We have a user who is locked out of their laptop. The WDRT token from the server is not being accepted. If we get the laptop shipped in is our only option to format the drive?
What is the need for the WDRT? If the problem is just that the passphrase is not working, rather than the passphrase being forgotten, the WDE Recovery CD, or another computer, may be able to do the decryption.
Make sure you got the correct WDRT for that device.
Universal server > Open user > Whole disk encryption section > Click on the Disk (Disk ID) > Get WDRT
As Julian said, make sure you get the correct device by checking the DiskID. Or if there are multiple entries for the same device on the Universal Server make sure you've generated a WDRT for the correct one. Usually going by the Last Seen date helps know which is most recent.