Why This Happens

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

Your Activation Link Doesn't Work (New Agents)

This is different from being locked out — it happens the first time you set up your Okta account, before you've ever signed in. You'll see a message like "Activation link no longer valid" when you click the link in your "Welcome to Okta" email.

1. Do not keep re-clicking the original activation link — repeated attempts don't refresh it and can add confusion to your account's activation history.
2. Contact Side Support via chat or help@side.com and ask for a new Okta activation link.
3. Include your full name, Side Brand Email, and the brokerage/team you're joining so Support can confirm your account before resending.
4. Use the new link promptly — activation links expire, so complete setup as soon as you receive it.

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.

Not Receiving Your SMS Verification Code

If you request a code via SMS and it never arrives — or you're working somewhere with weak or no cell signal — the standard flow above can't complete, even though your password and phone number on file are correct.

If you've tried the above and still can't get a code through, this may be a phone number mismatch rather than a delivery issue — see If You're on a New Device and Can't Verify below.

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 a Side administrator — 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 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've Left Side but Still Have an Active Closing

If your Okta account was deactivated because you're no longer an active Side agent, the standard unlock flow above will not work — deactivated accounts can't be self-service unlocked, even with a valid recovery email or phone. This is different from a routine lockout, so don't repeat the standard flow.

This situation comes up most often when an agent has an upcoming closing that was in progress before their account was deactivated, or when the phone number on file is no longer valid and MFA can't be completed.

1. Contact Side Support via chat or help@side.com — do not attempt the standard unlock flow, since it will not restore a deactivated account.
2. Provide your license number, the property address or transaction reference for the active closing, and the timeframe you need access for.
3. If your phone number has changed since you left, let Support know so they can update your verification method as part of the manual identity check.
4. Support will verify your identity and the active-transaction need, then grant time-boxed access scoped to completing that closing.

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.

Try the SMS code option first (see Unlocking Your Account) — this doesn't require an existing authenticator app. 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