If you entered the wrong password several times or you see a message saying that your account has been permanently suspended, here are the steps to follow based on the exact message displayed on your screen:
1. Message: “Unlock your account”
Attention! If the message you see is this one, you do not need an account review, so there is no need to contact support.
This notice appears when the system blocks access after several failed attempts to enter the password. It is an automatic protection measure.
What should you do? To regain access immediately, please go to the following article and follow the indicated steps: 👉 My account has been locked because I entered my password incorrectly many times. What should I do?
2. Message: “Your account has been permanently suspended”
If you see this message, it means your account has entered a manual review process and cannot be used at the moment.
This usually happens for security reasons, due to a prolonged period of inactivity, or to verify compliance with our Terms and Conditions.
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What should you do? You can reactivate it directly through the chat with our bot.
You just need to enter the chat and select the category “Registration / Login Issues”.The bot will ask you for the following information:
- Username
- Email address
- Date of birth
- Identity number (DNI/ID)
Once you complete the information correctly, exactly as it appears in our systems, your account will be unlocked immediately.
It is important that the information provided matches exactly what is registered on your account.