A locked wallet means a verification step is open and we need you to finish it before you can cash out. Your balance is safe and you can keep playing in the meantime.
What you'll see
- A red dot on the wallet tab.
- An Unlock button at the top right of the wallet screen.
- A short note explaining which check is open (phone, ID, or selfie).
How to unlock
Tap Unlock and follow the on-screen steps. Each check takes about a minute.
- Phone: confirm your phone number with a 6-digit SMS code.
- Selfie: take a quick selfie that's matched against your ID on file.
- Selfie + ID: photograph your ID and take a quick selfie.
Once the check passes, the wallet unlocks and you can cash out as usual.
Why is this here?
A small number of accounts get a routine check from time to time. The wallet stays locked while that check is open. Finishing it is the fastest way to clear the lock.
What I can still do
- Earn from offers, milestones, and quests.
- Track your balance.
- Browse the app.
The only thing the lock pauses is cashout.
My check failed and now I can't unlock
If a verification didn't pass and you've used your retries, send us a message. Tell us:
- The kind of check (phone, ID, selfie).
- Roughly when you ran into the issue.
A teammate will take another look.
What about my balance?
Your balance is yours. The lock doesn't touch it. As soon as the check is done, you can cash out everything you've earned.