In this article, we explain why your account may be blocked and how you can have it unblocked.
What types of blocking are there?
- Softlock - here you have access to the account but cannot make calls and cannot see your finances and other areas
- Hardlock - here you no longer have access to the account
- Login credentials incorrect - here you also no longer have access to the account
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 can I do if I can no longer access my account and am completely blocked?
There are usually legal reasons for such a block. Your account may also have been blocked to protect your data. In this case, please inform your contact person/team leader in the project. If you have not received an email from our legal department, please send an email to datenschutz@yoummday.com.
3. Login credentials incorrect
- If you have forgotten your password, please use the password reset function in Google Chrome or Microsoft Edge. You will then receive a reset email in your email account. Please also check your spam/junk mail folder. You can find more information about this in our knowledge base at: I forgot my password - what should I do now?
- If you no longer have access to your authenticator, you can also reset it during the login process. You can find more information on this in the knowledge base at: “I no longer have access to my two-factor authentication – what can I do?”
- If your email address is no longer active, you must update it in your account settings. Log in with your previous email address and then enter the new email address.
- If you have not logged in for more than a year, your account has been deleted by the system. In this case, you did not respond to the email sent to you by the system after one year of inactivity. If you want to continue working with us, we would be happy if you create a new account, as the old account cannot be reactivated.