Thank you for visiting our Community Forum. For anything community-related please visit our SMB Network ( or Resource Hub ( For support inquiries please visit

Your account has been locked – please contact us to unlock the account.

I forgot my password and could not remember my secure answer. Now my account has been locked. They are not replying my query. Anybody here to help me?

Best Answer


  • eduardoescdel
    eduardoescdel Member Posts: 6
    Did you manage to get over this situation? I have the same problem and i can't find a way to contact payoneer sopport, the contact form seems to send only automated answers and there is only a "30 minutes block" option, in the form.
  • khalidshaikh
    khalidshaikh Member Posts: 3
    I have also same situation and I have forgotten my password but email ID is remembered. But Payoneer Customer Care Support Officers are not resolving the issue

    Mohammad Khalid Shaikh
    University of Sindh
  • hossainmahbub
    hossainmahbub Member Posts: 2
    Did you manage to get over this situation? I have the same problem and i can't find a way to contact payoneer sopport, the contact form seems to send only automated answers and there is only a "30 minutes block" option, in the form.
  • When your account has been blocked due to an unsuccessful number of login attempts and it gives the "30 Minute" message, please try and reset your password. If this occurs while trying to reset the password, please make sure you are entering all the correct details. This includes making sure you have selected the phone number you used upon registration and the correct security answer. Should the account be blocked with no time limit mentioned and just a mention to contact our support center, please give our support and security teams a few business days to review your issue and your account.
  • mariamaria
    mariamaria Member Posts: 2
    My account has been locked because I forgot the security question. I have sent the customer support an email regarding my concern but all I got is automated reply. I have transferred some fund from my freelance job to payoneer and this is my first time doing it. You have live chat support but it doesn't work for those who have locked account? Though I accept that I am at fault for forgetting my seccurity question, but that doesn't excuse your customer support for not delivering quick response and action to complaints.
  • [Deleted User]
    [Deleted User] Posts: 218
    The user and all related content has been deleted.
  • crkrisky
    crkrisky Member Posts: 3
    edited May 2017
    > @Aaron_Payoneer said:
    > @mariamaria, It sounds like you took the right first step by sending an email to Payoneer Customer Care. The automated email you received is designed to help by giving you information that may assist you and asking for more information from your to help the Customer Care team get a better idea of what is going on. If the email did not provide the solution to your problem, it is important to reply to the automated email so a live Customer Care agent can view your inquiry assist.

    @Aaron_Payoneer I have same issue. I sent mail then i got an automated reply. after replyibg that mail I am still waiting for my account to be unlocked.
  • applesnh3
    applesnh3 Member Posts: 3
    its been over a week and i would have contacted support via email at least 4 times and haven't had a single response, my password no longer works and it seems there is bugs that wont allow me to reset.

    i cant access chat because i cant log in, this is real frustrating because its a simple fix if only someone from payoneer would respond
  • junaidsaleem
    junaidsaleem Member Posts: 1
    same have problem with me to my account is also locked due to multi-pal fail login and forget security answer
  • Alfredo56
    Alfredo56 Member Posts: 1
    I have my account blocked from 20 days every day sending insidencia mail, the automatic says it fixed in 30 minutes and nothing, still blocked, notified 20 times to Payonner. Please what should I do ??
  • mar5ba
    mar5ba Member Posts: 1
    I have the same problem, password reset is not working. Securiy questions asked is NOT the one I signed in with. Payoneer customer support is NOT responding. It is obvious this is major issue, when will this be resolved??? I can't have account inaccessible for weeks!!
  • Adam_Payoneer
    Adam_Payoneer Administrator Posts: 1,021 ✭✭✭✭✭✭✭
    edited May 2017

    Hey guys,

    While there are multiple reasons to why your online access may be locked, the most common reason this happens is due to the account holders multiple failed attempts. I have also locked my accounts more times than I can count. My only comfort in this case is the term "we are only human..." which comes to mind.

    • If the message you received states that your account was 30 minutes, don't pull out your wrist watch and count the seconds as I can promise you that this is one of the reasons why a hard lock follows. I recommend you go about your day and come back within 1-2 hours to give it another go.

    • If your attempts led to a hard lock, in this case you need to contact Payoneer support. If you contact via email, make sure to reply to an automated response if you receive it. These responses are designed to obtain additional information or give you helpful answers. Regardless of whether the answer is helpful, useless, inspiring or pointless, replying to that automated response will ensure that a live representative will get back to you as soon as possible to assist you in the reset.

    One last thing to remember, if you have a card or an bank transfer payment service set up with a mass payout company that pays through Payoneer, your ability to access the funds and/or have it transferred is not affected.

    Hard locks due to failed multiple attempts only affect your ability to log into your online Payoneer account and utilize the extra features that are offered.

    Happy and willing to answer general questions.

    For any inquiries directly associated to your Payoneer account, please contact Payoneer's Customer Care Support Center.

  • Eminentpal
    Eminentpal Member Posts: 0
    Please my account was locked because I failed to answer security question! Please since I replied the automatic mail they are yet to reply me, my reference number is Reference Number: 170630-007336

    Kindly assist me as I need to use the account to transfer funds urgently!
    Thank you!
This discussion has been closed.