Regain access to your Bowdoin account when you get a new phone without access to your old phone

Questions

  • How do I set up Okta Verify on a new phone if I no longer have access to my old device?
  • What should I do if I cannot log in to my Bowdoin College account because Okta Verify asks for my old device?
  • Can I reset Okta Verify myself, or do I need to contact Bowdoin IT support?
  • Is it safe to remove Okta Verify from my lost or broken device?
  • How do I regain access if I changed phones or reinstalled Okta Verify?

Environment

This article applies to Bowdoin College employees and students who use Okta Verify for multi-factor authentication and need to set it up on a new device. The most common situations include replacing a lost, broken, or upgraded smartphone, or reinstalling the Okta Verify app. These steps are intended for customer who no longer have access to their previous device and are therefore unable to use Okta Verify for account login or verification.

Resolution

  1. Attempt to log in to your Bowdoin College account as usual. You will likely be prompted for Okta Verify on your old device.
  2. You won't be able  proceed because you do not have your old device. Contact Bowdoin’s IT support team: Explain that you need to set up Okta Verify on a new device and cannot access your old phone.
  3. The IT support team will need to verify your identity for security reasons.
    1. All verification must happen in person or by video conference.
    2. Please be near a computer or have the ability to FaceTime or perform other video verification from your mobile device.
    3. Have your Bowdoin ID or other verification details ready.
  4. Once verified, IT will reset your Okta Verify factor in your account. This will allow you to re-enroll Okta Verify as if you are setting it up for the first time.
  5. Follow the instructions from IT to add Okta Verify to your new device:
    1. Download the Okta Verify app from the Apple App Store or Google Play Store on your new device.
    2. Log in to your Bowdoin College account in a browser on a computer or your new device.
    3. When prompted for multi-factor authentication, select the option to set up Okta Verify.
    4. Open the Okta Verify app and scan the QR code displayed in your browser to link your account.
  6. When setup is complete, be sure to confirm that you receive authentication requests and notifications on your new device.
  7. If your old device is found later or you regain access, you can safely remove Okta Verify from it, as only one device should be registered at a time.

Additional Help

If you need further assistance, you can chat with Bowdoin Bot of contact the Bowdoin College Service Desk by phone at (207) 725-3030 or in person at the Tech Hub in Smith Union.

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