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0D51Y00006eqLP0SAMOkta Classic EngineSingle Sign-OnAnswered2024-04-15T12:15:10.000Z2019-09-13T15:28:19.000Z2019-09-20T21:26:05.000Z

lgjq4 (lgjq4) asked a question.

Edited September 13, 2019 at 3:29 PM
Customers ignore activation email, how do we improve the experience?

Hey folks, we went live a couple weeks ago with our external OKTA for end users. As we migrated, all users got an activation email. So far, only ~10% of our base has activated though, the rest hit our sign-in page, get error, and then open a ticket saying there password doesn't work (Because they never activated). Is there the ability so that when they try to log in, we can have a self-serve option for the customer to activate in the moment somehow? This is causing a huge amount of tickets to be opened where we are manually resending each activation email when they request it, but if the customer could simply do this through the login failure flow, it would save us a tremendous amount of time.

 

Thanks!!

  • 3 answers
  • 751 views
u20r2 likes this.

  • brooks.johnson1.5389696669435503E12 (Okta, Inc.)

    Hi Derek and Stan,

     

    This scenario will depend on your current flow and configuration for Okta in general. I would recommend opening a ticket with Okta support so that an Engineer can look at your environment directly and work with you on the best possible scenario for this.

     

    Thank you,

    Brooks Johnson

     

    Okta Technical Support Engineer II

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    Selected as Best

  • molly.masterson1.5499146976511477E12 (Okta)

    Stan - thanks for your question! I'll reach out and see if there are any workarounds or best practices for this. Has anyone out there on the Community dealt with anything similar?

  • u20r2 (u20r2)

    Any updates on this question? We have an upcoming go live and could really use to improve the account activation experience. Activation emails get ignored or filtered and users end up trying to use their old password and getting locked out. Since they are not yet activated, they don't have self-service options to resolve. Is it possible for a user to re-initiate activation? Can Okta recognize a user is not yet activated and let them know they need to check their email? Anything to improve the experience.

    Expand Post

  • brooks.johnson1.5389696669435503E12 (Okta, Inc.)

    Hi Derek and Stan,

     

    This scenario will depend on your current flow and configuration for Okta in general. I would recommend opening a ticket with Okta support so that an Engineer can look at your environment directly and work with you on the best possible scenario for this.

     

    Thank you,

    Brooks Johnson

     

    Okta Technical Support Engineer II

    Expand Post
    Selected as Best
This question is closed.
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Customers ignore activation email, how do we improve the experience?