There are three reasons why a Lydia account may be blocked:
- The customer has entered the wrong password too many times (most common).
- Lydia has locked the account for security reasons.
- The customer has chosen to block the account and wishes to regain access.
Scenario 1: unlocking the account and recovering the password
Customers who blocks their account because they entered their password incorrectly must follow the unblocking procedure :
The customer must open the application and enter his phone number. After verification of the number entered (automatically or using a code/link received by SMS), the customer can click on "A problem? Need help?" and then "I've forgotten my password". Then, they just need to follow the instructions on the screens.
Once the unblocking procedure has been completed, the customer must wait to receive the email from Lydia and then click on the link contained in this email. He will then be automatically redirected to the application's home screen.
Scenario 2: the account was blocked by Lydia
Lydia may temporarily block access to a customer'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 can also contact customer service to unblock the situation.
Scenario 3 : the account was blocked by the customer
Customers can choose to block their Lydia account themselves from the "Security" screen.
If they wish to regain use of their account, they must follow the unblocking procedure described above or contact customer service.