We have very strict firewall policies and several different programs running in parallel to ensure security and stability to our internet banking platform, and if you were locked out, that’s because you have incurred in some of our firewall security rules.

It can happen for several different reasons, including for more than three failed login attempts in a roll or for trying to login using administrative or governance credentials, without having your IP previously validated.

Solution 1: Just wait a bit…

The majority of the lockouts are temporary and unless you were doing something really naughty, the firewall should free up your IP within one, three, six, twelve or twenty four hours.

Solution 2: Request an IP unblocking

If you can’t wait for the firewall to unblock your IP automatically, you can send us a message and request for us to do it for you. Don’t forget we will need your IP address to do that, so be sure that this information will be sent with your message. Otherwise, we won’t be able to help you.

Solution 3: Use a different internet connection

Most blocks are IP blocks, so if you change your IP, you might be able to access your internet banking. If you were blocked on a computer connected to your house WiFi, for example, you can use your phone’s 3G, 4G or 5G connection to login to our platform.