CMS IDM Customers,

This message is to inform you about an unplanned outage impacting the receipt of Okta Multi-Factor Authentication (MFA) emails for users whose email leverages Proofpoint.

Since approximately ~6:30 AM ET on Wednesday, 10/7/2026, some users, whose company’s email service provider is Proofpoint, may be experiencing problems not receiving the MFA codes via email. Okta corporate support is actively working this under a priority 2 Okta support case.

Workarounds:

• Users who have previously setup a backup/alternate MFA device should use those (e.g., SMS text, IVR voice, Okta Verify, Google Authenticator, etc.).
  
• Users who do not have a backup/alternate MFA device setup may try the following:
  1. Contact their Application Help Desk (Tier 1 Help Desk) and have them temporarily change the email on the account to a personal email
  2. The user should then be able to get the MFA code to that email (check spam/junk folders and ensure "IDM Auto Response" no-reply@idm.cms.gov is added to your "contacts/trusted contacts")
  3. The user can then login to https://home.idm.cms.gov/ and go to MY PROFILE -> Manage MFA Devices and add 1 or more backup/alternate MFA devices
  4. Log out of https://home.idm.cms.gov/ and then log back in using the alternate MFA device to confirm it works and then go to My Profile to change email back to company email

 
If support is needed related to this, or other CMS services, please reach out to your application's Tier 1 Help Desk.  An update will be sent out when the CMS IDM team has updates from the Okta corporate support team or additional information to provide.