# Log in Problems

Locked accounts are typically due to either a billing issue or multiple failed login attempts.<br>

If your account is locked for billing it could be an expired or discontinued credit card. You can still log in online to update your billing information and make a payment.

If your account is locked for incorrect password entries and you've verified your password recovery email address, then  you can change your CommuniKate web password and/or Security Code online at [https://reset.securekate.com](https://reset.securekate.com/) or by clicking Login Problems? on the login page.

You can check your password recovery email address in the Kate website by clicking My Account, then Security.<br>

If you are sure your password is correct but you still cannot log into the mobile app, then check the Date/Time setting on your cell phone. The CommuniKate mobile app requires that Date/Time be set Automatically.

iPhone: Settings > General > Date and Time > Set Automatically is ON (Green).

Android: System Settings > Date and Time and ensure that Automatic Date & Time is ON.


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