Some Vodafone Usage users have reported that their Vodafone online accounts have been locked, rendering the app itself useless, but also stopping users from logging into myvodafone to do other functions such as pay a bill. Today my account was also locked by Vodafone.

The following is the processed I followed in order to get my password reset and the account opened.

When attempting to login to the site the following error is presented :

> > **"Sorry your user name has been locked. For help please contact Customer service on 1 300 650 410"** > >

So I called Vodafone.

Vodafone’s advice is that the account can only be locked if you enter an incorrect password more than twice. This could not have been caused by the app as I hadn’t changed my settings entered in months.

They also stated that they cannot currently reset my password over the phone because they were undergoing “system maintenance”, which I think could be the real cause of the issue and the current slowness/drop outs being experienced on myvodafone.com.au.

He finally advised that I could reset my password via the Vodafone website by clicking “forgot my password” on the login page, as he couldn’t do that for me at that moment.

I tried that but got the following error, after I entered my phone number, even before it asked me my secret question.

> > **Please fix the following errors: Sorry you've failed to enter the correct answer to your secret question 3 times. Your registration record is now locked for 24 hours. Please call Customer Services on 1 300 30 10 30 to have your password reset and your registration record unlocked. ** > >

Luckily, I contacted @VodafoneAU_help on twitter and they were able to reset my password for me (it was texted to me). After logging into the Vodafone once more I setup my new password, entered it in the Vodafone Usage app as well and it began working again.

Interestingly my original password could not be used as the new password as it did not meet there password rules (at least 1 upper case, 1 lower case and 1 number).

Vodafone have not provided an answer as to why the account was locked. However, if any Vodafone Usage app users experience the same issue you will need to reset your password. If this cannot be done via the Vodafone web site at the time, we recommend trying twitter, it’s much easier then calling into the call centre staff.

The Modern Ink.