Check Player Status in the dashboard
Search for the user in the dashboard system using email or username.
Confirm the account is active:
Not blocked or Banned.
Verify Login Credentials with the User
Ask the user to confirm:
They are using the correct email/username/PlayerID
They are logging in to the correct portal URL.
If Login Still Fails or Player Is Blocked
Open a support ticket with the following:
User’s email/username
Error message (if provided)
Status shown in the admin system
If you believe the player should be unblocked, include a short reason in the ticket:
Example: “Player was previously blocked for failed logins but now verified. Requesting unblock.”