There can be two main reasons for not having access to your account.
1 - Incorrect username/password - Please click here for further information.
2 - You may be receiving an error message because your account has been 'locked' for KYC checks (Know Your Customer), which is a term used to ensure you are who you say you are. It involves making reasonable efforts to identify you and verify your identity by using reliable, independent source documents, data or information.
We will attempt to electronically verify your account wherever possible, but if we are unable to do so then we may ask you to send us proof of ID and proof of address.
For more information on KYC, pleased view the full article by clicking here.