End users do not see SMS as an option when performing Self-Service Unlock or Password Reset. 

• Self-Service Account Unlock
• Self-Service Password Reset

In Okta Classic Engine 

1. On the Okta Admin Console, navigate to Security > Authentication.
2. Edit the password policy that applies to the user with this error.
3. Scroll down to Account Recovery.
4. Enable the checkbox for SMS under Self-service recovery options.

5. Click Update Policy.

In Okta Identity Engine

• If Legacy Access control needs to be used: 
  1. On the Okta Admin Console, navigate to Security > Authenticators.
  2. Edit the password policy that applies to the user with this error.
  3. For Access control, select This rule (legacy), and for User can initiate recovery with, select Phone (SMS/Voice call).

1. 4. Click Update rule.

• If the Okta Account Management Policy needs to be used: 
  1. On the Okta Admin Console, navigate to Security > Authenticators.
  2. Edit the password policy that applies to the user with this error.
  3. For Access control, select Authentication policy.
  4. Click Update rule.
  5. Navigate to Security > Authentication Policies, and click the Okta Account Management policy link.
  6. Using the Add rule button, define a new rule with the SMS factor.
  7. Update rule.

NOTE: If multiple factors are selected or assigned in the above policies in Okta Classic Engine and Okta Identity Engine, Okta handles all selected or assigned factors as an OR condition.