For security reasons, your account will be automatically locked after 6 failed login attempts. Don’t worry, you can reactivate it yourself by following these steps:
1. Complete your security information
When trying to log in, you will see a pop-up window. To confirm that you are the account holder, enter:
Your registered email or mobile phone number.
Your date of birth.
2. Receive the verification code
If the information matches your registration, we will send you a code (4 or 5 digits) via email or SMS.
Important: If the code does not arrive within a couple of minutes, select the option “Resend SMS” to receive a new one instantly.
3. Update your password
Enter the code on the validation screen and create a new password. Once finished, your account will be reactivated automatically.
Not receiving the code or your information doesn’t match?
If the SMS does not arrive or the system does not recognize your information, there is no need to contact support. Try these alternatives:
Choose another way: On the validation screen, click “try another way” (or "another path"). You can select to receive the code through:
Email: The code will arrive directly in your inbox.
Voice call: You will receive an automated call that will dictate the access code to you.
Still can’t log in? Use the Virtual Assistant
If none of the previous options work, our Virtual Assistant can automatically generate a new code for you:
Open the chat in our Help Center.
Enter your username and email.
Select the options: Registration/Login Issues > 2-step Verification (2FA).
The assistant will verify your identity and send you a new access code by SMS.