WebAuthn "Something went wrong, Your identity couldn't be verified" Error in Chrome when Setting up Touch ID
Last Updated:
Okta Classic Engine
Multi-Factor Authentication
Overview
This article addresses the issue where the following error is received when setting up Touch ID:
Something went wrong
Your identity couldn't be verified
Applies To
- Multi-factor Authentication (MFA)
- Web Authentication (WebAuthn)
- Okta Classic Engine
- MacBook with Touch ID
Cause
Google Chrome stores Touch ID credentials along with stored passwords. When a user chooses to clear browsing data in Chrome (Settings > Privacy and security > Clear browsing data) and selects Passwords and other sign-in data in the Advanced tab, Touch ID credentials are deleted from the browser. Because of this, the next time a user tries to use Touch ID, the authentication will fail with the mentioned error. The user's Touch ID device will still display as an enrolled device in Okta settings, but the authentication will fail.
Solution
To resolve this issue:
- Navigate to the Okta dashboard and select Settings.
- Click Edit Profile.
- Scroll down to the Extra Verification section, and click Remove next to the MacBook Touch ID device:
- Complete new device enrollment. See how to enroll a new device for more details.
