Account has been locked

[jeffjr]

Hi there,

My account has been locked. I been trying to unlock it by confirming my email but it doesn't seem to work properly it keeps sending me reset password which I did a couple of times. I’ve also tried to recreate a new account with the same info but said the same details already exist in the system. Please I need assistance with this issue. 

Thank you.

[CharlotteIG]

On 13/01/2021 at 22:40, jeffjr said:

Hi there,

My account has been locked. I been trying to unlock it by confirming my email but it doesn't seem to work properly it keeps sending me reset password which I did a couple of times. I’ve also tried to recreate a new account with the same info but said the same details already exist in the system. Please I need assistance with this issue. 

Thank you.

Hey there, 

If the reset password isn't working it may be because you've entered your password incorrectly three times. When this happens the accounts lock. You have to contact us via call/ email if you need it unlocked. 

All the best

[Guest logging problems]

I have the same issue. My account was locked due to wrong password or account name. I have reset my password already three time and every time it says wrong password or account name. I definitely enter them correctly. It is unlikely I would have entered my credentials wrong 9 times in a row.

[CharlotteIG]

On 15/06/2021 at 10:02, Guest logging problems said:

I have the same issue. My account was locked due to wrong password or account name. I have reset my password already three time and every time it says wrong password or account name. I definitely enter them correctly. It is unlikely I would have entered my credentials wrong 9 times in a row.

If this is the case I would advise reaching out to our client facing team. If the account has been locked due to too many password attempts they can correct it, if it's due to another issue they will be able to help with that. 

All the best