# Frozen account after trying to reset password

**URL:** <https://neofinancial.discourse.group/t/frozen-account-after-trying-to-reset-password/3169>\
**Category:** Community Support\
**Created:** [October 3, 2025, 3:41pm UTC](https://neofinancial.discourse.group/t/frozen-account-after-trying-to-reset-password/3169 "2025-10-03T15:41:41Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![Cameron\_Barker](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/cameron_barker/32/1298_2.png) [@Cameron\_Barker](https://neofinancial.discourse.group/u/Cameron_Barker)\
**Post date:** [October 3, 2025, 3:41pm UTC](https://neofinancial.discourse.group/t/frozen-account-after-trying-to-reset-password/3169/1 "2025-10-03T15:41:41Z")

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My online account was frozen after I tried to reset my password. I talked to a customer service associate over the phone who told me to ‘wait for it to reset and try again’ that was almost a week ago. How to I unfreeze my account?

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**Author:** ![Sana\_Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/sana_neo/32/588_2.png) [@Sana\_Neo](https://neofinancial.discourse.group/u/Sana_Neo)\
**Post date:** [October 3, 2025, 9:54pm UTC](https://neofinancial.discourse.group/t/frozen-account-after-trying-to-reset-password/3169/2 "2025-10-03T21:54:04Z")

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Hi @Cameron_Barker, thank you for reaching out and welcome to the community! Connecting with you through DMs to get some more details so I can take a look into this further for you. Talk to you soon.

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**Author:** ![Cameron\_Barker](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/cameron_barker/32/1298_2.png) [@Cameron\_Barker](https://neofinancial.discourse.group/u/Cameron_Barker)\
**Post date:** [October 4, 2025, 11:45pm UTC](https://neofinancial.discourse.group/t/frozen-account-after-trying-to-reset-password/3169/3 "2025-10-04T23:45:06Z")

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Hi

Did you receive my details

I’m not sure if I should reply here or the email

Which dm are you using

I’m new to this

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**Author:** ![Sana\_Neo](https://sea2.discourse-cdn.com/flex002/user_avatar/neofinancial.discourse.group/sana_neo/32/588_2.png) [@Sana\_Neo](https://neofinancial.discourse.group/u/Sana_Neo)\
**Post date:** [October 6, 2025, 5:04pm UTC](https://neofinancial.discourse.group/t/frozen-account-after-trying-to-reset-password/3169/4 "2025-10-06T17:04:17Z")

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Hi @Cameron_Barker , you did everything right with your DM, I saw it and just replied to you there. I’m really glad we got to connect! 🤗