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.
Important: This guide applies to locked accounts or forgotten passwords. If you have forgotten your username, please contact a Customer Support Specialist for help.
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?".
Click the "Phone" tab.
Enter your username and verified phone number (omit the leading zero ‘0’).
After entering your username and phone number, click the "Reset Password" button below.
After clicking the reset password button, you will receive an OTP (One-Time Password) via SMS or WhatsApp.
Use the OTP 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. Now set a new password of your choice (this will be used for your future logins).
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 "Forgot Password?" page, click the "Email" tab.
Enter your username and verified email address.
After entering your username and email, click the "Reset Password" button below.
After clicking the reset password button, an OTP will be sent to your email inbox. If it does not appear, check your Spam or Promotion folder.
Use the OTP 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. Now set a new password of your choice (this will be used for your future logins).
Manual Account Unlock Process
If you are unable to unlock your account or do not receive the code after several attempts, 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 is not verified, so you are not receiving OTP codes.
You have made more than three failed login attempts and your verification data is incomplete.
You are not receiving the OTP even after trying many times.
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.