Why is my account locked and what can I do about it?
If you can't log in and you're seeing a message that your account is locked, this article explains what it means and what you can do next.
Why your account may be locked
We may temporarily lock or restrict an account to help keep your money and your information safe.
Common reasons may include:
- Several unsuccessful sign-in attempts
- A password reset that didn't complete properly
Before you start
- Be ready to take a call on a phone where you can speak privately.
- Be ready to answer several verification questions so that we can confirm your identity.
Step 1: Wait and try again
If you've just had trouble logging in, wait about an hour and then try again. In some cases, the lock will clear on its own.
Step 2: Try resetting your password
If you're still locked out, resetting your password may help. See How to update or reset your password.
Step 3: Call our support team
If waiting and resetting your password don't work, please give us a call. We can't unlock accounts by email or chat - we need to verify your identity over the phone first.
- Phone: 1800 982 418
- International: +61 7 5619 5700
- Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday
What happens next
- We'll ask you a few verification questions to confirm your identity.
- In many cases, we can unlock your account during the call.
- Sometimes we may need to look into things a little further. If that happens, our team will explain the next steps and keep you updated.
- You don't need to do anything else while we're reviewing. We'll be in touch.
Payments or transfers already in progress
Any payments or transfers you've already set up will usually continue as planned. In some cases we may contact you for more information before they're released. If you'd like to change or cancel one, let our team know when you call and we'll help you sort it out.
Funds stored in your Send account
If you have money in your Send account, please contact us. Our team will talk you through your options and what needs to happen next.
Common questions
I just typed my password wrong a few times - is my account locked forever?
- Not necessarily, account may be temporarily locked after several unsuccessful sign-in attempts. First, try resetting your password. If you still can't access your account, contact our support team for help.
Can I get more information about my account status?
- Contact Support. For security reasons, we need to verify your identity before discussing account-specific details. Once verification is complete, our support team can review the account status and explain the next steps available to you.
I can't call during your support hours - what can I do??
- Identity verification is completed by phone during support hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday. If you're unable to call during these hours, email us at info@sendpayments.com and our team can discuss the next steps with you.
I noticed unusual activity on my account, what should I do?
- If you notice unusual activity or believe someone may have tried to access your account, contact our support team as soon as possible so we can help review it.
- We also recommend resetting your password and checking that your email account is secure.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday