This article addresses an issue where a user attempting a self-service password reset receives an email with the following message.

At this time your password can only be reset by an administrator. To send them a request, go to your Sign-in Help page. Then click the Request help link.

• Okta Managed Accounts
• Okta Classic Engine

This issue occurs because the user account is locked.

To resolve this issue, unlock the account using one of the methods below.

Administrator Steps

1. In the Admin Console, navigate to Directory > People.

2. Select the affected user.

3. Select More Actions and then select Unlock Account.

NOTE: The Unlock Account option is only visible for locked accounts.

End-User Steps

1. On the sign-in page, select Need help signing in?.

2. Select Unlock account? and follow the prompts to receive an unlock email.

NOTE: If the Unlock account? option is not available, contact the organization's IT department or administrator.