Token can't be refreshed when phone environment changed for some reason

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0D54z00008LTY8BCAXOkta Classic EngineAuthenticationAnswered2025-10-11T09:00:47.000Z2022-11-08T20:59:09.000Z2023-02-05T11:23:22.000Z

qnhf4 (qnhf4) asked a question.

Hi okta team, we faced some strange issues with some users:

When some users try to log in when using some different Wifi or network they are logged out (token cant be refreshed) and asked to go throw MFA again

Maybe you have some policies for WIfi network setup on routers or some other environmental changes that can trigger similar

b5n6c (b5n6c)
4 years ago
Hi Dmytro,

The answer for your question is that may be you have some policies for the network zone or IP's that are whitelisted, that's why you are facing this issue while changing the Wi-Fi or network to asked to go throw the MFA again.

The solution is you can add those IP's in the whitelisted zone from where the users are trying to access OKTA.

If my answer helped, remember to mark it as best to increase its visibility for other members of the Okta Community who might have the same questions as you.
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qnhf4 (qnhf4)
4 years ago
Hi Jijo Joseph
Where those changes can be updated? Can you please help?
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b5n6c (b5n6c)
3 years ago
Hi Dmytro Zlenko
Log into the admin console > Security > Networks
Either you can create a new IP Zone or you can add the IP's to existing one
In the case of you are creating a new zone then go to sign on policy and select the newly created zone
Hope this helps ..
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