Reason 1 — Incorrect Username: The username you entered on the "Username" page could not be found in our system. This can happen if you have a spelling mistake in your username, added extra spaces, or are trying with the wrong username.

Reason 2 — Incorrect Phone Number or Email: Your username is correct, but the phone number or email you entered in the next step does not match the verified contact information on your account.

Step 1 — Re-enter your username carefully. Make sure the capitalization, spelling, and numbers are all correct.

Step 2 — If your username is correct, make sure you are entering the exact phone number or email that you used when registering your account.

Step 3 — If you cannot remember your username or registered contact details, please let us know and we will connect you with our expert team. Our team will verify your identity and help resolve your issue.

You have already successfully submitted a password reset request, meaning an OTP has been sent to your phone or email. However, you are trying to request a new OTP again within 15 minutes without using the first one. For security reasons, the system does not accept multiple reset requests within a short period of time.

Step 1 — First, check your phone's SMS inbox or email inbox. The OTP from your previous request may still be valid and ready to use.

Step 2 — If you did not receive the OTP, wait 15 minutes and then try again.

Step 3 — If you are still facing issues after 15 minutes, please let us know and we will connect you with our expert team. Our team will verify your identity and help resolve your issue.

You entered the correct username but then attempted to reset your password using the wrong phone number or email multiple times in a row. After several failed attempts, the system has temporarily blocked this option on your account. This is an automatic security measure to protect your account from unauthorized access.

Step 1 — Wait for the cooldown period shown on the screen. Once it ends, you can try again.

Step 2 — Before trying again, make sure you are entering the exact phone number or email that was registered on your account.

Step 3 — If you cannot remember your registered phone number or email, please stop trying and let us know. We will connect you with our expert team who will verify your identity and help resolve your issue. Please note that repeatedly entering incorrect information may result in a longer lockout period.

You entered the correct username and tapped Continue, but your account does not have a verified phone number or email linked to it. In order to reset your password, the system needs a way to send you an OTP. Since there is no verified contact information on your account, the system cannot proceed. Self-service account recovery is not possible in this situation.

In this case, please let us know and we will connect you with our expert team. Our team will verify your identity and help unlock your account.