When to Classify the Product Category as "Other" While Opening an Okta Case

Apr 28, 2026

Okta Classic Engine

Okta Identity Engine

All Engines

Additional Resources

Overview

This article explains when to select "Other" as the product when opening a support case and how to engage with the Support Admin team.

Applies To

Cause

Solution

The following are examples of when to open a case with the Product set to "Other" and engage the Support Admin Team at Okta Support.

Unable to determine which Product the issue falls under.
- The case will be triaged to the correct product/team from here.
  - NOTE: This may lead to longer wait times.
Feature Flag enablement/disablement request.
- Sandbox and production enablement requests must be opened on separate cases.
Password resets for super admins.
- Can only be done if there are no other active super admins on the tenant/org.
Multi-Factor Authentication (MFA) resets for super admins.
- Can only be done if there are no other active super admins on the tenant/org.
SendGrid check/validity for bounced email.
Subdomain name change.
Org reactivation (Free trial/Prospect).
New tenant/org creation or deactivating an existing Org.
Needing help with the Help/Support Portal or opening a case.
Reschedule or cancel the Okta Identity Engine (OIE) upgrade.
- For information on OIE Upgrades and their initial scheduling, please get in touch with the Account Executive/CSM for more help.
General inquiries.
Account information.