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> Use this file to discover available pages before exploring further.
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# What to do if your account is blocked, put on hold, or has access issues

## Account access issues: what to do

If you're having trouble accessing your account or your tools suddenly stop working, it may be related to one of the following situations:

### 1. Suspicious usage pattern detected
Sometimes accounts are temporarily restricted because our system detects a suspicious or unusual usage pattern (for example, usage that looks automated, shared, or far outside normal individual use). If this happens:
* Support may ask you: **"How are you using our tools?"** - be ready to explain your usage (which tools, how often, from how many devices/locations).
* This check is related to our [Fair Usage Policy (FUP)](fair-usage-policy-fup-1ke95wh) - accounts are expected to be used by a single individual user, not shared or used for continuous/automated high-volume operations.
* If your usage looks unusual but is legitimate, explaining it clearly to support will help get the restriction reviewed and lifted faster.

### 2. Account on hold due to Terms of Service (TOS) violation
If you see a message saying your account has been put on hold due to a TOS violation:
* Contact support and provide your **username** so the team can look into your case.
* Explain the situation - if you believe this was a mistake, clearly describe what happened so the team can review it.

### 3. Password issues
If you simply can't log in and suspect it's a password issue, use the [password reset guide](reset-password-of-digitavision-account-mpibzt) - go to the login page, click "Forgot password?", and follow the reset link sent to your email.

### General steps to take
1. Try resetting your password first to rule out a simple login issue.
2. If the account is blocked/restricted, contact support with your username and a clear description of your recent usage.
3. Be patient - review of these cases can take some time, especially during holiday/vacation periods when response times are slower.