Common login issues
How to log in
Enter your email address and click Continue.
Enter your password and click Log in to access your account.
Note
You can also use your Global ID to log in. For more details, please visit the section below: Account security – Global account.
Forgot your password? How to reset it
If you forget your password:
Enter your email address and click Continue.
The Forgotten password option will then appear.
Enter your email again and click Recover password.
You will receive an email with a 6-digit code.
Enter this code to reset your password.
Important
Always use your registered details and ensure the correct account credentials are entered.
This is especially important if you manage multiple betting accounts.
Reset email not received
If the reset email does not arrive:
Check your Junk or Spam folder.
Ensure you entered the correct email.
Make sure the Caps Lock key is not enabled.
Try requesting the reset again.
If the problem persists, contact our Customer Support Team.
Account locked or suspended
Situation | Cause | What to do |
Account locked | Several failed login attempts. | Wait 24 hours for the block to expire, or reset your password using Forgot Password. Use your registered email address. If the issue persists, contact us via Message Us. |
Self-exclusion | An active self-exclusion period. | Access is blocked until the exclusion period ends. Once it has expired, you will need to request account reactivation in line with our account policy. |
Reality Check timeout | A prolonged gaming session triggered a safer gambling timeout. | Wait 30 minutes, then log back in. |
Dormant or closed account | No account activity for an extended period. | Dormant accounts cannot be reopened. Register a new account using a different email address. |
Unverified email or incomplete KYC | Your email address hasn't been verified, or identity verification is incomplete. | Verify your email using the link we sent you. Complete KYC by submitting the required documents and making a successful deposit. |
Non-compliant activity | Your account has been restricted due to a policy violation. | Contact Support for further clarification. |
Password management
Change your password (logged in)
Go to My Account → Security.
Select Change password.
Enter your current and new passwords.
Click Change Password to confirm.
Once updated, a confirmation message will appear.
Passkeys and secure login
What passkeys are
Passkeys allow you to log in without needing a traditional password. They rely on public‑key cryptography:
A public key is stored with Heart Bingo.
A private key stays securely on your device and never leaves it.
This protects you from phishing, credential theft, and password reuse risks.
How passkeys work
The service sends an authentication request.
You confirm using Face ID, fingerprint, or PIN.
Your device signs the request with your private key.
Heart Bingo verifies it with your public key.
Why passkeys improve security
Phishing‑resistant
No passwords stored or shared
Faster login
Works across devices via secure cloud sync
How to enable passkeys
Go to My Account → Security.
Select Passkeys.
Click Enable.
Enter the new passkey and confirm.
You’ll then see the passkey listed as created.
Account security
Security features in place
Your account is protected using encrypted data transfers, secure servers, and stringent internal safeguards.
Global account
Click the Global Player button.
A window will open with several options:
Create an account,
Sign in, or
Continue with your Apple, Facebook, or X account.
Best security practices
Log out after using shared devices.
Keep your password private.
Check Active sessions regularly and close any you do not recognise.
To check your active sessions:
go to Go to My Account → Security.
Select Active Sessions.
