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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.