Account locks exist to protect your company's account from unauthorised access. They are straightforward to resolve once your identity has been verified.
Temporary lock after failed sign-in attempts
If the wrong password is entered several times in a row, the account is automatically locked for a short period. This is a security measure. Wait 30 minutes and then try again with the correct password. If you are unsure of your password, use the Forgot password link on the sign-in page rather than retrying.
Lock for a security or compliance reason
In some cases, an account may be restricted pending identity verification or a compliance check — for example, if we detect an unusual sign-in from an unfamiliar location. If you receive a notification about this, respond promptly to the email from our team or contact us directly. Do not attempt to create a new account; work with us through the existing one.
How to unlock your account
- Use the Account access enquiry form and describe the situation. Include the email address registered to your account and the company name.
- Our team will contact you to verify your identity — this usually involves a call and confirmation of a few account details.
- Once verified, access is restored within one business day in most cases.
If we need to verify your identity over the phone, we will call you on the number registered to your account. We will never ask you to call a number we text you, and we will never ask for your full password. See how Credicorp verifies it is really you on the phone.
See also: I cannot sign in to my account, Keeping your portal login secure, A payment shows as failed in my portal but my bank shows it left my account.