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0D54z0000A4fyMWCQYOkta Identity EngineIdentity GovernanceAnswered2024-12-21T22:51:35.000Z2024-04-09T11:23:38.000Z2024-12-21T22:51:35.000Z

JosephM.46079 (Customer) asked a question.

April 9, 2024 at 11:23 AM
How do I reset MFA for the OKTA Digital Experience / Support Account

On March 15 of this year the https://support.okta.com/help/s/?language=en_US page started requiring you to setup MFA to open up support cases or post community questions.

 

I received a new phone and transferred my MFA for my organizational/enterprise account. However, the OKA verify entry for "Okta+Digital+Experience" does not have an option to move it. The options are to rename it or remove it. After logging in, I'm not seeing anywhere within my digital experience profile where I can reset it.

 

I tried to open a case with OKTA support and they directed me to email community@okta.com. Their team sent me instructions on how to use the move feature within OKTA verify or how to change the settings from my organization's settings portal or to reach out to my support team without really listening to what the core issue is. Neither of these situations apply since its not my organizational account and my org's OKTA verify account is entirely separate from the OKTA Digital experience account.

 

I can't be the only one who will get a new device after the push to get MFA setup to post community questions or to open OKTA support cases.

 

How is MFA reset for the support / OKTA Digital Experience account so I can register my new device? Or where are the settings for me to self-reset? Or how do I get the Community support team to assist here? I have my old phone still but I will need to return it for recycling.

  • 7 answers
  • 1.03K views
GuyM.02077 likes this.

  • User16594883467582706479 (Customer Support Online Experience)

    Hi, @JosephM.46079 (Customer)​ 

     

    Thank you for posting on our Community page!

     

    We got your mail on the community email address and asked your CSM to get involved in the process and assist further.

     

    Thank you for reaching out to our Community and have a great day!

     

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    Help others in the community by liking or hitting Select as Best if this response helped you.

     

     

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  • User16594883467582706479 (Customer Support Online Experience)

    Hi, @JosephM.46079 (Customer)​ 

     

    Thank you for posting on our Community page!

     

    We got your mail on the community email address and asked your CSM to get involved in the process and assist further.

     

    Thank you for reaching out to our Community and have a great day!

     

    --

    Help others in the community by liking or hitting Select as Best if this response helped you.

     

     

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  • JosephM.46079 (Customer)

    By the way, the documentation provided by OKTA does not cover any procedures to reset this. It only covers the instructions for the initial setup. Our rep had to work with both the OKTA support teams and the Community team. The OKTA support team reset MFA for my home org and repeatedly sent me instructions to do just that, but that was not the case after we were instructed by the Community team to open up a ticket with explicit instructions to reset MFA for the OHC page.

     

    The OHC is a separate entity and OKTA owns resetting MFA for this page. Eventually the support teams from OKTA got on the same page and, after some escalation, figure out that it was indeed something they needed to do on their end. It was a lot of run-around and several people intentionally not reading what I was asking or understanding the ask. Hopefully OKTA can learn from this experience and document this for future incidents because I can guarantee I won't be the only admin on an organization that has MFA setup for their OHC portal and needs their MFA transferred to a new device.

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    • User16594883467582706479 (Customer Support Online Experience)

      Hi, @JosephM.46079 (Customer)​ 

       

      Thank you for posting on our Community page!

       

      We really appreciate your feedback. Your case helped up take steps to make sure every party involved knows the processes and that we make it as seamless as possible. 

       

      Once again, thank you for bearing with us!

       

      Thank you for reaching out to our Community and have a great day!

       

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      Help others in the community by liking or hitting Select as Best if this response helped you.

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  • User17023498794406603442 (Customer)

    Hello, I am also having the same issue how did you enroll okta verify on your new phone without having the option to reset the okta digital experience mfa.

  • JosephM.46079 (Customer)

    After escalating with our account rep and the OKTA community team, they instructed me to have another admin on our account open up an OKTA case.

     

    We were asked to have the admin request for my factor to be reset (digital experience update) when logging into the OHC. The admin needed to put my email address and our OKTA tenant org.

    When we opened the ticket they asked that we let the community@okta.com email address and our account rep know of the case so that they could route it internally.

     

    They processed it wrong again but after pointing that out, they finally got it to the right team who could reset. The response to my journey a few months ago above stated they took steps to make this easier but thankfully I haven't had to go through it again.

     

    I lost a lot of trust with their support after the ordeal since they could not understand that OKTA owns MFA for the OHC and it had nothing to do with our parent org.

    Expand Post

  • NaugleC.14966 (Allentown School District)

    I am currently in this same predicament. This should not be this difficult; as I have ported over literarlly all of my other 2FA codes to my new phone, EXCEPT this one. Other services simply allow you to "go to" your account, and simply change your 2FA; but not for the OHC / "Okta Digital Experience".

  • HansenN.31091 (Customer)

    I am currently in the same predicament myself. It is a mystery to me why this would be a problem for one of the leading identity companies in the business. I have a new MFA device and it should be a few clicks to enroll that device for the Okta Digital Experience.

This question is closed.
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How do I reset MFA for the OKTA Digital Experience / Support Account