If you can no longer log in to your account, there may be several reasons:
1. Have you forgotten your password or email address?
If you have entered an incorrect password several times, your account may be temporarily locked for security reasons.
Click “ Forgot your password or email address?” below the login form. This option also appears after three failed login attempts.
You can then:
- Reset your password by email, if you know the email address linked to your account and still have access to it.
- Identify yourself with itsme to choose a new email address and a new password.
If you change your email address, a validation link will be sent to the new address: click it to validate it. A notification will also be sent to the old address.
Recovery via itsme remains available for excluded, suspended, or blocked accounts, but does not lift the restrictions applied to your account.
2. Do you have an active Self-Exclusion?
If you have activated a self-exclusion, access to your account is blocked for the entire duration of this exclusion.
In this case, it is not possible to reactivate your account before the exclusion period ends.
3. Has your account been closed?
If your account has been blocked for failing to comply with our terms and conditions, you can view them for more information.
If you would like more information, contact our customer service.
4. Do you think it is a technical issue?
A technical issue may sometimes prevent you from logging in. Our teams will always do their best to resolve the issue as quickly as possible. So don't hesitate to try again later.
5. Check your login information
The information entered (email address or password) may be incorrect.
You can log in via itsme, then check the email address associated with your account in the “Personal details” section of your profile.
If you would like to change this address, you can do so from your profile using itsme or your current password.
A validation link will be sent to your new address. Click it to validate it. A notification will also be sent to your old address.
Are you still having difficulties?
If you still cannot log in, our customer service team is available to help.