> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Account locked or suspended — how to regain access

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.

## Why accounts get locked or suspended

<AccordionGroup>
  <Accordion title="Too many failed login attempts">
    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.
  </Accordion>

  <Accordion title="Suspicious activity detected">
    Logins from unusual locations, rapid API calls, or other anomalous behavior may trigger an automatic security hold on the account.
  </Accordion>

  <Accordion title="Billing failure">
    If your subscription payment fails and remains unpaid past the grace period, the account is suspended until the balance is resolved.
  </Accordion>

  <Accordion title="Admin action">
    An account owner or admin manually disabled your user profile — typically when an employee leaves or a role changes.
  </Accordion>

  <Accordion title="Policy violation">
    Sending spam, violating acceptable-use policies, or breaching the terms of service can result in a suspension or permanent ban.
  </Accordion>
</AccordionGroup>

## Temporary vs permanent suspension

| Type                   | Cause                         | Can you self-recover?                           |
| ---------------------- | ----------------------------- | ----------------------------------------------- |
| **Temporary lock**     | Failed login attempts         | Yes — wait 15–30 minutes or reset your password |
| **Billing suspension** | Payment failure               | Yes — update payment method                     |
| **Admin disable**      | Team management action        | No — contact your admin                         |
| **Security hold**      | Suspicious activity           | Maybe — reset password and verify identity      |
| **Policy suspension**  | Terms of service violation    | No — must resolve with HoopAI support           |
| **Permanent ban**      | Severe or repeated violations | No — account cannot be reinstated               |

## How to unlock your account

<Tabs>
  <Tab title="Locked from failed attempts">
    <Steps>
      <Step title="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.
      </Step>

      <Step title="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](/troubleshooting/password-reset).
      </Step>

      <Step title="Log in">
        After the cool-down expires or your password is reset, log in as usual. If 2FA is enabled, have your authenticator ready.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Suspended for billing">
    <Steps>
      <Step title="Check your email">
        HoopAI sends payment failure notices to the account owner's email. Look for details about which charge failed.
      </Step>

      <Step title="Update your payment method">
        Log into the billing portal (a link is included in the failure email) or ask HoopAI support to send you a direct billing link.
      </Step>

      <Step title="Retry the payment">
        Once the new payment method is on file, retry the charge. The account is reactivated immediately upon successful payment.
      </Step>

      <Step title="Verify your data">
        After reactivation, spot-check your contacts, workflows, and campaigns. Data is preserved during billing suspensions but automations are paused.
      </Step>
    </Steps>

    <Warning>
      Accounts suspended for non-payment for more than **90 days** may have their data permanently deleted. Resolve billing issues promptly.
    </Warning>
  </Tab>

  <Tab title="Disabled by an admin">
    Your account owner or admin has deactivated your user profile. This is common when:

    * You've changed roles within the organization.
    * You left the company and the admin revoked access.
    * An admin accidentally disabled the wrong user.

    **What to do:** Contact your account admin or owner directly and ask them to re-enable your profile under **Settings** > **My Staff**.
  </Tab>

  <Tab title="Security hold">
    <Steps>
      <Step title="Reset your password">
        Go to the login page and use **Forgot Password** to set a new, strong password.
      </Step>

      <Step title="Check for unauthorized access">
        Once logged in, review your recent activity, connected integrations, and API keys. Revoke anything you don't recognize.
      </Step>

      <Step title="Enable 2FA">
        If you haven't already, enable two-factor authentication to prevent future unauthorized access.
      </Step>

      <Step title="Contact support if still locked">
        If the password reset doesn't lift the hold, contact HoopAI support with your account details for manual review.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Policy violation">
    If your account was suspended for a policy violation, you'll receive an email from HoopAI explaining the specific violation.

    <Steps>
      <Step title="Review the violation notice">
        Read the email carefully to understand which policy was violated (spam, content policy, API abuse, etc.).
      </Step>

      <Step title="Submit an appeal">
        Reply to the notice or contact HoopAI support to appeal the suspension. Include any context or corrective actions you've taken.
      </Step>

      <Step title="Wait for review">
        Appeals are reviewed within **3–5 business days**. You'll receive an email with the outcome.
      </Step>
    </Steps>

    <Note>
      During a policy suspension, your data remains intact but all automations, campaigns, and scheduled messages are paused.
    </Note>
  </Tab>
</Tabs>

## How admins can unlock team member accounts

<Steps>
  <Step title="Go to team management">
    Navigate to **Settings** > **My Staff** (or **Team Management**).
  </Step>

  <Step title="Find the locked user">
    Search for the team member by name or email.
  </Step>

  <Step title="Re-enable the user">
    If the user was manually disabled, toggle their status back to **Active**.
  </Step>

  <Step title="Reset their password if needed">
    Click **Reset Password** to send the user a fresh login link. This also clears any failed-attempt lockouts.
  </Step>

  <Step title="Review their 2FA status">
    If the user is also locked out of 2FA, disable it from their profile so they can re-enroll.
  </Step>
</Steps>

## Preventing future lockouts

<CardGroup cols={2}>
  <Card title="Enable 2FA" icon="shield-check">
    Two-factor authentication protects against unauthorized access and reduces security holds. Set it up under **Settings** > **My Profile**.
  </Card>

  <Card title="Use a strong password" icon="lock-keyhole">
    Use a unique password with 12+ characters stored in a password manager. See [password best practices](/troubleshooting/password-reset#best-practices).
  </Card>

  <Card title="Keep billing current" icon="credit-card">
    Set up auto-pay and keep a backup payment method on file to avoid billing suspensions.
  </Card>

  <Card title="Use trusted devices" icon="laptop">
    Log in from recognized devices and networks. Unfamiliar logins can trigger security holds.
  </Card>
</CardGroup>

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="How long does a temporary lockout last?">
    Temporary lockouts from failed login attempts last **15–30 minutes**. You can skip the wait by resetting your password.
  </Accordion>

  <Accordion title="Is my data deleted when my account is suspended?">
    No. Data is preserved during suspension. However, accounts suspended for non-payment for over **90 days** risk permanent data deletion.
  </Accordion>

  <Accordion title="Can I still receive messages while my account is suspended?">
    Inbound messages (emails, SMS, calls) are still received and stored, but automated replies and workflows are paused.
  </Accordion>

  <Accordion title="I'm an admin and I accidentally locked myself out. What do I do?">
    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.
  </Accordion>

  <Accordion title="Can I appeal a permanent ban?">
    Permanent bans are reserved for severe violations. You can submit an appeal to HoopAI support, but reinstatement is not guaranteed.
  </Accordion>

  <Accordion title="Will my automations resume automatically after reactivation?">
    Workflows and campaigns that were active before suspension will resume automatically. However, any triggers that fired during the suspension period are not retroactively processed.
  </Accordion>
</AccordionGroup>