Support Guide
Verified: 2026-05-28100% complete

Account locked / 401 error

Verified: 2026-05-28% complete
Customer's problem
The customer says their account is locked or the app keeps sending them back to the login screen.
Quick fix
The account is not locked — the session has expired. Enter the phone number, log in with OTP. All data is safe.
❓ First ask

"Your account is not locked — only the login session has expired." Reassure the customer first; they are usually anxious.

Steps — what to do

  1. Tell the customer the account is not locked — the session has expired for security reasons.
  2. On the login screen, enter the phone number and verify with the OTP.
  3. After login, the PIN and biometric will need to be set up again.
  4. Reassure the customer that all investments and data are safe — nothing has been lost.
đŸ—Ŗī¸ Say this to the customer
Sir, your account is not locked. The session has just expired for security reasons. Please enter your phone number and log in with the OTP. All your investments and data are completely safe.
✅ Do
Help the customer log in with phone number plus OTP and reassure them that their data is safe.
⛔ Don't
Never ask the customer for their OTP, PIN, card number, or bank login details.
🔴 Escalate when

The customer logs in successfully with OTP but is immediately sent back to the login screen (a repeating 401 loop). Hand off to L2 to investigate token issuance and session management.

⚙ī¸ Background (agent reference — do not read to customer)

A 401 response from the server triggers clearAuth(), clearKYCSlice(), and disableBiometric(), then redirects to the PhoneNumberV2 screen. This is a session expiry, not a permanent account lock. The user's auth token has expired or been invalidated.

ℹī¸ This is not a real lock

Perccent does not have a permanent account lock feature. Every "locked out" complaint is a session expiry. Reassure the user.