If you're having trouble accessing your account and don't know why, follow these steps to identify and resolve the issue:
1. Check that the login details are correct
- Password: Make sure you're entering your password correctly, including uppercase and lowercase letters, and numbers.
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Email: Check if you are using the same email address you registered. Often, small typos or using another email address can cause problems.
- You may not be able to log in due to cookies or caching, even if your credentials are correct. To be able to authenticate, delete cookies and clear the cache.
⚠️ Tip: If you forgot your password, click "Forgot your password?" on the login page to reset it.
2. See if your account has been blocked for wrong attempts
If you have tried to access your account more than 3 times with incorrect data, your account will be temporarily blocked for security reasons.
To unlock it, click "Forgot your password?" on the login page to reset it if you've already gone through the document verification process. If you haven't verified your identity yet, contact customer support.
3. Check your internet connection
Sometimes, network issues can prevent access. Check:
- If you are connected to a stable network.
- If the connection speed is sufficient to access the platform.
- Try restarting your router or using another connection.
4. Check your location
Our platform is only available for use in Brazil. If you are outside the country, you will not be able to access your account. See more about Geolocation issues.
5. See if your account is inactive
Some situations can lead to the blocking or suspension of the account:
- Inactive account: Has not moved your account for 180 days or more. On the login screen it will appear that your account is inactive. Learn more at: My account appears as inactive – What to do?
6. Check if your account has been self-excluded, is on pause, or has been closed by you
- If you have self-excluded or set a cooling-off period, access will be unavailable for the period of time you choose. Learn more at: What is Self-Exclusion and how to perform Self-Exclusion? and What is and how do I set a Break Period?
- If you have closed your account (not related to responsible gaming issues), you can reopen it from the login screen. Access What is and how to perform Account Closure?
7. The message "Your account cannot be accessed at this time" is appearing.
In this case, please contact our support team for assistance.
Need more help?
If you've tried all of the above steps and still can't get in, please contact our support team.
We're ready to help you get back to using your account!