30-6580-PM.png)![](https://cx.sera4.com/hs-fs/hubfs/image-png-Dec-03-2024-09-33-25-3477-PM.png?width=287&height=600&name=image-png-Dec-03-2024-09-33-25-3477-PM.png) 3. On the top of the screen, you will see the status of your device. It will be with a red exclamation mark if you are restricted. Click on it.  ![](https://cx.sera4.com/hs-fs/hubfs/image-png-Dec-03-2024-09-34-16-8639-PM.png?width=286&height=600&name=image-png-Dec-03-2024-09-34-16-8639-PM.png) 4. The app will show you a more detailed explanation. ![](https://cx.sera4.com/hs-fs/hubfs/image-png-Dec-03-2024-09-35-11-8336-PM.png?width=284&height=600&name=image-png-Dec-03-2024-09-35-11-8336-PM.png) ### **Understanding Device Restriction** Device Restriction is a feature designed to enhance the security of your Teleporte account. It means that your access to the Teleporte app is limited to a single registered mobile device. This ensures that your account and digital keys cannot be accessed from unauthorized devices, even if someone else has your login credentials. ### Why am I device-restricted? To protect the integrity of your operations and prevent unauthorized access to sensitive locations, your account is tied to a specific mobile device. This measure helps ensure: - **Security:** Only you, using your registered device, can access your digital keys. - **Account Protection:** Reduces the risk of unauthorized logins, even if your credentials are compromised. ### **What Happens If I Need a New Device?** If you need to log in from a different device—for example, if you’ve replaced your phone or are temporarily using another one—you’ll need to **contact your supervisor or Teleporte administrator**. They are the only ones who can remove the restriction on your account, allowing you to access your keys again.   - [Onboarding](https://cx.sera4.com/onboarding?hsLang=en#main-content) - [Intro to Teleporte](https://cx.sera4.com/onboarding?hsLang=en#intro-to-teleporte) - [Intro for Users](https://cx.sera4.com/onboarding?hsLang=en#intro-for-users) - [Intro for Administrators](https://cx.sera4.com/onboarding?hsLang=en#intro-for-administrators) - [Mobile Application](https://cx.sera4.com/onboarding?hsLang=en#mobile-application) - [Web Interface](https://cx.sera4.com/onboarding?hsLang=en#web-interface) - [AP3 Padlock](https://cx.sera4.com/onboarding?hsLang=en#ap3-padlock) - [Controllers](https://cx.sera4.com/onboarding?hsLang=en#controllers) - [KSC1](https://cx.sera4.com/onboarding?hsLang=en#ksc1) - [Job Tracking](https://cx.sera4.com/onboarding?hsLang=en#job-tracking) - [FAQ](https://cx.sera4.com/faq?hsLang=en#main-content) - [Mobile App](https://cx.sera4.com/faq?hsLang=en#mobile-app) - [Web Interface](https://cx.sera4.com/faq?hsLang=en#web-interface) - [AP3 Padlock](https://cx.sera4.com/faq?hsLang=en#ap3-padlock) - [Security](https://cx.sera4.com/faq?hsLang=en#security) - [Troubleshooting](https://cx.sera4.com/troubleshooting?hsLang=en#main-content) - [General Troubleshooting](https://cx.sera4.com/troubleshooting?hsLang=en#general-troubleshooting) - [AP3 Padlock Troubleshooting](https://cx.sera4.com/troubleshooting?hsLang=en#ap3-padlock-troubleshooting) - [Web Interface Troubleshooting](https://cx.sera4.com/troubleshooting?hsLang=en#web-interface-troubleshooting) - [Resources](https://cx.sera4.com/resources?hsLang=en#main-content) - [Documents](https://cx.sera4.com/resources?hsLang=en#documents) - [Installation Guides](https://cx.sera4.com/resources?hsLang=en#installation-guides) - [Manuals](https://cx.sera4.com/resources?hsLang=en#manuals) - [Product Portal](https://cx.sera4.com/resources?hsLang=en#product-portal) - [Default HubSpot Blog](https://sera4-3787649.hs-sites.com/blog) [![Sera4 Logo\_white-2](https://cx.sera4.com/hubfs/Sera4%20Logo_white-2.svg "Sera4 Logo_white-2")](http://sera4.com) For all additional inquiries, please message us at cx@sera4.com Copyright © 2025, Sera4