Why is my account frozen or locked?

Don't worry—if your account is locked, it’s usually because of a security measure designed to keep your data safe. We’ll help you get it unlocked and get you back on your way.

Why did this happen?

To protect your mobile number and email address from unauthorised access, we temporarily lock accounts after several unsuccessful login attempts. This ensures your account remains secure while we wait for you to verify it's really you.

What happens next?

While your account is frozen, you won’t be able to log in, but your data stays completely safe. You should receive an email from us confirming the temporary freeze.

How to Unlock Your Account

Follow these simple steps to regain access and feel empowered to start your next journey:

1. Reset Your Password: Use the "Forgotten password" link on our website or app. Creating a new password will automatically unlock your account.

   • Requirements: At least 8 characters, including uppercase, lowercase, a number, and a special character (e.g., ! # $ %).

   • Avoid: Do not use < > " \ or spaces.

2. Check Your Connection:

   • Ensure your app is updated to the latest version.

   • If using a browser, try disabling your VPN and clearing your cache/cookies to ensure a fresh connection.

Need extra help?

If these steps don't get you moving, our team is ready to help you investigate.

• Action: Reach out to us via Live Chat.

• Our Goal: We’ll work with you to solve the issue quickly, keeping our cities accessible and your experience stress-free.

Reliability Note: Keeping your account information up to date is the best way to ensure you always have a smooth, dependable experience with us.