My Portal account is locked

  Unfortunately, the product documented here is currently only available in English.

For security reasons, our system may automatically lock the accounts of Portal users who have met certain criteria. If your Portal user account is locked, you will be prevented from signing in and accessing your account. Account locks do not affect the operation of your sites or Merchant Ids (MID) with us in any way (i.e. transactions will continue to be processed as normal). Nor do they affect the ability of other users in your organisation to access their accounts.

Below we list reasons why you may find your account locked and the next steps to take to regain access.

If you have entered an incorrect password too many times on the sign-in page

If you have entered an incorrect password too many times when attempting to sign into your account, your account will be locked automatically. To unlock your account, type your username into the text field displayed and select the "Email" option. Once confirmed, you will receive an email from no-reply@trustpayments.com with instructions on how to unlock your account.

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  Remember! You can always reset your password.

  Note for Admins: Users locked in this way are shown in Portal with status "LOCKED_OUT".

If you haven't signed into your account in over 90 days

In the interest of security, we automatically block access from accounts where the user hasn't signed in for over 90 days as these are deemed inactive. In this situation, only an Admin can unlock your account. Please contact your Admin for assistance.

  Note for Admins: Users locked due to inactivity are shown in Portal with status "SUSPENDED".

If you are an Admin and are unable to access your account, please contact our Support Team for assistance.

If your organisation's Admin manually locked your account

In this situation, only an Admin can unlock your account. Please contact your Admin for assistance.

  Note for Admins: Users manually locked by Admin are shown in Portal with status "SUSPENDED".

If you are an Admin and are unable to access your account, please contact our Support Team for assistance.

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