2rbcv (2rbcv) asked a question.
Hello everyone,
I have installed the Okta Verify app on my new smartphone. My old smartphone is defective and can no longer be used. To be able to log in on the new smartphone, I have to confirm my identity. However, this confirmation only works via the push message or the code that is sent to my old smartphone. But this is still broken. I logged in to okta on my PC and wanted to remove the old smartphone under Settings. But that doesn't work either, as I can only confirm my identity via the push message or the code on the broken smartphone. The third option given for entering the password takes me back to the push message or to the request for the code on the old smartphone.
Sorry, now I'm really annoyed and can no longer use my required systems!
Hi, @2rbcv (2rbcv)
Thank you for posting on our Community page!
Sorry for the inconvenience!
Please review "Can’t add my existing account to a new or existing device" under the following troubleshooting guide:
For iOS:
https://help.okta.com/eu/en-us/Content/Topics/end-user/ov-ios-trbl.htm#Can%E2%80%99t
For Android:
https://help.okta.com/eu/en-us/Content/Topics/end-user/ov-user-trbl.htm#Can%E2%80%99t
Here is a helpful video on it:
https://youtu.be/eBgPjOC5P0U
In essence, for security reasons Okta Verify can only be bound to one device at a time and can only be re-enrolled through self-service once you are signed in or with the help of your company's IT Support who handle your account. You'll need to use an alternative option to sign into your Okta account and enroll the device. If you do not have an alternative option, please reach out to the company's or service provider's IT support or Help Desk so they can help you enroll a new device and provide further assistance.
While Okta provides the Product (Okta Verify app), individual account management is handled by your company or service provider.
Thank you for reaching out to our Community and have a great day!
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