If you can't get into your account, it's likely been temporarily locked. Locks are almost always resolvable — here's every common reason and how to fix it.
TL;DR
Account locks are usually temporary and fixable. The most common cause is needing identity verification, which clears the moment you're approved. Other causes — unusual sign-in activity, a payment dispute, a Terms of Service issue, or an active self-exclusion — are resolved by contacting support or by waiting for a review or period to end. Completing verification early, keeping payment details accurate, using one account, and turning on MFA help you avoid future locks.
First: how to find out why
The reason determines the fix. If the app shows a notice, start there. If it's unclear, contact support and we'll tell you the reason and the next step for your specific case.
Common reasons — and how to resolve each
1. Identity verification is needed. The most common reason. Complete verification and access is restored as soon as you're approved. See How to verify your identity (KYC).
2. Unusual or suspicious sign-in activity. We may lock an account to protect it. Contact support and verify your recent account details when asked, then turn on multi-factor authentication (MFA) to reduce future locks.
3. A payment dispute on the account. If there's a payment dispute tied to your account, it's reviewed individually by our team. Contact support and we'll walk you through what's needed.
4. A Terms of Service issue. For example, our one-account-per-person rule. Contact support and we'll explain the reason and options.
5. An active self-exclusion period. The account stays locked until the period ends, then reopens automatically. It can't be unlocked early.
How long will it take?
Verification-based locks clear the moment you're verified. Reviews (suspicious activity, payment disputes, Terms issues) take as long as the review needs — contact support so we can move it forward.
How to avoid future locks
Complete identity verification early.
Keep your payment details accurate and use your own payment methods.
Use a single account.
Turn on MFA.
Common questions
I didn't do anything wrong — why am I locked?
Some locks are precautionary, like unusual activity. Contact support and we'll review your situation.
Can you tell me exactly what triggered it?
We can share the general reason and how to fix it, but not the details of our security checks.