After removing a fingerprint (or multiple) associated with Touch ID on a macOS Device and then adding a fingerprint back, the users will be asked to Enable TouchID while displaying an error similar to the one below, namely a grey (unavailable) Disable Touch ID option:

"Your organization requires Touch ID. Click
Enable Touch ID to keep using this account"

 

• macOS
• TouchID
• Okta Verify
• Okta Identity Engine (OIE)
• FastPass
• Fingerprint Removal

If the end-user removes the Touch ID from the mac device, Okta Verify will try to find it but fail. Thus, based on the policies, the End-user will not be allowed to authenticate successfully.

If the customer adds a new Touch ID, the newly enrolled fingerprint will not be recognized by the Okta Verify app because the new Touch ID has its own ID, not the one Okta Verify has stored in its internal logs as a valid authentication source. This will cause a conflict within the app, forcing the user to re-enroll entirely in Okta Verify. 

If it has reached the point where a fingerprint was added to the app again and the issue persists, the solution is to remove the Okta Verify enrollment and start over.

Scenario 1: Okta Verify is Managed - The Administrator needs to reset the Account

Re-enroll directly in the app once the IT administrator has reset the Okta Verify authenticator. No need to delete the account first.

Action Steps

1. Open the Okta Verify application on the macOS device.
2. In the account list, locate the account that needs to be re-enrolled.
3. Click the Re-enroll button that appears next to the account name.
4. Follow the on-screen instructions to complete the setup process. This will re-link the account to the Okta service.

Scenario 2: Non-Managed Okta Verify - Manual reset of the Okta Verify app completed

Using the Reset Okta Verify option deletes all accounts. Each account must be re-added from scratch.

Action Steps

1. Open the Okta Verify application on the macOS device.
2. Click Add an account.
3. Go to the organization's Okta sign-in page on a web browser and sign in.
4. When prompted, click the button to set up Okta Verify.
5. Follow the setup instructions, which will typically involve scanning a QR code or using a setup link to add the new account to the Okta Verify application.

Related References

• Manage Okta Verify accounts on macOS devices