User17336974355051589247 (Customer) asked a question.
I work for a company that uses multiple Okta organisations. A few days ago one of my colleagues found that he could not sign in to the Okta administration console he received a message saying "Unable to sign in". He can use the same credentials to sign in to another OIDC Client on the same Okta org though so we know that the credentials are not the problem. When he tries to log in to support.okta.com he receives a message saying "Your account has not been configured for the link/application you are trying to access. Please contact Okta Support and request that your account be configured for the link.". However, he can not reach support because is unable to log in to support.okta.com. We have tried reaching Technical Support with a phone call but we are asked for an account support ID which we don't know because we can't log in to support.okta.com.
I can log in to support.okta.com in my Okta organisation but I can't raise a ticket because I don't have the right permissions even though I am a Super Admin.
How can we determine what is preventing my colleague from logging in and why don't I have permission to raise a case as a Super Admin?
Hello @User17336974355051589247 (Customer) , thank you for contacting Okta Community.
The error message "unable to sign in" could refer to invalid credentials (such as a mistype, wrong capitalization, or the browser remembering and filling in an outdated password) or the account being locked. If another Super Admin account has access to the same org, it could be used to reinstate the affected account's access.
As for the inability to open a support case, this feature is only available to paid accounts. If your company has a paid account and a Super Admin with access to it, they can leverage it to open a ticket. However, if your company can't open a ticket despite having a paid account, please let your Okta Account Executive know. They will be able to engage with the Support team on your behalf.
Regards.
--
Ask Us Anything about Okta FastPass - now thru December 11th