Troubleshoot Okta Verify on Android devices

Learn how to troubleshoot Okta Verify problems. If your problem persists, contact your organization’s help desk.

Account setup problem

You set up Okta Verify, but at the end, the green checkmark didn’t appear, and you got an error on your device.

Ensure that your network connection is stable.

Can’t add an existing account to a new or existing device

  • You have a new device, but can’t add your existing Okta Verify account.
  • You lost your device. How can you install Okta Verify on a new device?
  • You have set up Okta Verify already but deleted the app from your device.
  • You had to factory reset your device.

See Add your Okta Verify account to an Android device.

Can't sign in with Okta FastPass

  • When you click a link to access an app, you're stuck in an authentication loop if you try to sign in with Okta FastPass.

  • When you try to authenticate with Okta FastPass to access your app, you receive an error.

Go to your Okta Verify app settings and confirm that you have notifications turned on.

Can’t sign in with push notifications

  • The sign-in page tells you to check Okta Verify, but the app doesn't receive the push notification.
  • You can't sign in to your account even if you approve the push notification sent to your device.

Ensure that these conditions are met:

  • In Okta Verify on your device, you have an account for your organization. This organization provides the app that you're trying to sign in to.

    Account in Okta Verify

  • Okta Verify notifications are turned on.
  • The date and time on your device are set to automatic. The clock on your device must be in sync with the time maintained by your cellular provider’s network. Small differences between your device clock and the network clock can cause issues.
  • The latest version of Okta Verify is installed on your device. For details, see Set up Okta Verify on Android devices.

If your problem persists, contact your IT admin or help desk, or restore your account. See Restore Okta Verify on the same Android device.

Can’t sign in with a code

  • The sign-in page tells you to enter a code from the Okta Verify app, but you don’t see the code in the app.
  • Although you enter the correct code from Okta Verify, you still can’t sign in or you receive an error.

Ensure that these conditions are met:

  • In Okta Verify on your device, you have an account for your organization. This organization provides the app that you're trying to sign in to.

    Account in Okta Verify

  • The date and time on your device are set to automatic. The clock on your device must 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 issues.
  • The latest version of Okta Verify is installed on your device. For details, see Set up Okta Verify on Android devices.

If your problem persists, contact your help desk or try to restore your account. See Restore Okta Verify on the same Android device.

Can’t sign in with Okta FastPass in Incognito mode

In Incognito mode, when you click Sign in with Okta FastPass, Okta Verify doesn't launch.

Exit Incognito mode and try again.

Okta Verify keeps generating a code although you're not looking for a code to sign in

The six-digit code is one way to authenticate. The Okta Verify app generates this code every 30 seconds when you open it. After you close Okta Verify, the code is no longer generated. The performance of your phone isn't affected.

You need the code only if you selected the Okta Verify code option in the authentication window. If you authenticate with Okta Verify push notifications, you don’t need this code.

Okta Verify authentication factor in the sign-in prompt

Link for authentication using a code generated by Okta Verify

The six-digit code is renewed every 30 seconds. After you close Okta Verify, the code is no longer generated. The performance of your phone isn't affected.

When you try to sign in to an Android app with Okta FastPass, an error occurs

You receive the message Additional setup required to use Okta FastPass along with setup instructions.

  • Use a different security method to access your app account.

    • 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 is enabled in your account. If you add an 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're 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're prompted for extra 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.

    Related topics

    Okta Verify for Android FAQ