Okta Self-Service Password Reset: User Not Getting SMS or Voice Call
Apr 24, 2026
Okta Classic Engine
Administration
Overview
The end-user attempts to reset the password but does not receive an SMS or a Voice call.
Applies To
- Self-service Password Reset
- Voice Call
- SMS
- Okta Classic Engine
Cause
The end-user's account may be in a locked state when the password reset is initiated.
Solution
The end user must unlock the account before resetting the password. To unlock the account, follow the steps below:
- Go to the sign-in page.
- Click on Unlock Account?.
- Enter either the Email or Username.
- Verify the identity using the available security method (for example, Okta Verify, email, etc.).
- Unlock the account.
To unlock the account as an admin, follow the Okta Self-Service Account Unlock Process.
