Troubleshoot: Unpair The JumpCloud Password Manager App

This article shows you how to unpair the JumpCloud Password Manager App on either the desktop or mobile devices. Unpairing an app can aid in troubleshooting when the JumpCloud Password Manager App doesn't pair correctly.

Unpair an App from Desktop App (Windows, macOS, Linux)

1. Launch the JumpCloud Password Manager App on the device that is the most or up-to-date or has all of the most accurate data.
2. Once unlocked, go to the Paired Devices section on the left navigation pane.
3. Find the impacted app that you are looking to unpair. You can determine what device you are looking at by both the Operating System and Device name that you assigned at the initial pairing.
4. After selecting the appropriate app, click the vertical 3 dots in the top-right corner and select Disconnect.
5. If the impacted device and app are online and configured, the disconnected app will be erased upon launching, and a "Something went Wrong" message will be presented.
6. If the app is unreachable, the impacted device will be put into a state of “Disconnect Pending”. This can come up for a number of reasons:
   • The app has been uninstalled from the respective device.
   • The device is unreachable and app cannot be reset or disconnected.
   • The device has been formatted (usually in a restore from backup phase).
     • This is very common during device upgrade season (for example, new iPhone launch).
7. If the device is stuck in “Disconnect Pending”, click the 3 dots in the top right corner and select Disconnect anyway to fully remove it from your list of apps. 

Unpair an App from the Mobile App (iOS)

1. Launch the JumpCloud Password Manager App on the device that is the most or up-to-date or has all of the most accurate data.
2. Once unlocked, go to the Devices section to the right of the “+” icon at launch.
3. Find the impacted app that you are looking to unpair. You can determine what device you are looking at by both the Operating System and Device name that you assigned at the initial pairing.
4. After selecting the appropriate app, press the Disconnect button, and select Disconnect to confirm the request.
5. If the impacted device and app are online and configured, the disconnected app will be erased upon launching, and a “Something went Wrong” message will be presented.
6. If the app is unreachable, the impacted device will be put into a state of “Disconnect Pending”. This can come up for a number of reasons.
   • The app has been uninstalled from the respective device.
   • The device is unreachable and app cannot be reset/disconnected.
   • The device has been formatted (usually in a restore from backup phase).
     • This is very common during device upgrade season (for example, new iPhone launch).
7. If the device is stuck in “Disconnect Pending”, select the device again, and press Disconnect anyway to fully remove it from your list of apps.

Unpair an App from the Mobile App (Android)

1. Launch the JumpCloud Password Manager App on the device that is the most or up-to-date or has all of the most accurate data.
2. Once unlocked, go to the Devices section to the right of the “+” icon at launch.
3. Find the impacted app that you are looking to unpair. You can determine what device you are looking at by both the Operating System and Device name that you assigned at the initial pairing.
4. After selecting the appropriate app, press the Disconnect button, and select Disconnect to confirm the request.
5. If the impacted device and app are online and configured, the disconnected app will be erased upon launching, and a “Something went Wrong” message will be presented.
6. If the app is unreachable, the impacted device will be put into a state of “Disconnect Pending”. This can come up for a number of reasons.
   • The app has been uninstalled from the respective device.
   • The device is unreachable and app cannot be reset/disconnected.
   • The device has been formatted (usually in a restore from backup phase).
     • This is very common during device upgrade season (for example, new iPhone launch).
7. If the device is stuck in “Disconnect Pending”, select the device again, and press Disconnect anyway to fully remove it from your list of apps.