Contributor
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6 Messages
24 hour lock out
I was updating my mom's account to a new payment card. After I tried to log back i and the website would not load. I closed the window and tried a couple of more times until I received message the account was on a 24 hour lock down. When I went to chat they said they were doing some back end maintenance and the site wasn't loading correctly. They also said there was nothing they could do about the 24 hour lock down. 2 other phone calls confirmed the same. Ridiculous.
DIRECTVhelp
Community Support
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256.2K Messages
3 days ago
We apologize for the frustration this has caused while trying to update your mom's payment card, @jonhen. The 24-hour security lockout happens automatically after 6 failed login attempts, which can easily happen if the website is experiencing background connectivity issues.
The good news is that you don't have to wait a full day to get back in. You can clear this lock immediately by performing a password reset. Just select the forgot password option on the login screen, verify your identity with the account holder's last name, and send a verification code to the phone or email on file. Creating a new password overrides the lock right away. If this issue continues after 24 hours, let us know so we can take a closer look at it. Charles, DIRECTV Community Team
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jonhen
Contributor
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6 Messages
3 days ago
We tried this yesterday with tech support. It did not clear the 24 hour lockout. I was also told that devices already logged in wouldn't be affected. They all shutdown after a couple of hours. Like your answer, very conflicting and wrong information. In this day and age clearing or overriding a lockout should be a simple task.
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DIRECTVhelp
Community Support
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256.2K Messages
3 days ago
We've sent you a DM, so we can take a closer look into this for you. We apologize for the continued frustration this lockout has caused. Charles, DIRECTV Community Team
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