If your account is locked due to multiple attempts to use a password that has failed, you can now self serve and unlock the account yourself. If you use the password reset option and follow the authentication process this should enable you to access the account again. However, if this does not work you will need to contact us and we will resolve this issue.
If for any reason you are not receiving the one time code when you try to reset your password
- Clear the cache in your browser
- Make sure the email address typed in is accurate, with no spaces before or after the email address
- Check your spam/junk folder as occasionally the email containing your passcode can land there
- Ensure your email inbox is not full, we suggest deleting a few emails and trying again as the email might come through
If you are trying to reset your password and it does not meet the criteria
- Clear the cache in your browser
- Ensure the password matches the following criteria, paying particular attention to the special character used: Must contain a minimum of 8 characters, 1 uppercase, 1 lowercase and 1 special character (? ! @ # % & *)
- If the issue still persists, please try on a different device or browser
- If you tried doing this on the app, please try the website instead