I can't log into the Onside app

A few quick things to try if your login doesn't work

If you've tried logging in to the Onside mobile app and have received the message ‘Failed to log on’ or your password is not being accepted, you're probably thinking "ok, now what?". Well, here are the common reasons for logon issues:

  1. The email or password you have entered is incorrect
  2. You are not yet registered with Onside
  3. You may be experiencing internet issues
  4. Your app is out of date
  5. Your phone's software is not supported

First and foremost, start with the easiest fix, check the Onside app is up to date: Update your app

If you haven’t registered with Onside yet, open the Onside app, tap the ‘Create New Account’ button, and follow the instructions.

If you know you already have an account with Onside, you will most likely have entered your email or password incorrectly.

We know…. emails and passwords are painful! we’d prefer not to have them, but we need to keep your info safe and secure, so bear with us. Here is what you need to do:


Step 1

Try entering your details again. The password is case sensitive so make sure you have the capitals in the right place and there are no spaces at the beginning or end. Avoid using autocomplete/autofill too, sometimes this can add unnecessary spacing and capitalization.

Tip: A good test to see if you know your email and password is to try logging in to the web portal.


Step 2

If you still can’t log on, try resetting your password. You can do this through these steps.


Step 3

If you're still having trouble and are ready to throw your phone out the window…. Don’t do that, phones are expensive. Try going to your web browser (Safari, Edge, Firefox or Chrome) and searching for something to see if your internet connection is ok. If you can't search for anything, something may be going awry with your phone. Check the wifi or cellular data settings to make sure everything is still ok. Failing that, like a computer, restarting your phone can do wonders.


If you've tried everything above and you're still unable to login, please call us on 0800 ONSIDE or email help@onside.co.nz so we can investigate further.