Locked out/en

From xat wiki

Being locked out means that your account is blocked and you can no longer access it. When you try to login, error E29 (Locked out) appears with the message:

**Security check: This account is locked. You can only log in at home. Please read: xat account locking. E29**

When does it happen?

(image 1) Account security settings. The arrow shows the option that locks your account in your current location.

This happens when you turn on the IP address option in your account security settings (see image 1) and you change your IP address.

An IP address change occurs in the following situations:

  • When you change location
  • When you change Internet service provider
  • When using a VPN or a proxy
  • When using a dynamic IP

What do I do if I am locked out?

Recovering your previous IP address

If you are using a VPN/proxy, turn it off. Otherwise, try to return to your old location. If that does not work, read below.

Opening a ticket

Ticket form

Visit https://xat.com/ticket, click "Open new ticket", and fill in the data of the account you're locked out from. If you still have a valid login session of the account, the email field will not be visible.

Type your Username, Password and Email in the corresponding fields. Then, select the help topic "Locked Out" and type the subject and message of your ticket. Remember that both the subject and message must be in English. Once finished, click "Post Reply".

Once your ticket is replied to, you'll receive an email with the response and a link to view and respond to your ticket starting with "util.xat.com". Follow the link, select "View status", click your ticket subject, and reply directly on the ticket page. Do not reply to the email.

Expect the volunteer handling your ticket to pose security questions to confirm your ownership of the account. Answer these questions as accurately as possible. If your answers are correct, your account will be unlocked.

  • Please note that all unlocks come with a 7-14 day hold (can't trade/transfer for 7 days). This is placed on your account for security reasons.

How to avoid being Locked Out

Even though it isn't recommended to turn off a security protection, you should turn off Account Locking before trying to log in with another IP address.

Note: You will only be able to turn on Account Locking if you are at your home location. If you wish to enable Account Locking at a different IP address, you will need a Location Update.