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My Account is Locked

Your account will be temporarily locked after multiple failed login attempts. This is a security measure to protect your information — you can wait out the lockout or reset your password to regain access immediately.

Why Your Account Gets Locked

If you enter an incorrect password multiple times, your account is locked automatically to protect your information. After 3 failed login attempts, your account is locked for 30 minutes. You can wait out the lockout period or reset your password right away.

Step-by-Step: Reset Your Password

  1. Click "Can't Login?" on the Login Screen
    Below the password field on the login page, click Can't login? to begin the password reset process.

  2. Enter Your Email Address
    Enter the email address associated with your Facilipay account and submit the form.

  3. Check Your Inbox
    Look for a password reset email from Facilipay. If it does not arrive within a few minutes, check your spam or junk folder.

  4. Click the Reset Link
    Open the email and click the reset link provided. This will take you to a secure page to create a new password.

  5. Set a New Password
    Enter your new password, re-enter it in the confirmation field, and save. You can now log in with your updated credentials.

Additional Security Measures

Your account may also be subject to additional security restrictions in certain situations:

  • Login from a new country: You may be prompted to complete a CAPTCHA if a login attempt is detected from an unfamiliar location.

  • Repeated failed attempts: After 5 failed attempts with the same username, your account may be locked for 30–60 minutes.

  • High-volume failed attempts: After 10 failed attempts across any username, the IP address may be blocked for 1–3 hours as a fraud prevention measure.

Tips & Best Practices

  • Use a strong, unique password: Avoid reusing passwords from other services to keep your account secure.

  • Save your credentials securely: Consider using a password manager to avoid lockouts caused by forgotten passwords.

  • Still locked out? If you cannot resolve the issue through the reset process, contact support@facilipay.io.