Users do not receive a voice call when performing a self-service account unlock or password reset because the password policy lacks the enabled voice call option. To resolve this issue, administrators must enable the voice call recovery option within the password policy rules. The observable symptom is the absence of a voice call prompt or delivery during the self-service recovery flow.

• Okta Identity Engine (OIE)
• Okta Classic Engine
• Self-Service Account Unlock
• Self-Service Password Reset
• Password Policy

The applicable password policy does not include the voice call feature as a self-service recovery option for the user.

How does an administrator resolve the missing voice call issue?

Okta Identity Engine (OIE)

Perform the following steps to enable the voice call recovery option in Okta Identity Engine (OIE):

1. Navigate to the Okta Admin Console.
2. Go to Security > Authenticators.
3. Click the pencil icon to edit the password policy rule that applies to the user experiencing the error.
4. Select the Phone (SMS / Voice call) option next to AND Users can initiate recovery with.
5. Click Update Rule.

Okta Classic Engine

Perform the following steps to enable the voice call recovery option in Okta Classic Engine:

1. Navigate to the Okta Admin Console.
2. Go to Security > Authentication.
3. Select the password policy that applies to the user experiencing the error.
4. Click Edit.
5. Select the Voice Call box under Account Recovery.
6. Click Update Policy.

Related References

• Configure a password policy