This article addresses an issue where a user does not receive an initial Short Message Service (SMS) message or phone call to enroll in SMS or Voice Multi-Factor Authentication, or to perform a password reset.

• Voice Call Authentication
• SMS Authentication
• Okta Classic Engine

Okta uses redundant third-party providers to handle outbound SMS, voice, and call messages. At a high level, the flow is Okta > Provider > Carrier (for example, Verizon, AT&T) > Device. While service disruptions along this flow are rare, they can prevent SMS or Voice Calls from being received when they do occur.

Please perform the following troubleshooting steps:

1. Try sending a text message directly to the device from another phone to rule out intermittent carrier or device issues.

2. If the issue is occurring during enrollment:

   1. Ensure that the user has entered the number associated with the expected device.

      • For example, if the user is configuring SMS, ensure that they have not entered their home telephone number.

   2. Ensure the correct country is selected.

3. Ensure that the user has attempted a retry.

   • Okta uses multiple providers for redundancy. A retry attempt will be registered as an indication that the primary provider failed and will, therefore, utilize the secondary provider.

4. If enrollment or authentication messages are still not consistently being received, please open a case with Okta Support.