There are three reasons why a Lydia account may be blocked:

  1. The customer has entered the wrong password too many times (most common).
  2. Lydia has locked the account for security reasons.
  3. The customer has chosen to block the account and wishes to regain access.
If the customer has forgotten their login details, click here.

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 :

When a customer's account is considered to be sensitive, he is required to his face for a few seconds. A video selfie of sorts. This allows Lydia's teams to check that the account holder is the one who requested the recovery. 

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.

The link received is valid for 24 hours and can only be used from the mobile device used to record the video selfie. After 24 hours, the customer will need to repeat the operation.

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.

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