Okta Self-Service Password Reset Fails to Send SMS or Voice Call
Jun 5, 2026
Administration
Okta Classic Engine
Overview
When a user account enters a locked state, Okta fails to send an SMS or voice call during a self-service password reset attempt. The user must unlock the account before initiating the password reset process. The issue occurs when the user attempts to reset the password but does not receive the expected SMS or voice call.
Applies To
- Okta Classic Engine
- Self-Service Password Reset
- Voice Call
- SMS
Cause
The user account enters a locked state before the user initiates the password reset.
Solution
How is the account unlocked to allow password resets?
The user must navigate to the sign-in page, select the unlock option, enter the associated email or username, and verify their identity using an available security method to unlock the account.
- Go to the sign-in page.
- Select Unlock Account?.
- Enter the email or username.
- Verify the identity using the available security method (for example, Okta Verify or email).
- Unlock the account.
How does an administrator unlock a user account?
An administrator can unlock the account by reviewing Unlock an individual user account.
