This is what happened!
You are on the Sign in screen.
You entered your email and password.
A pop up prompted saying 'your password and email don't match'.
You have tried to re-enter email and password again for few times.
Now, you're being locked out and not able to access the app.
Did you know?
There is a security function to protect your account from unauthorised access, that said if you attempt to sign in too many times, it will lock you out from being access to the app.
If you are the real owner of your account, there is always possible to retrieve your log in credentials.
You can resolve this problem without contacting us. Just need to follow the steps below.
How to resolve the issue of 'User account is being locked'
Option 1: Come back and try again in 1-2 hours
Your user account will automatically be unlocked after 1 hour. Is it simple? You just need to wait for an hour and come back to the Sign in screen, re-enter your credentials to login.
Ensure you have correct credentials this time. You can enable reveal password on the screen by tapping on the eye icon on the password field to make sure you enter it correctly.
Option 2: Reset your password
You can always reset your password from the app in the event you have forgotten it.
Simply go to the Sign in screen, underneath the password field, there is a 'Reset password' button.
Provide the email registered with Frollo and send.
Check your inbox to see the reset password email. Ensure you check your spam inbox as well.
Reset password for your user account from the webpage and come back to the app.
Sign in with your email and new password.
If your issue is still not resolved
If you have done both options above, but you are still not be able to access the app, you can raise a ticket to us so we can assist you.
Please be in mind that due to our limited resource, it may take few days for us to get back to your support request.