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

Customers who blocks their account because they entered their 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.

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

Then, they just need to follow the instructions on the screens.

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

⚠️ Note: to guarantee accounts security, the videos are analyzed 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

Customers are immediately notified by email of the reasons of the blocking and how to unblock their account. They can also contact the customer service to unblock the situation (by writing to

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

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