User Does Not Receive Self Service Password Reset SMS or Voice Call Code
Oct 16, 2025
Okta Classic Engine
Multi-Factor Authentication
Overview
This article provides troubleshooting steps to follow if a user does not receive a self-service password reset SMS or voice Call code.
Applies To
- Account Recovery
- Self Service
- Password Reset
- Okta Classic Engine
Cause
- The user has not enrolled in SMS or Voice Call MFA, or the user has not configured the Forgot Password Text Message option.
- Device or Infrastructure issues.
- Voice MFA calls are limited to one per minute to prevent malicious activity.
Solution
- Ensure the user enrolls in MFA or enters their number in the Forgot Password Text Message field:
- From the user's Okta Dashboard, click their profile icon in the upper-right corner and select Settings:
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- In the Extra Verification section, click Setup next to Text Message Code and/or Voice Call or,
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- In the Forgot Password Text Message or Forgot Password Voice Call section, click Add Phone Number.
- If the user is already enrolled, it is possible, though considered rare, that either Okta's SMS and Voice service provider is experiencing an issue or the user's carrier or handset is experiencing a condition that blocks Okta's SMS. If this occurrence is suspected, one may reference the Okta Verify/SMS Troubleshooting Guide, open a ticket with Okta support, and/or contact the user's mobile phone carrier for further assistance.
- Ensure that the end user is not attempting to receive more than one Voice MFA call in a minute. For example, if the first call is missed, the user should wait a minute before attempting to receive another call.
- Additionally, it is encouraged to use another factor, such as Okta Verify, as a failover method to deliver OTP codes to end users. This will allow the end user to use that factor if they are experiencing issues receiving SMS or Voice MFA calls.
NOTE: Okta no longer offers SMS as a default MFA method in new tenants for the Workforce or Customer Identity Clouds, in an effort to encourage customers to embrace stronger sign-in flows. For more information, please visit Okta’s Ongoing Commitment to Secure By Design.
