User17394648119808560464 (Customer) asked a question.
Good afternoon,
I have a user who had email routing issues causing their MFA email to be bounced back. This seemingly prompted Okta to mark it as blocked. I found this article (https://support.okta.com/help/s/article/How-to-unblock-an-email-address-from-the-Okta-email-address-bounce-list-via-API) which indicates how to remove the block, however we're on a developer account and therefore cannot use the listed API, nor can we open a support case directly.
What would the next steps be? Is there a time period after which blocks are automatically removed? Is there a mechanism for securely communicating with support (i.e. not an open forum like this) to have them remove the block on our behalf? Any other options?
Thank you!
Disclaimer: I'm not certain what category this best fits under, so please feel free to move it or provide direction as needed.
Hello @User17394648119808560464 (Customer) Thank you for posting on our Community page!
These API's should be usable even if you have a developer account. However if you are not allowed to run these API calls, unfortunately without Opening a Support case for a Support engineer to remove them from the back end, there is no available option at this time.
If however you have a Paid service with Okta, you can open a case with Support from that tenant and request assistance with this issue.
Thank you for reaching out to our Community and have a great day!
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Hi Paul. Thank you for the quick response.
Per the article I linked, that specific API is explicitly blocked from free/dev accounts:
This feels like a gaping hole in the provided functionality to not provide a mechanism to do this for free accounts. If the block list had a lifespan, it would be less of a concern, but I haven't found anything to confirm that's how it works.
I don't have a paid account, so when trying to open a support case (green button in bottom-right of this page then "Open a case"), I get the following error:
I am a "Super Admin" for the account, so the only limitation I can find would be that we're on a developer account. If there's another way to do so, please share as I haven't been able to find it.
Thanks again!
Hello @User17394648119808560464 (Customer) Unfortunately Free Trial and Developer account do not have access to open a Support case. Unfortunately at this time, if the email is bounced, we do not have a way to unblock it.
I would recommend to use a different MFA for the user.
Thank you for reaching out to our Community and have a great day!
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@User17394648119808560464 (Customer) -- You may want to reach out to Okta sales. Assuming you are leveraging this developer account as a prospective customer or as a partner there is likely an avenue for them to assist.
Hi @TimL.58332 (Workflows), Unfortunately I'm apparently unable to access DMs on here either, but I did reply directly via the email, so hopefully that goes through. In any case, we definitely appreciate the help. We have a contact (I believe with sales) that we've reached out to, so hopefully that will help more long-term.
Thanks again!
@User17394648119808560464 (Customer) -- I noticed that also (the DM's functionality) after I sent you a message. It looks like you reached out as I was contacted internally. I located and removed "natasha" from the bounce/block list. They should be able to receive the Okta generated emails now.