Okta Troubleshooting Guide for Providers

Objective: Providers rely on Okta to securely access their Vida accounts. When they are locked out, they can't care for our members. This guide outlines the specific scenarios where Inbound Member Services Agents will assist providers with Okta access issues.

🛠 Supported Okta Issues

We provide direct support to providers who are unable to access their accounts due to the following three scenarios:

1. End User Lockout

• What it is: The provider has entered their password incorrectly too many times or triggered a security flag, resulting in a locked account.

• How to Help: [ 🔗 Step-by-step internal guide for unlocking an Okta account ]

2. Okta 2FA (Multi-Factor Authentication) Reset

• What it is: The provider is getting an authentication error, usually because they got a new phone or device and the Okta Verify app is no longer synced to their account.

• How to Help: [ 🔗Step-by-step internal guide for clearing/resetting 2FA in the Okta admin console ]

3. Password Reset Required

• What it is: The provider has simply forgotten their password and needs a secure reset link sent to their verified email address.

• How to Help: [ 🔗 Step-by-step internal guide for triggering a password reset in Okta ]