Troubleshooting Okta Verify known issues on Android devices
Learn how to troubleshoot Okta Verify known issues that might occur on your Android device. If your problem persists, contact your organization’s help desk.
Can’t add an existing account to a new device
You already have an active Okta Verify account but can't add it to a new device.
If your account was suspended and then reactivated by your administrator, your existing Okta Verify app might not work and you can’t add this account to Okta Verify on a different device. Contact your help desk to resolve this problem.
Can’t add an account using a sign-in URL
You already have an Okta Verify account configured for signing in with Push Notification and Okta FastPass. Biometrics are enabled in your account. If you add another account using the sign-in URL, Okta Verify prompts you to enter your username and to approve a push notification generated by your original account. After you provide biometrics, Okta Verify closes instead of adding the account.
Use a QR code to add an Okta Verify account on the same device.
When you launch the Okta End-User Dashboard from Okta Verify, the wrong dashboard opens
If you access the Okta End-User Dashboard or Okta-protected apps in your mobile browser and then launch the dashboard from a different Okta Verify account, the dashboard from your previous visit might appear in the browser.
To ensure that you’re using the right dashboard, sign out and sign in again.
If Okta Verify is in your work and personal profile, you might not always be able to sign in with Okta FastPass
After you enter your username and select Use Okta FastPass, Okta Verify doesn’t show the “Tap to verify your identity with Okta Verify” message. If you tap the Open Okta Verify button, you are still not prompted to verify your identity.
Use one of these options:
- Select a different security method, such as Enter a code or Get a push notification.
- Ensure that the Okta Verify account that you use to sign in with Okta FastPass is the right one for the profile you work in. For example:
- Account A is the Okta Verify account in your personal profile.
- Account B is the Okta Verify account in your work profile.
To sign in to your apps dashboard with Account B, open the browser in the work profile, enter the sign-in URL, and tap Sign in with Okta FastPass.
When you sign in with Okta FastPass in Firefox or Samsung Internet Browser, you are prompted for additional setup
If you tap Sign in with Okta FastPass or select the Use Okta FastPass security method to sign in to apps in Firefox or Samsung Internet Browser, you receive the message: Additional setup required to use Okta FastPass.
Ignore the remediation instructions and select a different security method to sign in, such as Enter a code or Get a push notification.