Introduction
If your account has been locked, it is usually because the location selected in your profile does not match the IP address you are currently using. This can happen when you are travelling, using a VPN, switching between mobile data and Wi-Fi, or connecting from a different network than usual.
Why your account was locked
For security and compliance reasons, we may lock accounts when we detect a mismatch between the selected location in your profile and your IP address. This helps protect accounts from unauthorised access and ensures location-based settings remain accurate.
How to restore access
To restore access, provide a reason for the IP address mismatch and wait for further instructions from support. Include as much detail as possible so we can review your account quickly.
- Submit a request to support from the email address linked to your account.
- Explain why your IP address does not match your profile location, for example travel, remote working, or a network change.
- Include any relevant account details requested by support.
- Wait for support to confirm the next steps before trying to log in again.
What to include in your explanation
- Your current location and the location selected in your profile
- Whether you are travelling, using a VPN, or on a different network
- The date and time you noticed the lockout
- Any error message shown when you try to sign in
Need help?
If you are unable to restore access, contact support for assistance. Our team will review the mismatch and advise you on the next steps.