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Lost Phone or Tablet - Unable to log into Okta

14  Emil Ghiurau Wed, Nov 20, 2019  wiTECH 2.0 Public Articles - Aftermarket 0

wiTECH 2 Aftermarket currently uses a Multifactor Authentication (MFA) during login. This is an additional security measure that has been added to keep all accounts and their information as secure as possible. There are currently 3 different ways to utilize MFA:

  • Okta Verify Mobile App
  • Google Authenticator Mobile App
  • YubiKey

If you use Google Authenticator or Okta Verify for logging into your Okta account, you may lose all of your application data in the event that you lose or damage your phone or tablet. In order to prevent this, it is highly recommended that multiple devices (tablets, smartphones, etc.) are set up with your Okta account. For steps on how to set up multiple devices with Okta login, please view {Article-ID:811} 

 

If you have already lost or damaged your phone or tablet and are unable to generate a login passcode with Google Authenticator or Okta Verify, please perform the following steps:

  1. Go to https://submgr-re.am.fcawitech.com/login.htm
  2. Select Need help signing in? then select Help

 

  1. Under More Help, select Request Help.

 

  1. A prompt will appear for sending a message for support. Please enter your email at the top, and select "Cannot login" from the drop-down. See the screenshot below for example message to send.

After all information has been provided, select Send Message.

 

  1. Once all information has been submitted, and the wiTECH team has reset your account, you will receive an email notification from the wiTECH team. At this time, please go to https://submgr-re.am.fcawitech.com/login.htm and attempt to log in again - If you have not received an email from the wiTECH team, please wait to log in until you receive an email.

Note: If you are able to log in, but are still prompted to enter a 6-Digit Google Authenticator or Okta Verify passcode, please return to the login screen and try logging in again. If this issue persists, please contact the wiTECH Help Desk - {Article-ID:789} 

 

  1. Once logged on, please perform the necessary steps for setting up an Okta login. For steps on how to set up Google Authenticator or Okta Verify, please refer to steps 3 through 12 in {Article-ID:645}