[Resolved] Locked Out of Account & Unable to Register New Account

[afongofan]

Hi fellow community members, Fongo Officials, and Fongo Engineers,

I am reaching out because I am completely locked out of my account and am unable to log back in, even after successfully resetting my password.

What Happened
My children were using my mobile phone, and afterward, I discovered that I had been automatically logged out of the Fongo app. I tried logging back in with my correct password, but it failed. I suspect they may have accidentally changed some settings, triggered a security block, or caused an app glitch—though they aren't sure what they did.

The Issues I am Facing
Password Reset Failure: I successfully went through Fongo's official password reset process. However, when I try to log in with the newly created password, the app gives me the error: “Unable to sign you in. Email and/or Password are incorrect.”

Registration Failure: I even tried creating a brand-new account just to get back into the app, but that also failed with the error: “We were unable to validate your registration information. Please try again later.”

My Suspicion (Account Suspension?)
After reading through other posts on this forum, I strongly suspect my account or my mobile handset ID may have been locked/suspended by the system. It seems like my children’s actions on the app might have inadvertently triggered Fongo's security and fraud prevention terms, resulting in an automated block. Even though the app reads "wrong password," the fact that I cannot log in or register a new account heavily points toward a suspension.

Moving Forward
I want to clarify that I never intended to, nor do I want to, violate any of Fongo's community rules or terms of service. To ensure this never happens again, I have already hidden the Fongo app (and other critical applications) from my phone's homepage to prevent my kids from opening them.

Attachments
I have attached screenshots of both the login error page and the registration error page for your reference.

I would be incredibly grateful if a Fongo official or engineer or fellow community member could look into my account status and help me figure out how to get this fixed and restore my access; community members are also welcome to offer any guidance and solutions.

Thank you so much for your time and help!

[Liptonbrisk]

I would be incredibly grateful if a Fongo official or engineer or fellow community member could look into my account status and help me figure out how to get this fixed and restore my access

Hello,

As I mentioned to you in a private message, no one who actively posts here has access to your account. Since you submitted a ticket, you'll need to wait for a response to determine whether (and why) your account is blocked or why the app isn't working for you.

My children were using my mobile phone, and afterward, I discovered that I had been automatically logged out of the Fongo app. I tried logging back in with my correct password, but it failed. I suspect they may have accidentally changed some settings, triggered a security block, or caused an app glitch—though they aren't sure what they did.

I fail to see what your children could have done, other than making excessive calls or closing your account, to cause this to occur.

After reading through other posts on this forum, I strongly suspect my account or my mobile handset ID may have been locked/suspended by the system.

While I have no proof, I suspect an automated block.

Another possibility includes trying to login to the Fongo Mobile app with a Fongo World account.




Possible checks, generally, for account blocks (or the app not working), include

(Visit https://support.fongo.com/hc/articles/2 ... ngo-Mobile)

1. Ensuring that you are using the latest version of the app

"Out-Of-Date Version

Please check the app marketplace that you downloaded the app from for updates. We release monthly updates with bug fixes for issues that might prevent you from connecting to Fongo services. https://support.fongo.com/hc/articles/1 ... -Schedule-

2. Ensuring you've downloaded the app from an authorized app store

"If you have downloaded the app from an App Marketplace other than the one specific to your device, this will lead to an account suspension. It is against the terms of service to use a side-loaded version of any Fongo app.

Please ensure that you get Fongo apps from the correct marketplace:

Amazon App Store - All owners of Kindle Fire devices
Google Play - Any Android device with Google Play services installed
Apple Appstore - Any iOS, iPadOS, or MacOS device
Huawei AppGallery - An additional option for Huawei devices
Samsung Galaxy App Store - An additional option for Samsung devices"

3. Avoiding other causes that including those found at https://support.fongo.com/hc/articles/2 ... or-deleted

4. I am aware that an account block in the past occurred due to "excessive calling from an international." I have no further information concerning what qualifies as excessive or anything else on that topic.

5. With respect to not being able to sign in, if you determine your account isn't blocked, visit https://support.fongo.com/hc/articles/2 ... Mobile-App

--
(General Info)

These are user-to-user support forums. Fongo Support staff is not obligated to respond here, and there's no guarantee forum posts are read by staff.

Also, none of the volunteer moderators here work for Fongo. We don't have access to your account(s).

If you would like an official response, you can submit a ticket here:
https://support.fongo.com/hc/requests/new.

Visit https://status.fongo.com/.
If "Support System" indicates "Partial Outage", ticket response time can take up to a week (or longer).


You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo World account or any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Fongo World Edition
account. Again, these accounts are all unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obligated to respond
on the these user-to-user support forums.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

[Liptonbrisk]

5. With respect to not being able to sign in, if you determine your account isn't blocked, visit https://support.fongo.com/hc/articles/2 ... Mobile-App

"If you have just registered for the app and have never signed in before, ensure that you have clicked the activation link from the registration email, which was sent to you after you registered for the account

Check your junk, spam, and deleted folders in your email for the registration email. Add fongo.com to your safe senders list.
If you did not receive the registration email, you may have entered your email address wrong or your account wasn't created. Try to create another account.


Other general troubleshooting:

1. Ensure that you are not using a password for a different account or app

Fongo has 3 apps: Fongo Mobile, Fongo World Edition, Fongo Works

These apps do not share accounts, meaning that you need an account for each.

2. Check that the email you are using is the one you used originally to signup for the app, with proper spelling

3. Review the spelling of your password including capitals."



The Fongo Mobile app appears in Canadian apps stores. Fongo World is available outside Canadian app stores. It's important to ensure the correct app is being used for the specific account you wish to log into.

[Liptonbrisk]

4. I am aware that an account block in the past occurred due to "excessive calling from an international." I have no further information concerning what qualifies as excessive or anything else on that topic.

I can imagine this scenario being a possibility.


Let's say you're somewhere outside of Canada. Your children were using Fongo Mobile (or Fongo World) and made a series of rapid call attempts. That could have triggered an automated international fraud or excessive calling block.

Regardless, since I don't have access to your account, I don't know. Speculation is pointless; I would just wait for a response to your ticket.

[Liptonbrisk]

I've heard back that the account is now unblocked.