Why is my account blocked, frozen or disabled and what should I do?
Your account could be blocked for a variety of reasons. Here are the most common:
- There were 5 failed password attempts. Please wait 15 -20 minutes for your account to be unblocked and try again. You can find further information on how to reset your password here.
- There were 5 failed mobile number verification attempts used for Multi-factor Authentication (MFA). Please wait 10 - 15 minutes for your account to be unblocked and try again.
- There were 10 attempts to resend the verification code to the mobile number while attempting to log in. Please wait 10 - 15 minutes for your account to be unblocked and try again.
- You are not receiving the one time passcode used for authentication. Please contact our Customer Service Team via live chat at the bottom of this page.
- You have opted to self-exclude from our services.
- We may have performed a licensee exclusion and chose to block your account if we found your order history concerning (you would have been contacted if this was the case).
- Based on a careful analysis of your online account we may have reason to believe your account is at risk of unauthorised access. For your security and to mitigate this risk, our cyber team may have suspended your account.
If your account has been blocked and you wish to find out why, then please get in touch with our Customer Service Team via live chat at the bottom of this page. Have your mobile number or the email address linked to your My Dan's account ready.
Last Updated: 21st May 2024
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