Unblock Account
Overview
Use Unblock Account to restore access to an account that has been locked for security reasons.
To complete this process, you must provide:
- the email verification code sent to your inbox
- the answers to your three saved security questions
- the security code generated when you originally set up your security questions
This recovery process is designed to confirm that you are the account owner before access is restored.
Quick start
- Check your email for the latest verification code.
- Enter the email verification code on the page.
- Select your three saved security questions.
- Enter the exact answers for each question.
- Enter your saved security code.
- Click Unblock My Account.
- Read the success or error message shown on the page.
Main sections / fields / actions
Email verification code
Enter the verification code that was sent to your email address.
This code is time-limited, so it should be used as soon as possible after it arrives.
Security questions
Select the same three security questions that you originally set up for your account.
Make sure you choose the correct question in each section before entering the answer.
Security answers
Enter the exact answers that you originally saved for each security question.
Answers may need to match exactly, including:
- capital letters
- spaces
- punctuation
- spelling
Security code
Enter the security code that was shown to you when you first saved your security questions.
This code is a required part of the account recovery process and should have been stored safely when it was originally generated.
Unblock My Account
Click Unblock My Account after all required information has been entered.
If everything matches, your account will be unblocked and you will see a confirmation message.
Sign Out
Click Sign Out if you want to leave the recovery process and return later.
Important guidance
All fields are required
You must complete every field on the page.
Leaving any field blank will stop the recovery process from continuing.
Use exact matches
Your security question answers and security code must match the saved records exactly.
Even small differences can prevent the account from being unblocked.
Use the latest email code
Always use the newest verification code sent to your email.
Older codes may expire or stop working once a newer code has been issued.
Keep your recovery information secure
Your verification code, security answers, and security code should never be shared with anyone.
Store them securely and only use them when recovering your own account.
What happens after success
If the information is accepted:
- your account is unblocked
- a success message appears on the page
- you can continue signing in to your account
If the process does not complete successfully, the page will show an error message explaining that one or more entries need to be checked.
Troubleshooting
I did not receive the email code
Check your inbox, spam, junk, promotions, or other filtered folders.
Make sure you are using the correct email address linked to the account.
The email code expired
Request a fresh code through the recovery process and use it as soon as it arrives.
My answers are not being accepted
Check that:
- you selected the correct questions
- each answer matches exactly what you originally saved
- there are no extra spaces before or after the text
Using a saved secure note or password manager entry can help avoid typing mistakes.
I lost my security code
If you no longer have the security code, account recovery may be much more difficult.
Contact support and be prepared to confirm ownership of the account.
I lost both my security code and my answers
Without both pieces of information, restoring access may be limited or may not be possible.
This is why it is important to store them safely when they are first created.
I still see that my account is blocked
Repeated failed attempts may keep the account in a blocked state.
If you cannot continue after carefully checking your information, contact support and provide the details of what happened.
Security and privacy guidance
Protect your recovery details
Do not share your verification code, security answers, or security code with anyone.
Store recovery details safely
Use a secure password manager or another trusted secure method to store your answers and code.
Recovery is intentionally strict
This process is designed to protect your account from unauthorised access.
FAQ
Q: What do I need to unblock my account?
A: You need the email verification code, your three saved security question answers, and your saved security code.
Q: Do all fields need to be completed?
A: Yes. All fields are required.
Q: Do my answers have to match exactly?
A: Yes. Small differences in spelling, spaces, or capital letters may cause the check to fail.
Q: Can I use an older email code?
A: It is best to use the newest code sent to you, as older codes may no longer be valid.
Q: What should I do if I lost my security code?
A: Contact support, but be aware that recovery may be limited without it.
Q: Why is the process so strict?
A: It is designed to protect your account and make sure only the true account owner can restore access.
Q: What should I send to support if I still cannot unblock my account?
A: Provide your account email, the time you tried the recovery process, a screenshot of the error message, and whether you still have your original security code.