Overview
Password and Access explains how to update your password, recover access if you’re locked out, and understand why an account may be restricted.
These measures are in place to protect your account and personal information.
Managing your password
Your password helps protect access to your account and can be updated at any time.
Changing your password
1. Go to Menu → Account Details → Change Password
2. Enter your current password
3. Choose a new password
4. Save your changes
Forgot your password?
If you no longer remember your password, you can reset it from the login page.
1. Select Forgot Password on the login screen
2. Open the password reset email
3. Follow the instructions to set a new password
If you don’t see the reset email, check your spam or junk folder before requesting another one.
Access issues due to inactivity
If your account hasn’t been used for a long time, access may be temporarily restricted for security reasons.
I can’t log in due to inactivity
To restore access, a security check is required to confirm account ownership.
What information may be required?
What information may be required?
To verify your identity, you may be asked to provide:
A valid ID document (front and back)
A selfie holding your ID next to your face
Once your details are reviewed, access to your account can be restored.
Account restrictions and blocks
In some situations, your account may appear closed or blocked. If you are struggling to log in, take a screenshot of any error messages you are seeing. Our team will be able to review this with your account to help identify the problem.
My account is closed or blocked
If your account is closed or blocked, you may have already received an email explaining the reason. If you do not have an email or you cannot find it, our support team would be happy to help you further.
Account restrictions are applied to protect account security and ensure compliance with platform rules.
Important things to keep in mind
Password security: Use a strong password and avoid sharing it
Password reset emails: May arrive in spam or junk folders
Inactive accounts: Access can be restricted until ownership is confirmed
Blocked accounts: Applied for security or compliance reasons