account locked and wont stay unlocked

Technical Support
i recently replaced some parts in my computer which required me to reinstall windows and now when i log on to D3 it says my account is locked so i follow steps to unlock it then when i try to log in it gives me the same message about being locked i have done this about 3 or 4 times
SAme problem here. Just installed D3. I already have a working account and everytime I log to, I have access. But when I boot up D3 and asks for email and password, they always say that my account is locked. I have done resetting my password for around 8 times already. PLease help. I bought my copy in the Philippines. I have Global version, Standard.
This system is put in place to protect you from people trying to log in from other locations. It detects a change in your access pattern (there are several factors including IP) and will lock the account and send an email. To get back in you need to reset your password using your secret question. This is working as intended. The system SHOULD learn your usual login patterns and accommodate them. For example I can log in from home and work and have no issues once it learned my patterns.

Why would it happen to you?

1. You logged in from a new location (the obvious answer)
2. You are using software that changes your IP. People do this to lower thier ping and latency but it can trigger the lockout system.
3. You are playing somewhere with a very dynamic IP
4. A hacker is trying to get into your account but does not have access to your email/secret question so can't get in.
5. You logged in from a different PC

If you are unable to remember your secret question then you will have to contact Billing and Account Support

If you are going to be playing from different locations or using software that changes your IP then you may want to look into SMS Protect. This is as free messaging service (text rates apply) and NOT an authenticator but it can make unlocking easier. Some people also find that putting an Authenticator on the account reduces the sensitivity of the lock out system. You can read about those here

Join the Conversation

Return to Forum