Locked Account Recovery

Click here to log into the Account Recovery system

Click here to Track a Recovery request

Using the Account Recovery system

There are certain occasions when we may find it necessary to lock your account for security. This could be because your account has been identified as stolen, for instance. You can recover a locked account by navigating to ‘account > manage account > recover account’, or by clicking here.

On this page you will need to enter your username and then press 'Submit'.

If you have registered an email address for your account, you will be asked to provide it. If we can confirm that the provided email address has been registered and verified, we will then send a security code to the provided email address. You should copy the code from the email and enter it into the appropriate box on the account recovery form. If you have not registered an email address for your account, or if you have forgotten which address you registered, simply leave the email box blank and carry on with the account recovery process.

The account recovery form will then appear. This needs to be completed to the best of your ability. It may be the case that not all the questions are relevant to your account, but those that are should be filled in clearly and correctly. The more relevant the information we receive, the better the chance we have of determining the true owner of the account. The information you will need to provide is:

  • Your recovery answers
  • Previous passwords
  • Account creation details
  • Billing details (if applicable)
  • Contact information (if applicable)

The earlier the information you provide, the better we can identify you as the owner of the account. There is also a field for providing extra information to prove your ownership of the account. Usually, you can find your transaction ID and other billing numbers in the notification you will have received confirming your payment. For this reason, it is very important that you do not throw them away or misplace them.

If you do not know or cannot remember all your account information, please try to provide the earliest information you have for each of the categories requested. This will ensure that your request is dealt with as quickly as possible. We can only issue a new password to an account once we are satisfied that it will be returned to the correct owner.

Try to fill in as much information as clearly as possible, to increase the likelihood that your request will be successful. You will also need to supply a new password; we recommend you use a completely new password. Please read 'What is a good password?' for advice on how to do this.

Query Tracking

In order to track your account recovery request, you are given a unique ‘Tracker ID’. You can track your recovery by navigating to 'account > manage account > track recovery', or by clicking here.

Once you have entered your username, this will bring up a page asking you to enter the Tracker ID.

Type in your tracker ID and you will be told what stage your Account Recovery request is at. Please note that some Account Recovery requests may take longer to process than others.

Why has my account been locked?

If we suspect that someone other than the original owner has access to an account, we will lock the account to ensure that none of the items on the account are stolen and it is not used to deliberately break the rules. If you indicate that someone else has used your account when appealing an offence, your account will also be locked.

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