If a purchased account shows a lock, recovery prompt, or suspicious security alert, stop making changes and contact support with screenshots. Repeated recovery attempts can make the situation harder to diagnose.
🔍 First triage
Signal | What it may mean | What to do |
New-login email | Normal after a handoff. | Save it and continue if login works. |
2FA prompt you cannot satisfy | Seller authenticator may not be fully removed. | Pause and contact support. |
Password reset email you did not request | Possible recall signal or stale publisher email. | Screenshot and contact support. |
Account locked | Publisher risk check, wrong credentials, or recall attempt. | Do not spam attempts; contact support. |
Missing items or changed details | Listing mismatch or post-handoff activity. | Document immediately. |
📝 What to send
Order number and listing title.
Exact error text or publisher email.
Screenshots with timestamps visible where possible.
What steps you already tried.
Whether you changed password, email, or 2FA yet.
🛡️ Warranty path
If support determines the issue traces back to the original seller or a seller-related recall, the case moves into How do I file a warranty claim?. Warranty coverage is explained in What does the account warranty cover?.
⚠️ Stop and contact us: if the account shows a publisher recovery email, a forced 2FA reset, or a login lock, do not click anything in the email. File a warranty claim with screenshots first.