Why was my account blocked and how can I have it unblocked?

What types of blocks are there?

1.Soft lock – you still have access to your account but cannot make calls and cannot view your financial information or other sections. After one day, you will no longer be able to log in until the account has been unblocked.

2. Hard lock – you immediately lose all access to your account. Reactivation is rarely possible.

3. Incorrect login credentials – you also no longer have access to your account. Reset your login credentials if you can’t remember them.

1. Softlock

Why was I blocked in this case?

The softlock is used to protect your data (so that no one can view your finances or make changes to your account), to protect customer data and to protect access to the projects. In this case, the system has detected that someone has logged into the account from a country that is not stored as a work or billing address.

What can I do if I can access my account but cannot make a phone call?

In this case, our legal department has sent you a request to make a statement in your account. You will see it directly after logging in. It is marked in red. Please submit this statement so that our colleagues from the legal department can unblock you again after checking. Please use Google Chrome or Microsoft Edge to avoid technical problems.

2. Hardlock

 What should I do if my account has been hard locked? 

f you can no longer access your account at all and have been completely blocked from logging in, there is usually a legal reason for the restriction. Alternatively, your account may have been locked to protect your personal data.

Please inform your project contact person or team lead as soon as possible.

If you do not have a contact person available, please reach out to Talent Support.

If you have not received an email from our Legal Department explaining the reason for the lock, please contact Talent Support as well. They can check with the responsible team on your behalf.

3. Login credentials incorrect

•  1. You forgot your password

  Please use the password reset function in Google Chrome or Microsoft Edge.

  You will receive a password reset email in your email account.

  Be sure to check your:

  • Inbox
  • Spam folder
  • Junk folder

  For more information, see the Knowledge Base article:

  "I forgot my password. What should I do?"

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  2. You no longer have access to your authenticator app

  You can reset your two-factor authentication during the login process.

  For detailed instructions, see the Knowledge Base article:

  "I no longer have access to my two-factor authentication. What can I do?"

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  3. Your email address is no longer up to date

  You are responsible for keeping the email address in your account current.

  To change your email address:

  1. Log in using your current email address.
  2. Open your Account Settings.
  3. Enter and save your new email address.

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  4. You have not logged in for more than a year

  If you have been inactive for more than one year, your account may have been deactivated automatically.

  Before deactivation, the system sends an email notification after one year of inactivity. If no response is received, the account may be disabled.

  Unfortunately, in this case the old account cannot be reactivated

  If this happens, you will need to create a new account.