There are three reasons why a Sumeria account can be blocked:

  1. The customer has entered the wrong password too many times (most common);
  2. Sumeria has locked the account for security reasons;
  3. The customer has chosen to block the account and wishes to regain access.
If the account is not blocked, but the customer is having difficulty logging in, click here.

Scenario 1: Unlocking the account and recovering the password

The customer who blocks his account because he has entered the password incorrectly must follow the unblocking procedure :

When an account is deemed sensitive, customers are asked to take a video selfie to recover their password. Fast and secure, this is the best way for Sumeria to verify the customer's identity. To find out more, click here.

The customer must open the app and enter his telephone number. Once the phone number has been validated using the code or link received by text message, the customer can click on "Access my account".

Then, he has to follow the instructions on the screens.

Once the unblocking procedure has been completed, the customer must wait to receive the email from Sumeria, then click on the button contained in this email and choose a new password in app.

⚠️ To be noted: to guarantee accounts security, the videos are analysed by... humans! It therefore takes an average of 24 to 48 hours to receive the unblocking email.

The link received is valid for 24 hours and can only be used from the mobile device used to record the video selfie. After 24 hours, customers will need to repeat the operation.

Scenario 2: the account was blocked by Sumeria

Sumeria may temporarily block access to a customer's account for several reasons:

  • Limited use of services (payments, transfers, etc.), which requires an identity verification;
  • Atypical behaviour that could indicate fraudulent uses of the account by a hacker.

The customer is immediately notified by email of the reasons of the blocking and how to unblock the account. He can also contact the customer service to unblock the situation (by writing to contact@sumeria.eu).

Scenario 3 : the account was blocked by the customer

Customers can choose to block their account themselves from the "Security and privacy" screen. They must then scroll to the bottom of the page and click on "Block my account". If they wish to regain use of their account, they must follow the unblocking procedure described above or contact the customer service (by writing to contact@sumeria.eu).

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