Broken or Lost Phone - Can't login with Okta

Overview

Learn what to do when you have lost or broken your phone and need access to Okta in order to sign into JMU applications.

Environment

Okta Verify

Troubleshooting/Resolution

If you lost your phone or your phone is broken such that the device cannot receive Okta pushes or a code from the Okta Verify App:

Obtain another Okta capable device

  • Yubikey
    • Employees are entitled to one Yubikey available through the IT Help Desk (if that is lost, a token can be purchased from the JMU Bookstore)
    • Students can purchase a Yubikey at any time from the JMU Bookstore
    • Once you have obtained your token, contact the IT Help Desk for identity verification and to assist with enrolling that new device in Okta

WiFi enabled device such as an Android/iOS device

  • Backup cell phones/Tablets can be activated as an additional device for your Okta account, as long as they can connect to the internet.
  • Once you have obtained your device, contact the IT Help Desk for identity verification and to assist with enrolling that new device.
Additional Information or Notes

For additional questions you can contact the IT Help Desk at 540-568-3555 or at helpdesk@jmu.edu.

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