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If you enter the wrong PIN for your ShopeePay account 5 times within half an hour, your account will be temporarily locked for 30 minutes as a security measure.

After the 30-minute period, you can resume PIN verification.

⚠️ Important note: If you continue to enter the wrong PIN for 8 consecutive times, your ShopeePay account will be locked permanently. To unlock it, you'll need to contact us via the channels at the bottom of the page.

What do I need to unlock my ShopeePay account?

Please provide the following when you contact our Customer Service team to assist you with unlocking your ShopeePay account:

1. A screenshot of the error message you received
2. A screenshot of a utility bill for address verification
3. The current Shopee Coin balance in your Shopee account
4. Order details of your most recent order
5. Specify the item/product you purchased
6. Mention the price of the purchase
7. Provide your User ID

Our team can better assist you in unlocking your ShopeePay account if you provide the above information.