There are three reasons why a Lydia account may be blocked:
- The user has entered the wrong password too many times (most common).
- Lydia has locked the account for security reasons.
- The user has chosen to block the account and wishes to regain access.
If the user has forgotten their login details, see the page "Unable to connect to the application".
Scenario 1: the user wants to unblock the account and recover the password
The security of users and transactions on Lydia is paramount. To avoid any risk of fraud or identity theft, we verify the identity of each user.
Lydia therefore asks users to record a "video selfie" to recover their password. Here's how to do it:
⚠️Warning⚠️ It is essential to make sure the Lydia application is up-to-date by going to the App Store or Play Store.
Users must open the app and enter their telephone number. Once the phone number has been validated using the code or link received by text message, users can click on "Access my account".
Then simply follow the instructions on the screens.
Once the unblocking procedure has been completed, the user must wait to receive the email from Lydia, then click on the button included in the email ("Connect to Lydia") and choose a new password.
⚠️ Please note: to guarantee Lydia's security, the videos are analyzed by... humans! It therefore takes an average of 24 to 48 hours to receive the unblocking email.
Scenario 2: the account was blocked by Lydia
Lydia may temporarily block access to a user's account for several reasons:
- limited use of services (payments, transfers), which requires an identity verification
- atypical behaviour that could indicate fraudulent uses of the account by a hacker
Users are immediately notified by email of the reasons of the blocking and how to unblock the account. Users need to contact the customer service to unblock the situation (by writing to hello@lydia.me).
Scenario 3 : the account was blocked by the user
Users can choose to block their Lydia account themselves from the "Security" menu. They must then scroll to the bottom of the page and click on "Block my account". If they wish to regain use of their account, they must follow the unblocking procedure described above or contact the customer service (by writing to hello@lydia.me).