My account is frozen
On this page
A frozen account can still sign in. While it is frozen, you can't run lookups or change your profile, but you can still change your security settings, such as two-step verification and passkeys. Your plan, balance and search history stay as they are.
What you will see
A notice at the top of every page, and the same message when you try to run a lookup. The notice says what is needed to lift the freeze.
What to do
- Sign in and read the notice at the top of the page.
- If it asks you to verify your account, follow the steps it shows.
- If it asks you to contact us, open a ticket from Support.
Write from the frozen account. Open the ticket while you are signed in to the account that is frozen, so we can find it straight away.
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