00u1h01oyauCII8QF0h1.5541808600160776E12 (Customer) asked a question.
Okta verify self-service- How users can be verified before they reset Okta verify MFA through self service, if they don't have old device with them.
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We use cookies to provide the best website experience and to help understand marketing efforts. We may also share data with ad partners to reach potential customers across the web. To learn more, visit our Privacy Policy. Click here for Your Privacy Choices. You may also opt out of this sharing by signaling your preference via GPC, applicable only to the browser signaling the opt-out.
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These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.
These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.
These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.
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Hi Umang,
There is actually another discussion which covers this scenario. You can find it by following this link but I'll provide the answer below as well. https://support.okta.com/help/s/question/0D50Z00008C3jkz/self-service-for-mfa-reset?language=en_US
"The Okta Admin would have to reset the user's MFA since the user needs their "lost" device to authenticate into Okta to reset their MFA, which I would happen after the user has replaced the lost device with a new one. Another option would be for the user to authenticate into Okta from a location which does not require MFA, and then reset the MFA option manually from the Settings window."
If Okta Verify is the only MFA factor in which the user is enrolled and the user loses access to the enrolled device, the only option is to have an administrator reset that factor for them.
The ability to authenticate into Okta without MFA is not a solution. Once a user has enrolled in any MFA factor, Okta will prompt that user for MFA any time the user attempts to Edit their Okta profile, thus preventing the user from resetting the lost MFA-enrolled device themselves. Once the admin has reset the lost MFA factor, the user will again be able to Edit their Okta profile without being prompted for MFA.
The best advice you can give your users is to enroll multiple MFA factors, preferably on different devices or platforms (for example, enrolling in Okta Verify and Google Authenticator on the same phone is pointless if you lose access to that device), so that the loss of one MFA-enrolled device does not prevent the user from accessing Okta, their applications, or their profile.