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I Cannot Sign In: Dealing with a New Device and Okta MFA

  • Updated

You have received a new phone and installed Okta Verify (or restored it from backup).  However, Okta Verify is not receiving the push notifications, or the codes provided by the application are not being accepted when you are challenged for MFA.  

How do I setup Okta Verify on a new device? These are the steps to add a new device to Okta Verify when you have replaced your phone.

APPLIES TO

  • iOS Devices

  • Android Devices

SOLUTION

The following video shows how to set up Okta Verify on a new device.

Note: If you are unable to login or access the settings below because you are required to use Okta Verify,
submit a help request here  to have us reset your multifactor.

If you are able to log into Okta using a different factor:

  1. Click your Name on the dashboard

  2. Select Settings

  3. Scroll to Security Methods. 

  4. Click on Okta Verify under Security Methods then follow these steps:

    1. Click Set up another

    2. Confirm your identity as prompted

    3. Click Set up to confirm that you are setting up Okta Verify. This will bring up a QR code that you can scan to set up the new device.

CAUSE

When a device is enrolled in Okta Verify the account is tied to the application and device. Replacement devices will require a re-enrollment in order for the push notifications and codes to work. 

 

For more information, refer to Okta's Documentation related to Okta Verify