If you cannot get into your account, or some features have stopped working, your account has most likely been temporarily restricted. Locks are almost always resolvable. This article covers every common reason, the exact step that clears each one, and how long each usually takes.

Account locks are usually temporary. The most common cause by far is identity verification, which clears the moment you are approved. Other causes include unusual sign-in activity, multiple accounts, a Terms of Service issue, a phone or region problem, an open payment dispute, and an active self-exclusion period. Each has a specific fix, listed below. Completing verification early, using one account, keeping your payment details accurate, and turning on multi-factor authentication all reduce the chance of a future lock.

The reason determines the fix, so start by identifying it. If the app or website shows a notice or banner when you sign in, that notice is your starting point. If you cannot sign in at all, first rule out an ordinary access problem such as a forgotten password or a 2FA device change, which is covered in Logging in: password, 2FA & access issues.

If you see an "action not permitted" style error rather than a lock, that is usually a regional restriction rather than an account lock. See Regional availability & "action not permitted" errors.

If the reason still is not clear, please ask to speak to a human and our team will look into it and tell you the reason and the next step for your specific case.

This is the most common reason an account is restricted. Certain features, and sometimes the account as a whole, stay locked until you complete identity verification. Access is restored automatically as soon as you are approved, which usually takes minutes. Follow the steps in How to verify your identity (KYC), and make sure you photograph a physical government ID rather than an ID displayed on a screen.

We may restrict an account automatically to protect it, for example after sign-in attempts from an unexpected location or device. To clear this, please ask to speak to a human and our team will look into it. You will be asked to confirm some recent account details so we can establish that the account is yours. Once that is done, turning on multi-factor authentication makes this kind of precautionary lock much less likely to happen again.

BOXED operates a one account per person rule. If more than one account is linked to the same person, the additional accounts are restricted. You can still keep and use a single account. Ask to speak to a human, tell us which account you want to keep, and our team will explain the options for your case. The full policy is in Account policies: one account per person & age requirements.

Some restrictions relate to a Terms of Service matter other than multiple accounts. We can tell you the general category and what your options are, though we cannot share the internal detail of how the issue was detected. Please ask to speak to a human and our team will look into it and explain what applies to your account.

An unsupported or already-registered phone number, or a mismatch between your registered region and where the account is being used, can restrict access. If the problem is your number, check the supported formats and code delivery troubleshooting in Phone verification: supported numbers & codes. If it relates to where you are located, see Regional availability & "action not permitted" errors.

If a payment dispute (a chargeback) is currently open with your bank against a transaction on the account, the account is restricted while that dispute is live, because the funds are held by the bank rather than by us. To lift it, withdraw the dispute with your bank, then ask to speak to a human so our team can confirm the withdrawal and restore access.

If you are considering raising a dispute, please ask to speak to a human first. We can usually resolve payment issues faster directly. A chargeback typically takes 30 to 90 days to resolve. For gem purchase problems specifically, Why didn't my gem purchase go through? covers the common fixes, and Refunds: what's refundable explains what we can refund directly.

If you set a self-exclusion period on your own account, the restriction stays until the period ends and then lifts automatically. It cannot be reversed or shortened by our team under any circumstances.

Self-exclusion is not a full account lock. It blocks the features that involve spending or opening: purchasing gems, missions, subscriptions, opening boxes, Box Battles, and vending machines. Everything else stays available to you, including daily rewards, polls, site chat, withdrawals, Exchange, the Marketplace using your existing inventory, Luckback, creating boxes in the Forge, and affiliate and Forge commissions. Full detail, including the available durations and what happens to your subscription and streaks, is in Closing, deactivating, or deleting your account.

Your gem balance and your collection stay in your account while a restriction is in place. Nothing is removed or forfeited because of a lock. Once the restriction clears, everything is where you left it. Note that a restriction does not pause subscription billing, so if you expect to be locked out for a while, manage your plan through Stripe as described in Subscriptions: tiers, billing, cancelling.

Your account may be locked for a precautionary reason rather than because of anything you did wrong. Automatic protections trigger on things like unusual sign-in activity or an unverified identity, and those clear as soon as you complete the relevant step. Please ask to speak to a human and our team will look into it and tell you which category applies.

We can tell you the general reason your account was locked and exactly what you need to do to resolve it, but we cannot share the specific detail of our security checks. That limit exists to keep those checks effective, and it does not affect how quickly your case is handled.

No, our team cannot unlock an account during a self-exclusion period, and the period cannot be shortened under any circumstances. It lifts by itself on the end date. In the meantime you can still use daily rewards, polls, chat, withdrawals, Exchange, the Marketplace with your existing inventory, Luckback, the Forge, and affiliate commissions.

To restore an account restricted by an open payment dispute, contact your bank and withdraw the dispute, then ask to speak to a human so our team can confirm it and lift the restriction. A dispute typically takes 30 to 90 days to run its course through the bank, which is why raising the issue with us directly is usually the faster route.

No, you will not lose your gems or your collection while your account is locked. Your balance and inventory remain in the account throughout, and they are available again as soon as the restriction is cleared.

If you cannot reach the verification flow because of the lock itself, please ask to speak to a human and our team will look into it and make sure the verification step is available to you. The requirements and common failure fixes are in How to verify your identity (KYC).