Account Security

Your responsibility

You are responsible for everything done through your account. Keep your email account, your devices and your authenticator app safe.

Keep it safe

• Never share the codes we email you or your authenticator codes — our staff will never ask for them
• Turn on two-step sign-in with an authenticator app
• Sign out on shared or public devices
• Do not use an email account that other people can open

Taken over through your own fault

If someone gets into your account because you shared your codes, gave someone access, used an unsafe email account or device, or did not keep it safe in another way, the account is suspended permanently to protect other members. It is not restored or handed back to you, and paid plans are not refunded.

Report it straight away

If you think someone else has used your account, tell us at once on the Contact Us page. We may lock the account while we check.

Our part

We protect sign-in with email codes, optional two-step sign-in, limits on repeated attempts and security checks. If a fault on our side caused the takeover, we work with you to restore access.

Losing access

If you lose access to your email or authenticator app, contact us. We first confirm that the account is yours — for example through your verified identity — and we may refuse to help if ownership cannot be shown.

Unusual activity

If we see sign-ins or actions that look unsafe, we may sign you out, ask for an extra check or lock the account to protect it.

Read this page together with Account Rules, How We Use Data for Security, and Suspension & Termination.

Last updated: 4 November 2026