.. FAQs.rst .. _faqs-label: ===================================== FAQs ===================================== Frequently asked questions around YubiEnterprise Services. For more guidance, see also :ref:`best-practices-label`. Shipping and Delivery FAQs ---------------------------- * **Are there any limits or constraints on shipment requests?** Yes, see the following: * **Address Validation** Every 15 minutes, the system validates addresses; therefore you might have to wait up to 15 minutes to find out if your shipment request has been queued for fulfillment. For more information, see :ref:`shipping-status-codes-label`. * **Availability of Stock/Inventory** Shipment allocations may be set. For more information, see :ref:`shippable-inventory-label`. * **Non-subscription Purchases** Shipment requests can be made for up to one year after a PO is submitted. * **Subscription Purchases** Availability of products depends on the stock/inventory from which the products are drawn. For more information, see :ref:`tier-options-label`. * **Can there be unexpected delays in delivery of shipments?** YubiEnterprise Delivery Service is only available during regular business days (weekdays). It is not available on weekends or official holidays, even though there are no time constraints on the creation of shipment requests, which can be generated at any time. YubiEnterprise Delivery Service is dependent on third parties such as courier services and is therefore impacted by their scheduled holidays. Yubico tries to provide notification on the Console for delivery delays of more than 2 business days. Please reach out to `YubiEnterprise Services Support `_ with any further queries on shipment delivery delay. * **Does YubiEnterprise Delivery track YubiKey serial numbers?** For organizations that are using pre-registered keys (FIDO Pre-reg service), a unique serial number is used to identify each pre-registered key. For more information, see :ref:`custom-info-label`. * **What Personally Identifiable Information (PII) is retained by Yubico?** Yubico retains data only as long as necessary to operate our business and to comply with statutory and regulatory requirements. We do not use this data for any purpose other than meeting our obligations to our customers (e.g. shipping YubiKeys) and to comply with applicable laws. In accordance with export controls and tax law, Yubico is required to retain shipment data for up to seven years. * **What is the data retention policy and how long is data held within the YubiEnterprise Delivery Console before being purged?** Data is kept for seven (7) years to comply with export control and financial legal requirements. * **What happens to YubiKeys purchased on a subscription basis after expiry of the corresponding PO/term?** Any keys not shipped are forfeited, but the date of forfeiture or expiry depends on their inventory type: see the first question in this FAQ, "Are there any limits or constraints on shipment requests?" * **What happens to YubiKeys purchased outright (perpetual) after one year in inventory?** YubiEnterprise Delivery enables customers to request shipments for up to 12 months after the initial PO. YubiEnterprise Delivery will hold the customer’s inventory, regular or custom keys. When the twelve-month period is up, YubiEnterprise Delivery will ship the remainder of the keys to the original customer address on file. The customer will also be notified 60 and 30 days prior to the period expiry via email. * **What taxes will be charged to the customer?** See :ref:`shipping-costs-label`. * **How will the customer be invoiced for the cost of shipping and taxes or VAT charged on shipping?** See :ref:`shipping-costs-label`. * **How does Yubico handle customers who are exempt from VAT/sales tax?** See :ref:`exemptions-label`. * **What is the warranty on keys on a subscription contract?** The warranty is extended to cover the full term of the subscription and applies as long as the subscription is active. * **Where is YubiEnterprise Delivery available?** YubiEnterprise Delivery is available in USA, Canada, EU, UK, Norway, Switzerland, Iceland, and Liechtenstein. YubiEnterprise Delivery is not available in EU Overseas Countries or Territories. * **Can organizations that already have accounts with FedEX and UPS use those accounts with YubiEnterprise Delivery?** No, at the moment, YubiEnterprise Delivery cannot use customer-provided shipping partner accounts. * **Can Yubico's security keys and YubiKeys be custom programmed by Yubico for a customer?** Yes: the minimum initial order is 10,000 or more, with subsequent orders being at least 5,000. * **What reports are available to customers to help better manage their YubiEnterprise Delivery?** YubiEnterprise Delivery customers can log into the YubiEnterprise Delivery Console and access their purchase orders, shipment requests, address book etc. They can also download all their shipment requests and status / tracking numbers over the period. * **Our business is based in the US but has locations in Europe. Can YubiEnterprise Delivery support distribution of YubiKeys in this setup?** Yes, this use case is supported. A business headquartered in North America, but having office locations and users in Europe will be able to receive YubiKeys at their respective locations, including residential addresses. * **We may need to have several people in the company place orders for YubiKeys. How does YubiEnterprise Delivery satisfy that requirement?** Any individual who has administrative rights to the YubiEnterprise Delivery Console can place orders for keys through the console. Admins can be delegated across locations so that they can best gauge the numbers of users who will need YubiKeys and request shipments all at once, or over time as needed. * **What is the maximum number of YubiKeys that can be included in a shipment request?** It depends on the country to which you are shipping. See :ref:`del-pol-label`. * **Can a shipment request be cancelled?** Yes. Shipment requests can be edited or deleted until **2am PST (10am GMT)**, the day **after** they were entered. Instructions for this procedure are given in :ref:`editing-shipment-label`. * **What shipping delivery options are available?** Depending on the country being shipped to, one or both of the following will be available: * Normal (standard) shipping * Expedited (rush) shipping For more details, see :ref:`timing-label`. * **What do you do with the** ``zip_code`` **field if it is not applicable, for example, for Canada and the EU countries?** Leave the ``zip_code`` field blank and use the ``postal_code`` field instead. * **Where do I find official Yubico product images and descriptions?** On Yubico's `Press room images and logos page `_ are the logo and product images. .. _passwordless-faq: Passwordless Migration FAQs ----------------------------- General ~~~~~~~~~~ * **What is passwordless authentication?** Passwordless authentication allows you to log in to the YubiEnterprise Console without using a traditional username and password. Instead, you will use a "passkey," which is a more secure digital credential. See :ref:`passwordless-auth`. * **Why is the YubiEnterprise Console moving to passwordless authentication?** This change significantly enhances the security of your account and the YubiEnterprise Console. Passkeys are resistant to phishing attacks and eliminate the risks associated with weak or stolen passwords. Passkeys also provide a smoother and faster login experience. * **What is a passkey (resident key)?** A *passkey* is a cryptographic key that is stored directly on an authenticator, such as a YubiKey or your computer/smartphone. When you log in, the website verifies your identity by checking for this key, along with your presence, for example by touching the YubiKey or providing a PIN/biometric on your device. This means your login credential will not travel over the internet in the same way a password does. * **Do I need a YubiKey?** By default, YubiKeys will be required for registering your primary passkey. In future phases of the passwordless migration, your organization owner will have the ability to configure policies that may allow other types of FIDO2-compliant security keys or even syncable passkeys. These are synced across systems and devices and considered less secure. * **Will I still be able to use my user name and password?** Initially, yes. During the first migration phase, username/password login will remain available. However, password-based logins will be deprecated and you will be prompted to migrate to passwordless authentication. In later phases, migration will become mandatory if you log in with a password. Migration Process ~~~~~~~~~~~~~~~~~~~~ * **How do I migrate to passwordless authentication?** After successfully logging in with your username and password, a dialog will appear offering you the option to register a passkey and migrate to passwordless authentication. You can choose to do it then or skip it. The dialog appears after every successful password login until you have registered a passkey and your account has been migrated. See :ref:`passkey-upgrade`. * **What happens to my password after I migrate?** Upon successful registration of a passkey, your password credentials will be deleted from the YubiEnterprise Console. You will not be able to revert to username/password-based authentication. * **What if I am an SSO-managing user (Console Owner) in the Console?** If you log in via SSO and manage SSO configurations, the migration process for your underlying YubiEnterprise Console account (if it exists and uses a password) will be slightly different. You will be notified about the move to passwordless, and you will be asked to log out and log back in using your username/password (not SSO) for that specific account. Once logged in, the standard migration process will begin. * **Are there any users who cannot migrate to passwordless authentication immediately?** Yes. Non-SSO-managing Console users that log in via SSO, and are members of an organization that has fully enabled SSO will not need to migrate to passwordless authentication at this point. Using and Managing Passkeys ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ * **How do I set up my passkey?** You will be guided through the passkey registration process which includes inserting your YubiKey and setting a PIN, if not already done. The registration will be tied to your existing account email, or the email address through which you received an activation link. * **Can I have more than one passkey?** Yes, you can register multiple passkeys for your account. It is highly recommended to register at least two in case one is lost or damaged. You must always have at least one passkey registered. * **How do I manage my passkeys (add, rename, delete)?** You will be able to manage your passkeys from your user account page. You can add new passkeys, rename existing ones for easier identification, and delete passkeys. See :ref:`managing-your-account-label`. * **What happens if I add or delete a passkey?** For security reasons, you will receive an email notification whenever a passkey is added to or removed from your account. * **What if I lose my YubiKey or it stops working?** This is why registering a back-up passkey is highly recommended. If you lose all your registered passkeys or cannot access your account, contact your organization owner. They can reset your account, allowing you to register a new passkey via an activation link. Alternatively, contact your Yubico account team, or Yubico Support. * **What if I have not migrated by the final deadline?** You will be locked out of the YubiEnterprise Console, and you will need to contact Yubico Support. They will provide you with an activation link, which will allow you to register a passkey and regain access to your account. * **Who should I contact if I have questions or issues?** Reach out to your Yubico account team or contact `Yubico Support `_ if you have any questions or encounter issues during this transition. ------------------------------------- To file a support ticket for YubiEnterprise Delivery, click `Support `_.