Android Incident - 13th November 2024
We’re sorry that your Android device was wiped this morning. We’ve thankfully managed to fix the problem that caused this but realise this is massively annoying for you!
We’ve broken down the process to get your device back up and running into two parts:
Part One - Setup your device with Octopus systems again
Part Two - Sign back into the Okta Verify app to register your device
For Part One, please follow the guide in our Help Hub which outlines the steps to get your device into our management system: https://help.oe.group/t/g9yzay4x1yqxq
For Part Two, the process is slightly different depending on how you access Octopus systems:
if you only access Octopus systems from a company issued phone then you can follow this guide in our Help Hub to setup Okta Verify on this device: https://help.oe.group/t/60yzay9/part-2-set-up-okta-verify
if you access Octopus systems from multiple devices (including company laptops or personal mobiles) then please attempt to use the Okta Verify app on one of your existing devices to set up the Okta Verify app on your work phone following these steps: https://help.okta.com/eu/en-us/content/topics/end-user/ov-andr-add-acc-bluetooth.htm
If you’re struggling with any of the steps above then please reach out to us in Slack in #temp-oes-android-reenrol (if you have access to Slack on another device) or email us at techops-help@octopusenergy.group from your personal email.
Sorry for the faff and disruption to your Wednesday, we’ll be working hard to make sure this type of outage doesn’t happen again in the future.