# Account status

> What it means when your account is pending, locked, inactive (dormant), in cool off, self-excluded, suspended or closed, and what to do.

Source: https://help.sportsxapp.com/ca/account/account-status/

## Pending review

Your identity has not been verified yet, so you cannot deposit or wager. See [Verifying your identity](https://help.sportsxapp.com/ca/account/verifying-your-identity/).

## Locked

After three unsuccessful login attempts, your account is locked. Tap **Forgot Password** in the app and follow the link we email you to reset your password. You can log in again as soon as it is reset.

## Inactive (dormant)

An account becomes dormant after **24 months without a login**. We email you about 60 days before that happens; logging in before then keeps the account active. If your account is already dormant, [contact us](https://help.sportsxapp.com/ca/contact/) from the email address on the account about the account and any balance left on it. We may ask you to verify your identity again.

## Cool off and self-exclusion

You chose a break from wagering. You are logged out and cannot log back in until the period ends. To get your funds back during that period, email [contactus@stxapp.ca](mailto:contactus@stxapp.ca). See [Cool off period](https://help.sportsxapp.com/ca/responsible-gaming/cool-off/) and [Self-exclusion period](https://help.sportsxapp.com/ca/responsible-gaming/self-exclusion-period/).

## Suspended or restricted

We may suspend or restrict an account while we review its verification, a deposit or withdrawal, or a possible breach of the house rules. We will contact you by email if we need anything. If you think your account has been restricted by mistake, [contact us](https://help.sportsxapp.com/ca/contact/).

## Closed

The account has been closed, either at your request or by STX. See [How do I close my account?](https://help.sportsxapp.com/ca/responsible-gaming/how-do-i-close-my-account/).