Regarding this issue
Just found the problem!
Brazilian voice prompts you have installed are not properly recorded to your pbx version, not updated!
File vm-options.wav is an old version, it is not asking to dial 4 for the temporary message, it is asking the caller to press 4 to change the password. There are others missing files that are listen in English.
This cause some trouble to users to portuguese/brazilian users, you should warn leave a warn in your website or use the correct voice prompts.
I received from a friend an updated package of portuguese PT-pt voice prompts for asterisk, if you want to add this package into your server, please contact me.