Help & FAQ
Search first: most answers are here. If yours isn't, the team is a message away.
Common problems
- I can't log in or I forgot my passwordYou can reset your password if you can’t log in.
- Someone took my accountIf someone else gets into your account, report it so you can regain access.
- My account is lockedA locked account cannot be used until you reopen it.
- Appeal an age lockIf your account is locked because of its date of birth, you can appeal if you entered the wrong year.
- My account is suspendedA suspended account can’t be used to play. It may have an end time; otherwise, it stays suspended until it is lifted.
- Missing money or lost progressContact support if your balance looks wrong, money is missing, or you’ve lost progress.
- Reporting a playerReport a player for harassment, sexual messages, child safety, hate, selling illegal things, scams or spam. Reporting also blocks them and sends your recent chat with them, so you…
- Security reportsUse lagoslife.app/report to report a bug or security hole.
- Names and the blue tickYou can change your username in Profile. A blue tick ✔️ marks a verified account.
- What support can’t doSupport can’t give you game money, items or refunds inside the game.
Your account and safety
- Forgot passwordUse Forgot password to get back into your account by email, or answer owner questions if you can’t use email.
- The 24-hour safety holdYou can check how much of your limit is left and when the hold ends in Settings → Security.
- Adding and confirming your emailYour email is another way to log in and the only way to get a password reset link by email. A confirmed email also counts for the Road to Verified’s Email ring and for roles that…
- Security alerts, account locks and logging outSecurity alerts tell you when your password, email or username changes. If you don’t recognise a change, you can lock your account.
- Reopening a locked accountIf you’re using another phone, tap Can’t get in? → Ask the team or contact support from Phone → Support.
- Can't get in? Ask the team, tickets and /reportCan't get in? on the login screen lets you ask for help without logging in or sending a DM. Use Check a ticket to see your request and reply to questions.
- Suspensions, mutes and restrictionsA suspension stops you from logging in or playing. A mute lets you play but limits who you can contact and where you can post. A restriction limits how money moves in and out of y…
- Chat moderationChat moderation helps keep chats free from messages about selling sex, drugs, weapons, fake documents or scams. It applies to all chats, including DMs between friends.
Still stuck? Contact the team
🎧 In the game
Phone → Support → Contact support, or Chat with support. Your @username goes with your message.
Open Support📝 Without logging in
The report form, for bugs, payments, cheating or a security problem. You get a reference to check later.
Report a problemThe team will never ask for your password, a code or money.
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Last updated 4 Nov 2026 · Support Playbook version 17 · Applies to the game as of 4 Nov 2026 (build 1793797350)