This guide helps with
- Understand why accounts lock and why it protects you
- Wait out a temporary lock the simple way
- Reset your password to clear the issue for good
- Avoid triggering another lock
- Know when to ask us to unlock it for you
3 min read
What's happening
If you have seen a message saying your account is locked, take a breath — nothing is lost. Locking is an automatic security measure that kicks in after several incorrect password attempts. It is there to stop anyone else trying to guess their way into your account.
Because it is temporary in most cases, the simplest fix is often just to wait a little while.
Try this first
- Stop entering your password — more attempts can extend the lock.
- Wait a short while, then try again with the correct password.
- If you are not certain of your password, don't keep guessing. Reset it instead.
Step by step
- Close the login page and wait a little while before returning.
- When you come back, use the Forgot password link to set a new password. A successful reset usually clears the lock as well.
- Sign in with your new password, typing it carefully.
- If your browser offers to save it, accept so you don't trigger another lock by misremembering it.
Who to contact
If your account stays locked after waiting and resetting your password, contact us through the Help Centre. We can verify who you are and unlock the account manually. You won't lose any details, and your balance and any arrangement remain unaffected.
Good to know
- A lock is a security measure, usually triggered by repeated wrong passwords.
- Most locks clear on their own after a short wait.
- Resetting your password is the surest way to get back in.
- Contact the Help Centre if the lock persists.
FAQ
How long does a lock last?
Temporary locks usually clear after a short period. The exact time can vary, so if you are in a hurry, resetting your password is the fastest route back in.
Does a locked account mean something is wrong with my debt?
No. Locking only affects how you sign in to the portal. It has no bearing on your balance, your account status or any payment arrangement.
Will resetting my password unlock the account?
In most cases, yes. A successful password reset typically clears the lock at the same time. If it doesn't, contact the Help Centre.
Still stuck? Our team is happy to help you sort it out.