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) - 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 - 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.

Updated on: 24/07/2026