Troubleshoot Okta Verify on iOS 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 my 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 iOS device

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 are trying to sign in to.
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 iOS devices.
See Troubleshoot missing Okta Verify push notifications on iOS devices.

If your problem persists, contact your IT admin or help desk, or restore your account. See Restore Okta Verify on the same iOS 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 are trying to sign in to.
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 iOS devices.

You don’t know what to do with the code from Okta Verify

The app generates a code that you enter in the sign-in window if you select this Okta Verify sign-in option.

You don’t have to use the code to sign in with Okta Verify. You can also sign in to apps with Okta Verify push notifications if your organization configured this option.

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 is not 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.

Can’t sign in with Okta FastPass in Chrome or Safari

When you sign in to an app with Okta FastPass on an iPad or iOS device using Chrome or Safari, Okta might ask you to download Okta Verify although you already have it installed.

If this issue occurs, clear the browser cache and access your app again. When prompted to open the Okta Verify app, tap Yes. If you tap No, the browser ignores the link to the app until you clear the cache again. If the issue persists, update your device operating system to the latest version.

Can’t sign in with Okta FastPass in Incognito mode on Chromium browsers

In Incognito mode on Chromium browsers, when you tap Sign in with Okta FastPass or Use Okta FastPass , Okta Verify doesn't launch.

This is known behavior. It is due to a feature in Google Chrome v75.0.3770.70 that affects all Chromium browsers (for example, Chrome, Brave, and Microsoft Edge). With this feature, links that are clicked in Incognito mode no longer open native applications. Exit Incognito mode on your Chromium browser and try again.