Okta Error: "Reset password is not allowed at this time"

Environment

Okta

Issue

When trying to reset the password, you received the error message: "Password reset is not allowed at this time. please contact support for assistance."

Resolution

  1. Verify that you are entering the username correctly.  Do not include @med.umich.edu. Correct usernames will display on the password entry page.  Incorrect usernames will not display on the password entry page (see example below where an incorrect username was entered).Uploaded Image (Thumbnail)
  2. Try going to okta.umich.edu using an incognito window or different web browser. Then click on the 'Forgot Password' link again. 
  3. Try clearing cache and cookies on your browser Clear Cache and Cookies (Temporary Internet Files) in Multiple Browsers.
  4. Try connecting to a different network. 
  5. Make sure user is not on exclusion list. This can be checked from Admin tools via the "Password Info" action where they will have a yellow banner. This can also be checked from Okta Admin where they will have the group name ">>admin-exclusion-list".
    • If they are part of exclusion group then, contact IA and have them remove them from the exclusion list.

Additional Information

Need additional information or assistance with Okta? Michigan Medicine affiliates, contact HITS. Other U-M affiliates, contact the ITS Service Center.

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