The Okta Verify Application installed on a user's device is part of a Multi-Factor Authentication (MFA) and is used as an extra security verification by Okta to validate the user's identity.

Okta Verify only works on one device for each Okta account on the Okta Classic Engine. Uninstalling Okta Verify, changing phones, transferring or restoring phone data, using mobile phone cleaning apps, or resetting the phone are some of the things that may result in the binding being broken between the phone of the user and Okta Verify. As such, the device will need to be re-enrolled.

To do this, a user needs to contact the organization's IT department.

However, a user may be able to reset Okta Verify on its own by allowing them to reconfigure Okta Verify for their phone.

• Okta Verify
• Okta Classic Engine

When they log in to Okta and are prompted for their Okta Verify token, check if they see the below triangle:

1. If so, click on the triangle and select a different method of authentication from the dropdown menu. This will allow the user to log in to their User Dashboard and reset Okta Verify on their own by following the steps below: 
   1. Go to their name on the top-right, select Settings, and then Edit Profile. The user will be asked again to provide their password and pass the alternative MFA requirement.  
   2. Scroll down to the Extra Verification section.
   3. Go to Okta Verify and select Remove.

4. The question: Are you sure you want to remove Okta Verify enrollment? will be prompted. Select Yes.

5. After that, the user will be asked again to provide their password and pass the alternative MFA requirement.  
6. Once the step above is completed, next to Okta Verify, there will be a Set up button. The user should press on it and re-enroll in Okta Verify

2. If the user does not see the triangle, then their enrollment policy has not set up any other authentication methods. The user needs to contact the IT Department to reset the MFA for them. For how MFA is reset by the Okta Admins, please check the Related References section. 

NOTE: Once the MFA for the user is reset, the Admin should not log out of Okta. The user may lock themselves out and will need the support of the IT department to be unlocked. To learn how to unlock a user, please check the Related References section. 
 

Related References

• Reset Multi-Factor Authentication for end users
• Unlock an individual user account