01
Identify the last successful step
Note whether the problem appears before submitting credentials, after submission, while waiting for an OTP or after the app opens. Record the exact message and remove private details from screenshots.
- Confirm the same verified entry and app source are in use.
- Check keyboard language, spaces and letter case.
- Do not post account details in a public group.
02
Protect recovery options first
Clearing data or uninstalling can remove a remembered session. Before either action, confirm the account identifier and access to the registered recovery method shown by the current form.
- Use only the visible self-service recovery control.
- Never give an OTP, password or screen-sharing access.
- Do not pay a person who promises to unlock access.
03
Prepare a concise support case
Provide the verified route, phone model, Android version, last successful access, exact error and steps tried to a support route you independently verified. Technical context is useful; access secrets are not.
- Include redacted screenshots.
- Exclude passwords, OTPs and payment credentials.
- Keep any case reference the support route provides.