Context
Your WEkEO account can be temporarily or permanently locked due to different reasons listed below. In this case, you will be unable to log in to your WEkEO account.
Let's see what you should do if you're having difficulty to access to your account 💪
Temporarily locked account
An account is temporarily locked after 5 failed login attempts for 5 minutes, and this delay doubles for the following failed attempts. This is to help protect your account from unauthorized use.
After 5 minutes, entering the correct login information will allow you to access your account again 😃
If the account is still locked, then you need to reset your password to regain access.
At last resort, you can contact the WEkEO User Support asking for help.
📌 Note: during this security process, the email address linked to your account will receive messages informing about the status (ongoing lock and unlock).
Permanently locked account
An account can be locked by security tools if suspicious activity is detected. This is permanent and only can be unlocked with a request to the WEkEO User Support.
Suspicious activity can include entering the incorrect login information multiple times, or from location, devices or IP addresses that are not yours.
Please contact the WEkEO User Support to get your account unlocked.
What's next?
We are user-driven and we implement users' suggestions, so feel free to contact us:
through a chat session available in the bottom right corner of the page
via our contact webpage
via e-mail to our support team (supportATwekeo.eu)
Regardless of how you choose to contact us, you will first be put in touch with our AI Agent Neo. At any time, you can reach a member of the WEkEO User Support team by clicking on "talk to a person" via chat, or by naturally requesting it in reply to Neo's email.