Email access, locks, and suspensions
What to do if you can't access your email, get locked out, or your account is suspended
I can't access the email address on my account anymore. What do I do?
If you can no longer access the email address on your account, email support@labtwofour.com and include:
- Full name
- Email address associated with the account
- Organization name (if applicable)
- Recent activity or details to help verify your identity
Astell will verify your identity and help update your email address.
What should I do when my account is temporarily locked?
If sign-in is temporarily blocked after repeated failed attempts, wait a few minutes and try again. If you're unsure of your password, use the password reset option before retrying. If you still can't get in, email support@labtwofour.com.
What should I do if my account is suspended?
If your account is suspended, check your email for a message explaining the reason. If you believe it's an error, contact support@labtwofour.com and include your account details and any relevant context.
What should I do if none of these recovery steps worked?
If none of the standard recovery steps worked, email support@labtwofour.com (responses follow your plan's support response targets) and include:
- Full name
- Email on the account
- Organization name (if applicable)
- Description of the issue
- Any error messages
- Steps you already tried
Astell will verify identity and help you regain access.