After several failed sign-in attempts, we temporarily lock the account. It’s a deliberate protection — it stops someone guessing at your password — and it’s straightforward to clear.
Getting back in
- Wait the short lock-out period, then try again with the correct details.
- If you’re unsure of your password, use reset password rather than guessing again.
- Complete any two-factor step with a working device or a backup code.
If it stays locked
If the lock persists or you can’t reset, contact support. We’ll verify you’re the account holder and restore access — that verification is the safeguard, so it’s in your interest that we do it properly. A recurring lock-out you didn’t cause could mean someone else is trying your account; if so, change your password, turn on two-factor authentication and review your devices.
Whenever a change touches money, access or your company’s data, we verify the request is genuinely from an authorised person before we act. We will never ask you to confirm full security details by email or phone to release information or push through a change — if a message pressures you to do that, treat it as suspicious and contact us to check.
See also: Account login problems and how to fix them, How to reset your account password, I can’t sign in to my account.