Resolve Okta Verify account issues on iOS devices

Learn how to resolve Okta Verify account problems.

Okta Verify features are available based on configurations made by your organization.

If there is an issue with your Okta Verify account, a warning appears on the accounts page:

Example of warnings that can appear on the Okta Verify accounts page

Tap the account to find out how to resolve the problem. One of these issues might have occurred:

Face ID or Touch ID required

If your company requires you to use biometrics to confirm your identity, the Face ID Required or Touch ID Required message appears:

Image of an Okta Verify message that appears when Face ID is required

  1. Tap Enable.
  2. If prompted, configure biometrics from the device Settings menu and then return to Okta Verify to set it up in the app. Otherwise, confirm your identity with biometrics.
  3. To proceed with identity verification, tap Sign In.
  4. Select Password or any other security methods from the sign-in page.
  5. Enter your password or confirm your identity according to the security method you selected.

Face ID or Touch ID is now enabled in Okta Verify. You can scan your face or fingerprint to confirm your identity.

Face ID or Touch ID is out of sync

If the Face ID or Touch ID settings on your device are no longer in sync with Okta Verify, the Sync Face ID or Sync Touch ID message appears:

Image of an Okta Verify message that appears when Face ID is out of sync

  1. Tap Sync Face ID.
  2. Confirm your identity with biometrics.
  3. To proceed with identity verification, tap Sign In.
  4. Select Password or any other security method from the sign-in page.
  5. Enter your password or confirm your identity according to the security method you selected.

Okta Verify confirms that Face ID or Touch ID was set up successfully.

MFA reset issues

A warning might appear when you try to sign in to an app with Okta FastPass. You are asked to re-enroll your Okta Verify account. To resolve the problem, open Okta Verify and tap your account.

Image of a warning that appears on the sign-in page if the Okta verify accout is invalid.

If multifactor authentication was reset for the device, the MFA Reset message appears:

Image of an Okta Verify message that appears when MFA was reset and re-enrollment is required

  1. Tap Re-enroll.
  2. Confirm your identity with biometrics if prompted.
  3. To proceed with identity verification, tap Sign In.
  4. If prompted, enter your email address and tap Next.

    This is the email address that you used when you set up your Okta Verify account for the first time.

    The email address might already be filled out for you.

  5. Select Password or any other security method from the sign-in page.
  6. Enter your password or confirm your identity according to the security method you selected.

A message confirms that your account is re-enrolled. You can now use Okta Verify to sign in to your apps protected by Okta.

Your account expired

If your account problem can’t be resolved by re-enrolling your account, you must contact your help desk as indicated in the message.

Image of an Okta Verify warning that appears when the account expired.

Related topics

See Okta Verify account details on iOS devices

Okta Verify for iOS FAQ