On Samsung smartphones and tablets, as well as the brand’s other devices and services, you need to sign in to your Samsung account to access certain features. However, some users are now facing issues signing in to their accounts.

Galaxy smartphone users have been complaining on Reddit and Samsung’s Community forum that when they try to sign in to their Samsung account, they see a message that says, “Unable to sign in. Account deactivated due to Security reasons.”

Some users tried resetting their passwords to resolve the issue, but that doesn’t seem to have helped. They eventually reached out to Samsung’s support team, only to receive different responses from different agents.

According to one user, a support agent told them that their account was in “banned status” and that there was nothing they could do about it. However, some other support agents said that this is a known issue and that Samsung is working to resolve it.

Another user said that Samsung’s support team unlocked their account within twelve hours of them reaching out. Hopefully, Samsung issues a statement on the matter and resolves the issue quickly.