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If you’re seeing a “locked,” “suspended,” or “disabled” message when trying to log into HoopAI, this guide explains why it happened and how to get back in.

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Why accounts get locked or suspended

After 5 consecutive incorrect password attempts, HoopAI temporarily locks the account to prevent brute-force attacks. This is automatic and lifts on its own after a cool-down period.
Logins from unusual locations, rapid API calls, or other anomalous behavior may trigger an automatic security hold on the account.
If your subscription payment fails and remains unpaid past the grace period, the account is suspended until the balance is resolved.
An account owner or admin manually disabled your user profile — typically when an employee leaves or a role changes.
Sending spam, violating acceptable-use policies, or breaching the terms of service can result in a suspension or permanent ban.

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Temporary vs permanent suspension

TypeCauseCan you self-recover?
Temporary lockFailed login attemptsYes — wait 15–30 minutes or reset your password
Billing suspensionPayment failureYes — update payment method
Admin disableTeam management actionNo — contact your admin
Security holdSuspicious activityMaybe — reset password and verify identity
Policy suspensionTerms of service violationNo — must resolve with HoopAI support
Permanent banSevere or repeated violationsNo — account cannot be reinstated

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How to unlock your account

1

Wait for the cool-down

Temporary locks lift automatically after 15–30 minutes. Do not attempt to log in during this period, as each failed attempt restarts the timer.
2

Reset your password

If you’re unsure of your password, use the Forgot Password flow instead of waiting. This unlocks the account immediately once you set a new password. See the password reset guide.
3

Log in

After the cool-down expires or your password is reset, log in as usual. If 2FA is enabled, have your authenticator ready.

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How admins can unlock team member accounts

1

Go to team management

Navigate to Settings > My Staff (or Team Management).
2

Find the locked user

Search for the team member by name or email.
3

Re-enable the user

If the user was manually disabled, toggle their status back to Active.
4

Reset their password if needed

Click Reset Password to send the user a fresh login link. This also clears any failed-attempt lockouts.
5

Review their 2FA status

If the user is also locked out of 2FA, disable it from their profile so they can re-enroll.

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Preventing future lockouts

Enable 2FA

Two-factor authentication protects against unauthorized access and reduces security holds. Set it up under Settings > My Profile.

Use a strong password

Use a unique password with 12+ characters stored in a password manager. See password best practices.

Keep billing current

Set up auto-pay and keep a backup payment method on file to avoid billing suspensions.

Use trusted devices

Log in from recognized devices and networks. Unfamiliar logins can trigger security holds.

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Frequently asked questions

Temporary lockouts from failed login attempts last 15–30 minutes. You can skip the wait by resetting your password.
No. Data is preserved during suspension. However, accounts suspended for non-payment for over 90 days risk permanent data deletion.
Inbound messages (emails, SMS, calls) are still received and stored, but automated replies and workflows are paused.
If you’re the only admin, contact HoopAI support for manual recovery. If there’s another admin or account owner, ask them to reset your access.
Permanent bans are reserved for severe violations. You can submit an appeal to HoopAI support, but reinstatement is not guaranteed.
Workflows and campaigns that were active before suspension will resume automatically. However, any triggers that fired during the suspension period are not retroactively processed.
Last modified on March 6, 2026