Troubleshoot Okta Verify
Learn how to troubleshoot Okta Verify problems. If your issue persists, contact your IT department, or the system administrator who set up your account.
I've already set up Okta Verify but I forgot how to use it and can't sign in to my Okta account!
Follow the steps in Sign in to your org with Okta Verify.
I set up Okta Verify already but accidentally deleted the app from my device.
Reset Okta Verify or ask your IT admin to reset it for you. See Reset your current Okta Verify enrollment. After resetting your Okta Verify enrollment, your device will no longer be enrolled with your Okta account so you must set it up again from the beginning.
I set up Okta Verify already but I had to wipe and reset my device.
Reset Okta Verify or ask your IT admin to reset it for you. See Reset your current Okta Verify enrollment. After resetting your Okta Verify enrollment, your device will no longer be enrolled with your Okta account so you must set it up again from the beginning.
I'm stuck in an authentication loop.
The web browser prompts me to consult the Okta Verify app but the app doesn't receive the push notification or doesn't display a one-time code.
Reset Okta Verify or ask your IT admin to reset it for you. See Reset your current Okta Verify enrollment. After resetting your Okta Verify enrollment, your device will no longer be enrolled with your Okta account so you must set it up again from the beginning.
I can't sign in to my account even if I enter the correct passcode from the app.I can't sign in to my account even if I approve the pop-up notification sent to my device.
Reset Okta Verify or ask your IT admin to reset it for you. See Reset your current Okta Verify enrollment. After resetting your Okta Verify enrollment, your device will no longer be enrolled with your Okta account so you must set it up again from the beginning.
I keep receiving a verification code error in the Okta Verify app.
Reset Okta Verify or ask your IT admin to reset it for you. See Reset your current Okta Verify enrollment. After resetting your Okta Verify enrollment, your device will no longer be enrolled with your Okta account so you must set it up again from the beginning.
I deleted Okta Verify from my device. Can I reinstall it and set up Okta Verify myself without contacting my IT administrator?
No. Your current Okta Verify enrollment is still tied to the specific Okta Verify app that you deleted from your device. Reinstalling Okta Verify and trying to enroll again won’t work until your current Okta Verify enrollment is removed from your Okta account. In this case, only your IT administrator can remove your current Okta Verify enrollment. Contact your company's IT department to enroll your new device for you.
I factory reset my device and now I can’t sign in to my Okta account. Can I scan the QR again?
No. Your current Okta Verify enrollment is still tied to the specific Okta Verify app that was wiped when you factory reset your device. Reinstalling Okta Verify and trying to enroll again won’t work until your current Okta Verify enrollment is removed. In this case, only your IT administrator can remove your current Okta Verify enrollment and enroll your new device for you.
I followed the steps to enroll my new device but at the end of the procedure the green checkmark did not appear and I get an error on my device. What's happening?
The clock on your device may not be in sync with the time maintained by your cellular provider’s network. Even small differences between your device clock and the network clock can cause enrollment to fail. Check the automatic date and time settings on your device.
After reinstalling Okta Verify, I receive Push Notifications from Okta Verify, but when I approve them, nothing happens. Why?
Possible solutions for this issue are:
- The clock on your device may not be in sync with the time maintained by your cellular provider’s network. Even small differences between your device clock and the network clock can cause enrollment to fail. Check your device and ensure that automatic date and time settings are enabled.
- If you restored your device from a backup, set up Okta Verify again by following the steps in Reset your current Okta Verify enrollment.
I can no longer authenticate by entering the Okta Verify 6-digit passcode. What happened?
Possible reasons for this are:
- The clock on your device may not be in sync with the time maintained by your cellular provider’s network. Even small differences between your device clock and the network clock can cause enrollment to fail. Check the automatic date and time settings on your device.
- If you restored your device from a backup, set up Okta Verify again by following the steps in Reset your current Okta Verify enrollment.