Account locking is a security measure designed to protect you from unauthorized access. This guide explains why your account may be locked and how to reactivate it using your verified phone number or email address.
(A mobile screenshot showing a blue padlock icon symbolizing security. Below the a message says “Lock! Account locked due to invalid login attempts. Please contact CS for assistance.”)
Why your account may be locked
Your account can be locked for these reasons:
Incorrect password: If an incorrect password is entered three or more times, your account locks automatically for security.
New account verification: Newly created accounts may be temporarily locked during standard verification checks.
Note: When your account is locked, you cannot log in, but all data remains secure.
The methods to reset your password and unlock your account are given below:
You can unlock your account by completing the password reset process using the "Forgot Password?" option. Once the password is reset, your account will become active immediately. You can reset your password in two ways. Below are the two methods for password reset:
Method 1: Reset Using Your Phone Number
On the login page, click "Forgot Password?"
A new page will appear — enter your "Username" and click the "Next" button
From the "Choose Your Method" page, select the "SMS" option
A new page will appear — enter your "Phone Number" (omit the leading 0, enter the remaining 10 digits)
After entering your phone number, click the "Reset Password" button below
You will receive an OTP (temporary password) via SMS or WhatsApp
Use the OTP with your username to log in within 15 minutes, otherwise the code will expire
After logging in, set a new password of your choice
[Image description: The image shows how you can request a Forgot Password using a "Phone Number"]
Note: You can request an OTP code a maximum of five times per day. If this limit is exceeded, please try again after 24 hours.
Method 2: Reset Using Your Email Address
On the login page, click "Forgot Password?".
A new page will appear — enter your "Username" and click the "Next" button.
From the "Choose Your Method" page, select the "Email" option.
A new page will appear — enter the "Email" address you used for your account.
After entering your email, click the "Reset Password" button below.
After clicking the Reset Password button, an OTP (temporary password) will be sent to your email inbox. If it does not appear, check your Spam or Promotion folder.
Use the OTP (temporary password) sent to you, along with your username, to log in to your account within 15 minutes, otherwise the code will expire.
After logging in, you will be prompted to set a new password. Set a new password of your choice (which you will use to log in to your account in the future).
[Image description: The image shows how you can request a Forgot Password using "Email"]
Summary: If you want to reset your password using your phone number, you need to select “SMS”. And if you want to reset your password using email, you need to select “Email”.
Manual Account Unlock Process
If you have waited for a long time and still have not received an OTP (temporary password) and are unable to unlock your account, please let us know — we will connect you with our Specialist Team and they will manually unlock your account for you.
After being connected with our Specialist Team, explain that your account is locked or that you are not receiving the code.
Our Specialist Team will properly verify your issue and manually unlock your account.
Important: For your security, manual reset is available only after successful verification.
Common Reasons for Manual Reset:
Your phone number or email is not verified, so you are unable to request a password reset.
You have made more than three failed login attempts and your verification data is incomplete.
You have been waiting for a long time but are still not receiving the OTP.
Watch Video Guide
For a visual walkthrough of the reset process:
To see the process on mobile, click here – shows the steps on Baji Live mobile login page.
To see the process on computer, click here – shows how to reset your password on desktop.