I'm Locked Out of My Account

Being locked out of your account can be frustrating, but don't worry – there are several ways to regain access. This guide covers the most common reasons you might be locked out and how to resolve each situation.

Forgotten password

If you've forgotten your password, you can easily reset it:

• Go to the Servella login page at servella.co.uk/login
• Click "Forgot Password" below the login form
• Enter the email address associated with your Servella account
• Complete the security verification
• Click "Send reset link"
• Check your email inbox for a message from Servella
• Click the reset link in the email (this link expires after 1 hour)
• Enter your new password and confirm it
• Click "Reset password" to complete the process

Password requirements

When creating your new password, it must meet the following requirements:

• At least 8 characters long
• Contains at least one uppercase letter (A-Z)
• Contains at least one lowercase letter (a-z)
• Contains at least one number (0-9)

Not receiving the reset email?

If you don't receive the password reset email, try these steps:

• Check your spam or junk folder – the email may have been filtered
• Search your inbox for "Servella" or "password reset"
• Verify you're checking the correct email account – the one you used to sign up
• Wait a few minutes – emails can sometimes be delayed
• Try requesting a new reset link if more than 10 minutes have passed
• Add noreply@servella.co.uk to your contacts to prevent future emails being filtered

Reset link expired or invalid

Password reset links expire after 1 hour for security reasons. If your link has expired or isn't working:

• Return to the login page and click "Forgot Password" again
• Request a new reset link using your email address
• Use the new link immediately to avoid expiration
• Make sure you're clicking the link from the most recent email if you requested multiple resets

Wrong email address

If you're not sure which email address you used to create your account:

• Try any email addresses you commonly use
• Check old booking confirmation emails from Servella to find your registered email
• Look for previous emails from Servella in all your email accounts
• If you still can't find it, contact our support team and we can help verify your account

Entering the wrong password

If you're sure you know your password but can't log in:

• Check that Caps Lock isn't enabled on your keyboard
• Make sure you're entering the password exactly as you set it (passwords are case-sensitive)
• Try typing your password in a text editor first to check for typos, then copy and paste it
• Clear your browser's saved passwords and try entering it manually
• If you've recently changed your password, make sure you're using the new one

Browser issues

Sometimes browser settings can prevent successful login:

• Clear your browser's cache and cookies, then try again
• Try using a different browser (Chrome, Firefox, Safari, Edge)
• Disable any browser extensions that might interfere with login forms
• Make sure JavaScript is enabled in your browser settings
• Try using an incognito or private browsing window

Account suspended or disabled

In rare cases, accounts may be suspended. This can happen if:

• There has been suspicious activity on your account
• Payment issues remain unresolved for an extended period
• There have been repeated violations of our terms of service
• The account was flagged for security reasons

Getting help with a suspended account

If you believe your account has been suspended in error or you need help resolving the issue:

• Contact our support team via email at support@servella.co.uk
• Include your registered email address and explain the situation
• Our team will investigate and help restore access if appropriate
• For security reasons, we may need to verify your identity before reactivating the account

Keeping your account secure

To prevent future lockouts and keep your account secure:

• Use a strong, unique password that you don't use for other services
• Consider using a password manager to store your credentials safely
• Keep your email address up to date in your profile settings
• Be cautious of phishing emails – Servella will never ask for your password via email