Customer locked out of account or unable to complete two-factor authentication.
Account & LoginVerified: Jul 14, 2026
Resolution Steps
- Confirm the customer's identity before taking any account action — verify name, last 4 of card, and account PIN.
- Determine the specific lockout reason: wrong password, 2FA device lost, or account suspended.
- For password reset: send reset link to the primary email on file and confirm the customer has access to it.
- If primary email is inaccessible, check for a recovery phone number or backup email on the account.
- For 2FA issues: if the customer has lost their authenticator device, use backup codes if they were saved.
- If no backup codes exist, initiate the account recovery process — requires identity verification.
- Account recovery via identity verification takes 24–48 hours; set expectations clearly.
- For suspended accounts: check the suspension reason — billing hold vs. Terms of Service violation.
- Do NOT bypass 2FA or identity verification for any reason — this is a security requirement.
Say This
"I can absolutely help you get back into your account. Before I make any changes, I need to verify your identity — this is to protect your account security. Can you confirm [name on account], [last 4 digits of card on file], and your account PIN? [after verification] Thank you — I've confirmed your identity. Now let's get you back in. [for password reset] I'm sending a password reset link to [email on file] right now. You should receive it within 2 minutes — please check your spam folder if you don't see it. [for 2FA issue] I understand losing access to your authenticator is really frustrating. I'm going to start our account recovery process for you. I want to be upfront — this takes 24–48 hours because we need to verify your identity through a separate process to keep your account secure. I'll note everything on your account so the team knows to prioritize this."
Quick Links
Escalate When...
- Customer cannot pass identity verification — do not grant access; escalate to account security team.
- Account shows signs of unauthorized access (unfamiliar purchases, changed contact info).
- Account is suspended for Terms of Service violation — escalate to Trust & Safety.
- Customer reports their account was taken over — treat as fraud; escalate immediately.
- Customer is a business requesting access to a deceased employee's account — legal process required.