If you’re seeing a “Your account is locked” message, we know how frustrating that can be — especially when you’re trying to get your business up and running. Account locks are a security measure designed to protect both you and the Podia platform.
Common reasons your account may be locked
Here are some common, high-level reasons an account may be placed under review:
Invalid or incomplete name information
If the name entered during signup doesn’t appear to be a real first and last name — for example, obvious typos, placeholder text, or an email address entered in place of a name — your account may be flagged for review.
Payment or billing-related issues
Problems with your payment method, such as failed charges, invalid billing information, or activity that requires additional verification, may temporarily lock your account while we review it.
Accessing Podia from an unsafe or high-risk network
Signing in from networks that appear unsafe — including some public Wi-Fi networks, anonymized connections, or locations associated with a high level of abusive activity — can trigger a temporary lock. This helps protect your account and prevent unauthorized access.
Unusual or suspicious account activity
Certain account setup choices or activity patterns may automatically trigger a manual review as part of our fraud-prevention and security processes.
Unlocking your account
When your account is locked, you may have the option to verify your identity using Stripe Identity (Stripe Verify) — a secure identity verification service used by many online platforms.
Here’s what to expect:
You’ll be guided through a short, secure verification flow
You’ll be asked to upload a photo of a valid government-issued ID
You may be asked to take a quick selfie to confirm your identity
Stripe securely processes your information and shares only the verification result with Podia
Podia does not store your ID documents — Stripe handles this securely and in compliance with industry privacy and security standards. You do not need a Stripe account to complete this process.
Most verifications are completed within minutes, though some may take longer depending on document quality and regional verification requirements.
If the Verify identity button is grayed out and unclickable, please confirm your account's email address before proceeding.
If you have not confirmed your email address, you will see this banner at the top of your screen:
If you run into any issues, please click Contact Support!
If you don't have the option to verify your identity, please contact our support team for assistance.