Resolve Okta Verify account issues on Android devices

Learn how to resolve Okta Verify account problems.

Okta Verify features are available based on configurations made by your organization.

If there is an issue with your Okta Verify account, a warning appears on the accounts page:

Example of warnings that can appear on the Okta Verify accounts page

Tap the account to find out how to resolve the problem. One of these issues might have occurred:

Biometrics required

If your company requires you to use biometrics to confirm your identity, the Biometrics required message appears:

Image of an Okta Verify message that appears when biometrics is required

  1. Tap Enable.
  2. If prompted, configure biometrics from the device Settings menu and then return to Okta Verify to set it up in the app. Otherwise, confirm your identity with biometrics.
  3. To proceed with identity verification, tap Sign in.
  4. Select Password or any other security methods from the sign-in page.
  5. Enter your password or confirm your identity according to the security method you selected.

Biometrics are now enabled in Okta Verify. You can scan your face or fingerprint to confirm your identity.

Biometrics are out of sync

If the biometric settings on your device are no longer in sync with Okta Verify, the Sync biometrics message appears:

Image of an Okta Verify message that appears when biometrics are out of sync

  1. Tap Sync biometrics.
  2. Confirm your identity with biometrics.
  3. To proceed with identity verification, tap Sign in.
  4. Select Password or any other security method from the sign-in page.
  5. Enter your password or confirm your identity according to the security method you selected.

Okta Verify confirms that the biometrics setup is successful.

MFA reset issues

A warning might appear when you try to sign in to an app with Okta FastPass. You are asked to re-enroll your Okta Verify account. To resolve the problem, open Okta Verify and tap your account.

Image of a warning that appears on the sign-in page if the Okta verify accout is invalid.

If multifactor authentication was reset for the device, the MFA reset message appears:

Image of an Okta Verify message that appears when MFA was reset and re-enrollment is required

  1. Tap Re-enroll.
  2. Confirm your identity with biometrics if prompted.
  3. To proceed with identity verification, tap Sign in.
  4. If prompted, enter your email address and tap Next.

    This is the email address that you used when you set up your Okta Verify account for the first time.

    The email address might already be filled out for you.

  5. Select Password or any other security method from the sign-in page.
  6. Enter your password or confirm your identity according to the security method you selected.

A message confirms that your account is re-enrolled. You can now use Okta Verify to sign in to your apps protected by Okta.

Your account expired

If your account problem can’t be resolved by re-enrolling your account, you must contact your help desk as indicated in the message.

Image of an Okta Verify warning that appears when the account expired.

Related topics

See Okta Verify account details on Android devices