If you receive a suspension or lock notice when trying to access your account, don’t worry. Here we explain the steps to follow depending on the exact message that appears on your screen:
1. Message: “Unlock your account”
Attention! If the message you see is this one, you do not need an account review, so there is no need to contact support.
This notice appears when the system blocks access after several failed attempts to enter the password. It is an automatic protection measure.
What should you do? To regain your access immediately, please go to the following article and follow the indicated steps: 👉 My account has been locked because I entered my password incorrectly many times. What should I do?
2. Message: “Your account has been permanently suspended”
If you see this message, it means your account has entered a manual review process and cannot be used at the moment.
This usually happens for security reasons, due to a prolonged period of inactivity, or to verify compliance with our Terms and Conditions.
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What should you do? You can reactivate it directly through the chat with our bot.
You just need to enter the chat and select the category “Registration / Login Issues”.The bot will request the following information:
- Username
- Email address
- Date of birth
- Identity number (DNI/ID)
Once you complete the data correctly, exactly as they appear in our systems, your account will be unlocked immediately.
You can also request reactivation through the contact form, sending the same information and specifying that you want to unlock your account due to inactivity.
It is important that the information provided matches exactly what is registered in your account.