Set Up Okta Verify on a New Phone Without Access to Your Previous Device

Summary

How to regain access to your Bowdoin account after getting a new phone when you no longer have access to your old device and cannot complete Okta Verify multi-factor authentication. Covers contacting IT to reset your Okta factor and re-enrolling Okta Verify on the new device.

Body

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 account because Okta Verify is asking for my old device?
  • Can I reset Okta Verify myself, or do I need to contact Bowdoin IT?
  • Is it safe to remove Okta Verify from a lost or broken device?
  • How do I regain account access after changing phones or reinstalling Okta Verify?
  • I got a new phone and am now locked out of my Bowdoin account — what do I do?

Environment

This article applies to Bowdoin students and employees who use Okta Verify for multi-factor authentication and need to set it up on a new device after losing access to their previous one. Common situations include a lost, broken, or upgraded smartphone, or an accidental reinstallation of the Okta Verify app. If you still have access to your old device, see Set Up Okta Verify on a New or Replacement Device in the Related Articles section instead — that process is self-service and does not require contacting IT.

Resolution

Identity verification is required. For security reasons, IT must verify your identity before resetting your Okta Verify factor. All verification takes place in person or by video call — it cannot be done by email or phone alone.
  1. Attempt to log in as usual. When prompted for Okta Verify on your old device, you will not be able to proceed. This confirms your factor needs to be reset.
  2. Contact the IT Service Desk to request a factor reset. Explain that you need to set up Okta Verify on a new device and no longer have access to your old phone. Contact options are listed below. For current hours, see Technology Support Options and Hours in the Related Articles section.
    • In person: Visit the Tech Hub, 2nd floor of Smith Union. This is the fastest option.
    • Phone: (207) 725-3030
    • Chat: Use Bowdoin Bot on any KB page during business hours to reach a live agent.
  3. Complete identity verification. IT will need to verify your identity before resetting the factor. Be near a computer or have a device that can support a video call such as FaceTime. Have your Bowdoin ID or other identifying details ready.
  4. IT will reset your Okta Verify factor. Once your identity is confirmed, IT will remove the old factor from your account. This allows you to re-enroll Okta Verify as if setting it up for the first time.
  5. Re-enroll Okta Verify on your new device.
    1. Download the Okta Verify app from the Apple App Store or Google Play Store on your new device.
    2. Open a browser on a computer or your new device and attempt to log in to your Bowdoin account.
    3. When prompted for multi-factor authentication, select the option to set up Okta Verify.
    4. Open the Okta Verify app on your new device and scan the QR code displayed in the browser to link your account.
    5. Confirm that authentication requests and notifications arrive on the new device before ending the session.
If you later recover your old device: You can safely remove Okta Verify from it. Only one device should be registered as your active Okta Verify factor at a time.

Additional Help

If you need further assistance, you have several options:

  • Bowdoin Bot: Chat with Bowdoin Bot directly from any KB page for instant answers.
  • Phone: Call the Bowdoin College Service Desk at (207) 725-3030.
  • In person: Visit the Tech Hub in Smith Union during business hours.
  • Submit a ticket: Request assistance through the Service Catalog.

Details

Details

Article ID: 167110
Created
Fri 5/2/25 2:32 PM
Modified
Mon 5/4/26 9:36 AM

Related Articles

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Enrolling in Okta Verify for New Accounts
Step-by-step instructions for setting up Okta Verify on a mobile device when activating a new Bowdoin account for the first time. Covers downloading the app, logging in with temporary credentials, completing multi-factor authentication enrollment, and adding a recovery email address. Applies to all incoming faculty, staff, and students.
Resetting your Bowdoin account password
Explains how to reset or change your Bowdoin account password through the Okta portal, covering three scenarios: changing a known password, resetting a forgotten password using self-service recovery options, and requesting an assisted reset through the Service Desk.
Restoring Okta Verify to the same device
Explains how to restore Okta Verify after a mobile device has been reset or wiped, erasing all apps and data. Covers the self-service path when other authentication factors are available and the assisted path when they are not.
Set Up Okta Verify Without Scanning a QR code
Instructions for enrolling in Okta Verify when you cannot scan the setup QR code, such as when your phone's camera is broken or unavailable. Covers requesting a setup link by text message and completing enrollment after the app is installed.
Setting up Okta Verify if app has been deleted
Explains what to do if you accidentally deleted the Okta Verify app from your mobile device. Covers the self-service re-enrollment path when other authentication factors are available and the assisted path when they are not.
Setup Okta Verify for Bowdoin accounts on a new device
Explains how to set up Okta Verify on a new or replacement phone after already having a Bowdoin account. Covers self-service options when another sign-in factor is available, Bluetooth transfer between devices, and how to get assisted re-enrollment from the Service Desk when no other factors are set up. Applies to iOS and Android devices.
Technology Support Options and Hours
Overview of all ways to contact Bowdoin IT for technology support, including walk-in, phone, live chat, and email options. Includes current hours for the Tech Hub, Service Desk, and live chat. Applies to all students, faculty, and staff.