You mistyped your password once, and now the screen shows a red lock message or an error that your account is temporarily locked. The most common cause is a security lock triggered by several failed login attempts in a row.
Locked out after failed sign-in attempts
The player sees an error saying the account is locked or the password is incorrect, even after entering the right details. The causes and fixes below apply to both the website and the Pointsbet app.
- Wrong username or email address typed
- Caps Lock or keyboard language set incorrectly
- Too many failed attempts triggered a security lock
- Saved password in the browser is outdated
- Trying to log in from a new device or location
- Type your username or email slowly, checking each character against your registration details.
- Turn off Caps Lock and confirm the keyboard is set to the language you used when signing up.
- Delete the saved password for the site in your browser or phone settings, then enter it manually.
- Use the password recovery option on the login page to request a reset link.
- Open the reset link on the same device where you want to log in.
- Create a new password that you have not used on this account before.
- Close all browser tabs and reopen the login page fresh.
- If you are on the Pointsbet app, force-close it and open it again.
- Clear the cache and cookies in your browser or clear the app data on your phone.
- Disable any VPN or proxy, then try again from your normal network.
- Wait a short while if the lock message mentions a temporary block.
- Try logging in from a different browser or from your phone browser.
- Contact support if the lock message still appears after you reset your password and wait.
Reach out to support when the reset link does not arrive, when the lock message persists after you follow every step, or when you suspect someone else tried to access your account.
Site and games fail to load on a phone
The player sees a blank screen, spinning loader, or a game that starts and then freezes on the phone. This usually comes from a weak connection or an outdated mobile browser.
- Slow or unstable mobile data or Wi-Fi
- Outdated browser version
- Too many open tabs or background apps
- Browser cache full of old data
- A game that needs more memory than the phone has free
- Switch from mobile data to Wi-Fi, or the other way around, to test the connection.
- Move closer to your router if you are on Wi-Fi.
- Turn off any VPN or ad blocker running on the phone.
- Update your phone browser to the latest version available in its store.
- Close all other tabs in the browser.
- Close background apps that you are not using.
- Clear the browser cache and cookies.
- Restart the phone to free up memory.
- Open the site in a private or incognito tab to rule out saved data issues.
- Try a different browser to see if the problem follows the browser or the phone.
- Disable battery saver mode, which can limit background data and scripts.
- Check that your phone has enough free storage for temporary files.
- Load a simple page first, then open the game again.
- Contact support if the same game fails on two different browsers and a stable connection.
Ask support for help when every game fails to load on your phone while the rest of the site works, or when the loader never finishes on a strong connection.
Identity checks stuck or documents rejected
The player sees a pending verification status or a message that a document was not accepted, with no clear reason. The usual cause is a photo that is blurry, cropped, or shows the wrong document.
- Photo is blurry, glare-covered, or cropped at the edges
- Document has expired or shows an old address
- Name on the document does not match the account name
- Only part of the document was uploaded
- File format or size is not supported by the upload form
- Take a new photo of the document in a well-lit room without flash.
- Place the document on a flat surface and fill the frame with it.
- Check that all four corners and every text line are readable.
- Use the original document, not a photocopy or a screen photo.
- Make sure the document is not expired.
- Upload the same document type that was requested in the message.
- Check that your account name matches the name on the document exactly.
- If you changed your name, upload the supporting document that shows the change.
- Use a file format the form accepts, such as JPG or PDF.
- Upload one document at a time and wait for each upload to finish.
- Do not close the page while the upload progress bar is moving.
- If you use a phone browser, hold the phone steady and avoid digital zoom.
- Submit the document again only after fixing the specific issue mentioned in the rejection message.
- Contact support with a short description of the rejection you received if the new upload is also refused.
For help with the verification process, visit https://pointsbetlogin.com and use the support contact shown there. Get in touch with support when your documents are clear and current but the status stays pending for a long stretch or the same document is rejected more than once.
Deposits and withdrawals declined by limits
The player sees a message that the amount is above or below the allowed limit, or that the request cannot be processed. The cause is often a mismatch between the amount and the limit tied to the account or payment option.
- Amount is above the maximum allowed for that payment option
- Amount is below the minimum accepted
- Account limits set by the player are lower than the request
- Verification is incomplete, so the withdrawal limit is reduced
- Payment option used does not match the one used for deposits
- Check the deposit page for the minimum and maximum shown for the chosen option.
- Adjust the amount to fit within that range and submit again.
- If your own limits are the cause, change them in the account settings before you retry.
- Complete any outstanding verification step, since an unverified account has lower withdrawal limits.
- Use the same payment option for withdrawal that you used for the deposit when possible.
- Split a large withdrawal into smaller requests only if the rules allow it.
- Make sure your payment account has enough available balance for the request.
- Remove and re-add the payment option if it shows as inactive.
- Check that the name on the payment account matches your casino account name.
- Try the request again after a short wait if the message mentions a temporary hold.
- Use the phone browser instead of a desktop if you are traveling and the site behaves differently.
- Note the exact message you see, including any numbers, for your support request.
- Contact support when the amount is clearly within the shown range but the request is still declined.
Ask support to review the limit that triggered the decline when the amount fits the displayed range and your verification is complete.
Log out after each session on a shared device and clear the browser cache, because stale saved data causes most login and loading problems.