StepChange Debt Charity

Okta - Self Service: Your Guide to Easy Access

Summary

This article explains what Okta Self Service is and how it helps users manage their accounts easily. With Okta Self Service, you can reset your password, unlock your account, and stay connected—without needing to contact the Service Desk.

Okta as a whole is the authentication portal that protects StepChange systems and data. You’ll use it to:
  - Log into the VPN (when working from home)
  - Access CIPHR, Pulse, and Freshworks

TOP TIP:

Save this guide to your desktop so you can access it easily, especially if you have VPN issues. Also, add https://stepchange.okta-emea.com/ to your browser favourites for quick access.

How to Register for Okta Self Service

The next time you log in to Okta, Pulse, or Freshworks, you'll see a pop-up.

Follow these steps:

Select a security question and enter your answer. (Please keep a note of this somewhere safe)

Click ‘Add phone number’ (this is required for Self Service, and it won’t work without it). Choose United Kingdom from the country list and enter your mobile number.

Click ‘Send Code’ – you’ll receive a text from Okta.

Enter the verification code and click ‘Verify’.

When you see a green success message, click ‘Done’.

On the next screen click ‘Create My Account’ to finish registration.

How to Use Okta Self Service

Okta Self Service lets you:
🔹 Change your password when it’s due to expire
🔹 Reset your password if you forget it
🔹 Unlock your account after too many failed login attempts

Changing Your Password Before It Expires

Log into Okta as usual.

Click your name in the top-right and select ‘Settings’.

Click ‘Edit Profile’ (this may prompt you to re enter your password and Okta Code)

Under ‘Change Password’, enter your current password, your new password (twice) and click ‘Change Password’.

📌 Password Rules: Must be at least 8 characters, include uppercase, lowercase, a number, a special character and must not match your username or past passwords.

Resetting Your Password If You Forgot It

On the Okta login screen, click ‘Need help signing in?’ → ‘Forgot password?’

Enter your StepChange email (@cccs.co.uk) and click ‘Reset via SMS’ (Don’t use email).

You'll receive a text with a code – enter it and click ‘Verify’.

Answer your security question and click ‘Unlock account’.

You’ll then be prompted to set a new password.

Sync reminder

Log onto the vpn using the new password then lock the laptop screen to ensure the password syncs.

Unlocking your Okta account

On the Okta login screen click ‘Need help signing in?’ → ‘Unlock account?’.

Enter your StepChange email (@cccs.co.uk) and click ‘Send SMS’.

You'll receive a text with a code – enter it and click ‘Verify’

Answer your security question and click ‘Unlock account’.

You will get a green prompt to say your account is now unlocked. You’ll now be able to sign onto the VPN.

FAQ’S

Q: If I change my mobile number but not my device, how do I change my number for the Okta Self-Service?

A: The mobile number will not be linked with the Okta Verify service, just the device it is registered on. You can still connect to the VPN and change the mobile number via the settings/profile tab in the top right of: stepchange.okta-emea.com. ( If you have a new device follow the guide Okta verify reset  New Mobile Device)

Q: I have forgotten my security question answer. What should I do?

A:  Please call the Service Desk Line. Please be aware if you don’t know your password the Service Desk team may need you to go to your local office.

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