Why is my Account Missing from Okta Verify?

This article provides details on how to resolve issues with your Okta Verify app in iOS

This article provides details on how to resolve issues with your Okta Verify app in iOS.

iOS, Okta Verify

It is possible that when you attempt to log into a JMU system and authenticate with Okta, you realize that your Okta account is missing or no longer present within the Okta Verify app on your iOS device. This may be caused by one of three reasons: 

1. The Okta Verify App was recently reinstalled/updated, and data was not saved
2. A recent iOS update that has changed permissions to the App or its allowed settings
3. Apple iOS's feature App Optimization has removed the application's cached user information

While the first two options are less frequent, Apple's App Optimization is the most likely cause of accounts becoming removed from Okta Verify. While you may use Okta frequently throughout the day to access JMU systems, you are not directly interacting with the App itself, but rather the Push Notifications. When Apps on your iDevice are not accessed or used for a certain timeframe, App Optimization will attempt to delete cache data (or delete the app entirely) to help conserve space. 

As Push Notifications are being used, the App is being used, therefore it will stay on the device. However, if the Okta Verify App is never actively opened, the cached data - meaning your account - may be removed as "helpful" attempt to conserve space. 

To ensure this does not occur you can simply tap on the Okta Verify App occasionally. This will tell your iDevice that it is being "used" and that will help reinforce that nothing will need to be done. Alternatively, you can turn off App Optimization by going to:

• Setting > App > App Store > Turning off Offload Unused Apps

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