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HomeCommunityForum
0D5WR000028IVPc0AOOkta Identity EngineAccess GatewayAnswered2026-09-17T19:04:07.000Z2026-09-14T16:33:14.000Z2026-09-17T19:04:07.000Z

EricS.91859 (Customer) asked a question.

September 14, 2026 at 4:33 PM

agent

we moved to secureid / I have was not able to log in all day friday / no reply from any of the messages sent using the link and information given, finally somehow go the email to come to reset password and got in. saved information / now today I back to the same situation and can not work or log in and have no way to get help any suggestions

  • 9 answers
  • 90 views

  • Paul S. (Okta, Inc.)

    Hello @EricS.91859 (Customer)​ Thank you for posting on our Community page!

     

    Password reset emails fail to arrive or login failures repeat after a successful reset due to several factors. Email delivery problems occur when email providers filter password reset emails to spam, block them, or fail to send them due to misconfiguration. An account state mismatch occurs when the account enters an invalid or locked state that prevents login even after a password reset. This happens if the SecureID migration process fails to complete cleanly for the user record. Additionally, a multi-factor authentication (MFA) mismatch occurs when the account requires a factor that lacks proper enrollment or activation.

    Solution

    What steps resolve the SecureID login failure?

    Contact the internal Information Technology (IT) support team, provide the exact error message and timeline of the login failures, and request an account state and system log review in the Okta Admin Console.

    1. Contact the internal IT support or Help Desk team via phone, internal ticketing system, or in person.
    2. Provide the IT team with the date and time of the initial login failure.
    3. Confirm whether a successful password reset occurred and if the problem recurred afterward.
    4. Report the receipt status of any password reset emails, including whether email providers routed them to spam folders.
    5. Provide the exact error message displayed during the login attempt.

    The IT support team must verify the account status.

    The IT support team must review the user account state, verify the SecureID factor enrollment status, and check the system logs for password reset emails in the Okta Admin Console.

    1. Verify the user account state displays as ACTIVE, rather than LOCKED or INVALID STATE.
    2. Check the SecureID factor enrollment status for the user.
    3. Review the System Log to confirm Okta generated and sent the password reset emails.
    4. Determine whether the account requires manual re-enrollment in SecureID after the migration.
    5. Perform a manual password reset from the Okta Admin Console to bypass email delivery issues and resolve account state problems.

     

     

    Thank you for reaching out to our Community and have a great day!

    --

    Help others in the community by liking or hitting Select as Best if this response helped you.

    Expand Post
    Selected as Best

  • Paul S. (Okta, Inc.)

    Hello @EricS.91859 (Customer)​ Thank you for posting on our Community page!

     

    Password reset emails fail to arrive or login failures repeat after a successful reset due to several factors. Email delivery problems occur when email providers filter password reset emails to spam, block them, or fail to send them due to misconfiguration. An account state mismatch occurs when the account enters an invalid or locked state that prevents login even after a password reset. This happens if the SecureID migration process fails to complete cleanly for the user record. Additionally, a multi-factor authentication (MFA) mismatch occurs when the account requires a factor that lacks proper enrollment or activation.

    Solution

    What steps resolve the SecureID login failure?

    Contact the internal Information Technology (IT) support team, provide the exact error message and timeline of the login failures, and request an account state and system log review in the Okta Admin Console.

    1. Contact the internal IT support or Help Desk team via phone, internal ticketing system, or in person.
    2. Provide the IT team with the date and time of the initial login failure.
    3. Confirm whether a successful password reset occurred and if the problem recurred afterward.
    4. Report the receipt status of any password reset emails, including whether email providers routed them to spam folders.
    5. Provide the exact error message displayed during the login attempt.

    The IT support team must verify the account status.

    The IT support team must review the user account state, verify the SecureID factor enrollment status, and check the system logs for password reset emails in the Okta Admin Console.

    1. Verify the user account state displays as ACTIVE, rather than LOCKED or INVALID STATE.
    2. Check the SecureID factor enrollment status for the user.
    3. Review the System Log to confirm Okta generated and sent the password reset emails.
    4. Determine whether the account requires manual re-enrollment in SecureID after the migration.
    5. Perform a manual password reset from the Okta Admin Console to bypass email delivery issues and resolve account state problems.

     

     

    Thank you for reaching out to our Community and have a great day!

    --

    Help others in the community by liking or hitting Select as Best if this response helped you.

    Expand Post
    Selected as Best

    • EricS.91859 (Customer)

      What is a phone number for the support team please?

      [Redacted by Moderator]

    • EricS.91859 (Customer)

      I have sent several of the message for help with my password and received nothing back. I was able to finally do a password reset late Friday and logged in. Today, using that same information I can no log in, unlock or reset the password. I can not work.

      I can not reach anyone after sending updated requests today for help again.

      This is the only reply I have, and you say to call IT for help, yet you provide no contact phone number. I believe there may be a mismatch as I have a scan login that uses OKTA. That appears to work, but this if for Lead Advantage Pro. I can not get a email to reset, no code via sms nothing. I need to speak to someone and resolve this issue.

      Please can you provide a phone number to speak to someone who can see what the issue is and resolve it for me.

      Thank you,

      Eric

      [Redacted by Moderator]

      Expand Post

    • EricS.91859 (Customer)

      Call them how? There is no phone number that I can find. Can you please provide a phone number for customer service?

      • Paul S. (Okta, Inc.)

        Hello @EricS.91859 (Customer)​  You will need to reach out to your own support, we do not have their phone number or a point of contact. You should try to reach out to your company's Helpdesk/IT Support.

      • EricS.91859 (Customer)

        Our support has no information for me to do anything on OKTA. I have called them.

        How can the people at OKTA help me?

        [Redacted by Moderator]

      • Paul S. (Okta, Inc.)

        Hello @EricS.91859 (Customer)​  This is a public forum, your Okta administrators are most likely not monitoring this to provide assistance. You need to reach out to them through your internal channels.

      • EricS.91859 (Customer)

        Thx,

        [Redacted by Moderator]

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