ConnieW.54373 (Customer) asked a question.
I update my Okta and all accounts in the app disappears
I update the Okta Verify and now all my accounts are disappeared. How can I recover all my access?
- Mihai N. (Okta, Inc.)
Hi @ConnieW.54373 (Customer) , Thank you for reaching out to the Okta Community!
For security reasons you'll need to use an alternative option (ex. SMS, Google Authenticator, Yubikey etc) to sign into your Okta account and re-enroll the device. Please review the following guides:
iOS: https://help.okta.com/eu/en-us/content/topics/end-user/ov-ios-restore-same-device.htm
Android: https://help.okta.com/eu/en-us/content/topics/end-user/ov-reset-register.htm
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 re-enroll the device and provide further assistance. They will need to reset your MFA and this will trigger a new enrollment flow.
While Okta provides the Product (Okta Verify app), individual account management is handled by your company or service provider at a tenant level.
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Hope my answer helps!
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Expand Post - Mihai N. (Okta, Inc.)
Updating this response for ease of access and reference:
End users may notice that all accounts disappear after updating the Okta Verify application. To recover access, the user must sign in using an alternative authentication method and re-enroll the device, or contact the organization's IT support desk to reset the multifactor authentication (MFA) configuration.
Applies To
- Okta Identity Engine (OIE)
- Okta Classic Engine
- Okta Verify
Solution
How does the user recover access using an alternative authentication method?
The user must sign in to the Okta account using an alternative multifactor authentication (MFA) option, such as SMS, Google Authenticator, or a YubiKey, and re-enroll the device. Restore the Okta Verify accounts by following the appropriate device guide.
Contact the IT support desk if an alternative authentication method is unavailable.
If the user lacks an alternative authentication option, they must contact the organization's IT support or Help Desk. The IT support team must reset the MFA configuration for the user, which triggers a new enrollment flow. The organization handles individual account management at the tenant level, rather than Okta directly.
Summary
Recover missing Okta Verify accounts by authenticating with an alternative method to re-enroll the device or by contacting IT support for an MFA reset.
Regards.
--
Help others in the community by liking or hitting Select as Best if this response helped you.
Collect them all. Learn a new skill and earn a new Okta Learning badge.
Expand Post
Updating this response for ease of access and reference:
End users may notice that all accounts disappear after updating the Okta Verify application. To recover access, the user must sign in using an alternative authentication method and re-enroll the device, or contact the organization's IT support desk to reset the multifactor authentication (MFA) configuration.
Applies To
Solution
How does the user recover access using an alternative authentication method?
The user must sign in to the Okta account using an alternative multifactor authentication (MFA) option, such as SMS, Google Authenticator, or a YubiKey, and re-enroll the device. Restore the Okta Verify accounts by following the appropriate device guide.
Contact the IT support desk if an alternative authentication method is unavailable.
If the user lacks an alternative authentication option, they must contact the organization's IT support or Help Desk. The IT support team must reset the MFA configuration for the user, which triggers a new enrollment flow. The organization handles individual account management at the tenant level, rather than Okta directly.
Summary
Recover missing Okta Verify accounts by authenticating with an alternative method to re-enroll the device or by contacting IT support for an MFA reset.
Regards.
--
Help others in the community by liking or hitting Select as Best if this response helped you.
Collect them all. Learn a new skill and earn a new Okta Learning badge.
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