My account was put under protection. What do I do?

Have you received an error message indicating that the connection was refused because your account has been placed under protection (see below)?

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There could be several reasons for that:

  • If you requested by SMS that your account be secured, but you did not finish the procedure. That would result in your account being blocked.
  • We have recently detected some suspicious logins on your Ankama account. As a precaution, we preferred to restrict access to the account rather than letting a potential thief take your things.

Ankama will assist you in unblocking your account and offers two ways to do this… 

Option 1: Unblock the Account by SMS

If you have already linked a mobile phone number to your Ankama account and you still have access to this number, you can use the unblocking account by SMS service.

  1. Enter the name of the account (login) to unblock and the mobile phone number associated with it.
  2. Enter the verification code that will be sent to you by SMS.
  3. Change your password and your secret question/answer.
  4. Changing your e-mail address is recommended but not obligatory. However, if you decide to keep it, you agree to at least change the password of your e-mail account.
  5. Once the details have been changed, the account is unblocked and is once again authorized to sign-in.

Option 2: Contact Support

If you cannot unblock your account by SMS, you can contact Ankama's Support team.

As changing your access and details is a sensitive operation, we will have to confirm that you’re the account holder. Please attach a copy (scan or photo) of an official proof of ID to your request.

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