Password Reset Issue (Error U0014) — Detailed Guide
If you see the “Unable to continue” message along with Error Code: U0014 while resetting your password, it means a security restriction has been activated on your account.
[On screen, you may see this message: “We're unable to verify your information at this time. Please contact customer support if you need further assistance.”]
Why does Error U0014 occur?
This issue usually happens due to two main reasons:
1️⃣ Account Verification Not Completed (Most Important Reason)
To reset your password, your account information must be fully verified.
If your account has any of the following issues:
Registered phone number is not verified
Email is not verified
Any information does not match the system records
Then the system cannot confirm your identity, and Error U0014 will be shown.
In this case, you cannot reset the password by yourself.
Solution:
Please inform us, “Account is not verified, so you are unable to unlock it.” Then we will directly connect you with the Expert Team. Our team will verify your identity and assist you in resetting your password.
Important: If your account gets locked while it is unverified, you will not be able to verify the account yourself until the account is unlocked. Therefore, you must take help from our Expert Team and get your account unlocked through them.
2️⃣ Multiple Password Reset Attempts in a Short Time
If you use the Forgot Password option repeatedly within a short period of time, the system may detect it as suspicious activity.
As a result, the reset option is temporarily blocked for security reasons, and Error U0014 is shown.
Solution (In This Case):
Close the error message by tapping the Close button
Wait at least 15 minutes
Then try again using the Forgot Password option
If the Problem Still Continues
If you still see Error U0014 even after 15 minutes, it means the issue is related to verification or account restriction. In this case, you must contact the Expert Team for assistance.