SMS codes are intermittently working — add a backup MFA

Add a backup MFA method in Okta (faculty & staff)

Summary: SMS text codes can sometimes be delayed or fail. If you use SMS for MFA, add a backup method to prevent lockouts.

Who should do this: Faculty & staff using signon.byuh.edu
Not applicable: Students (student accounts don’t use SMS for MFA)
Time needed: ~2 minutes
What you’ll need: A phone with Okta Verify or a security key/biometric (Face/Touch ID, Passkey, or YubiKey)

Quick steps (TL;DR)

  1. Go to signon.byuh.edu and sign in.

  2. Click your name (top right) → My Settings → Manage security methods.

  3. Click Set up next to Okta Verify or Security Key or Biometric and follow the prompts.

  4. Ensure you have at least two methods (e.g., SMS + Okta Verify).

Why this matters

  • SMS codes can be unreliable (carrier delays, no signal).

  • A backup method (Okta Verify, Face/Touch ID, or a security key) keeps you signing in without waiting for a text.

Option 1: Set up Okta Verify (recommended)

  1. In Manage security methods, choose Set up → Okta Verify.

  2. Install Okta Verify on your iPhone/Android. 

  3. Follow the Step by Step Guide. 

  4. Open the app and scan the QR code on your computer.

  5. You’re done when Okta Verify appears under your methods.

Tip: If push notifications don’t appear, open the app and use the 6-digit code.

Option 2: Set up a Security Key or Biometric (Passkey)

  1. In Manage security methods, choose Set up → Security Key or Biometric Authenticator.

  2. Select Use this device (Face/Touch ID/Passkey) or External security key.

  3. Follow the prompts (approve in your browser, use Face/Touch ID, or insert/tap your key).

  4. Confirm it shows under your methods.

Verify you have a backup

After setup, you should see at least two items under Security methods. If you only see one, add another.

Troubleshooting

  • New or reset phone:

    • Add a second method first (e.g., Security Key).

    • Sign in using the backup and re-enroll Okta Verify on the new phone.

  • No smartphone?

    • Use Security Key or Biometric on a computer or a hardware key (e.g., YubiKey).

  • Don’t see “Manage security methods”?

    • Click your name (top right) → My Settings. Look for Security methods/Extra Verification or Set up next to Okta Verify.

  • Still locked out?

    • Contact the Help Desk (below). We can restore access.

FAQs

What is MFA?
Multi-Factor Authentication adds a second check (like a phone approval) so only you can sign in.

What’s a Passkey?
A passwordless sign-in saved to your device that uses Face/Touch ID or your device PIN.

What’s a YubiKey/security key?
A small USB/NFC device that proves it’s you. It’s fast, phishing‑resistant, and works even without cell service.

Need help?

Help Desk: 808-675-3211 • help@byuh.edu
Hours: Monday–Friday, 8:00 a.m.–5:00 p.m. (HST)
Closed during devotionals/forums: Tuesdays & Thursdays, 11:00 a.m.–12:00 p.m.

Last updated: October 29, 2025
Applies to: BYU–Hawaii faculty & staff Okta accounts (signon.byuh.edu)

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