Missing Voice Call Option when Performing a Password Recovery
Last Updated:
Administration
Okta Identity Engine
Overview
The "Receive a voice call instead" option is missing from the "Forgot Password" flow in Okta Identity Engine (OIE). This article describes how to make it available.
Applies To
- Okta Identity Engine (OIE)
- Phone authenticator
- Password reset
Solution
Considering that the Phone option is enabled for Recovery on the Authenticators Setup list and the Password policy rule, in order to make available the "Receive a voice call instead" option in the widget when doing a password reset, please see the following steps:
- As a Super Admin, navigate to Security > Authenticators > Password > Edit > choose the policy that applies to the affected user.
- Scroll down and edit the Rule of the policy by disabling the Phone (SMS / Voice call) option from the AND Users can initiate recovery with the condition, and update the rule.
- Once the rule is updated, edit it again to enable the Phone (SMS / Voice call) option and update it.
- Attempt another Password Reset flow to confirm that the Receive a voice call instead option is displayed.
