Why This Happens

You can get locked out of your Okta account if you enter the incorrect password too many times. In some cases, an administrator on your team may also have made a change to your security settings — see If an Admin Changed Your Security Settings below if that applies to you.

Unlocking Your Account (Standard Flow)

Use these steps if you still have access to your personal email or phone on file with Okta.

1. When you get locked out, an unlock screen appears and you automatically receive an email. Enter your Side Brand Email and select Email, or click Unlock Account in the email you received.
2. If you selected Email in your browser, click Send me an email.
3. Open the email and click Unlock Account.
4. A new tab opens — click Receive a code via SMS.
5. Enter the code you receive and click Verify.
6. Your account is now unlocked. Enter your password and click Verify.

If You Still Don't Know Your Password

1. Have your password reset by the Customer Service team — reach out via chat support or help@side.com.
2. Or follow the self-service password reset flow from the Okta sign-in page.

If an Admin Changed Your Security Settings

Occasionally an account is locked or a security setting is changed by an administrator on your team — for example, during an offboarding review or a security investigation — rather than by too many failed login attempts. In this case, the standard self-service unlock email may not resolve the issue, since the change was intentional.

1. Confirm with your team admin or Partner whether a change was made to your account intentionally.
2. If you believe your account was locked in error, or you don't recognize the change, contact Side Support via chat or help@side.com so we can verify what happened before restoring access.
3. Do not repeatedly attempt the self-service unlock flow in this scenario — it can trigger additional security holds.

If You're on a New Device and Can't Verify

If you recently got a new phone or device and your only verification methods (Okta Verify push, authenticator app) were tied to your old device, you may find that every recovery option asks you to already be logged in — a catch-22 that the standard flow above doesn't solve.

1. Try the SMS code option first (see Unlocking Your Account) — this doesn't require an existing authenticator app.
2. If SMS isn't available or doesn't work because your phone number also changed, contact Side Support via chat or help@side.com. Be ready to verify your identity (license number, Side email, and account details) so we can manually reset your verification methods.

Common Questions