Skip to main content
Status: Unreviewed

Account Locked

What to do when you can't access your account.

Locked vs Suspended​

IssueMeaning
LockedSecurity measure, usually temporary
SuspendedCompliance/policy issue, formal action

This page covers locked accounts. For suspensions, see Account Suspended.

Common Lock Reasons​

  • Multiple failed logins: Too many incorrect password attempts
  • Security detection: Unusual activity detected on your account
  • Password reset in progress: Temporary lock during the reset process
  • Session conflict: Multiple simultaneous login attempts

Unlocking Your Account​

Self-Service Options​

Password reset:

  1. Go to login page
  2. Click "Forgot Password"
  3. Enter registered email
  4. Follow reset link in email
  5. Create new password
  6. Account unlocked

Wait period:

  • Some locks auto-expire after 30 minutes
  • Try again after waiting

Contact Support​

If self-service doesn't work:

  1. Contact support
  2. Verify your identity
  3. Support unlocks account
  4. Reset password recommended

Verification for Unlock​

Support may ask for:

  • Account email
  • Full name
  • Last successful login date
  • Recent transaction details
  • Identity document (if needed)

Preventing Future Locks​

  • Use a password manager to avoid forgotten passwords
  • Enable 2FA if available for added security
  • Avoid simultaneous logins from multiple devices
  • Secure your email account — it's your recovery method

Common Issues​

Reset email not received:

  • Check spam/junk folder
  • Verify correct email entered
  • Request resend
  • Contact support if persistent

Link expired:

  • Request new reset link
  • Links typically valid 24 hours
  • Don't reuse old links

Still locked after reset:

  • Clear browser cache
  • Try different browser
  • Contact support

Security Tips​

  • Use a unique password not shared with other sites
  • Make it strong with a mix of characters
  • Never share credentials with anyone
  • Log out properly especially on shared devices

Urgency​

If you suspect unauthorized access:

  1. Contact support immediately
  2. Reset password ASAP
  3. Review account activity
  4. Report suspicious transactions