My account is suspended or disabled

Suspended and disabled mean different things. A suspension is temporary: you can still log in, but you can't take bookings until it lifts. Disabled is permanent: you can't log in at all, and you'll see "This therapist account has been permanently disabled."

Suspended

• Your account is blocked from bookings for a period. You can still log in and use the Caregiver App and the web dashboard.
• Users can't find or book you while you're suspended.
• The most common cause is declining bookings. You're allowed 1 decline among roughly your last 20 bookings (2 if you're a Mytherapist.ng Prime therapist). Go past that and your account is suspended automatically for 7 days. See Accept or decline a booking.
• Mytherapist.ng can also suspend an account directly. If you don't know why you were suspended, contact support.

What to do during a suspension

• An automatic suspension lifts after 7 days.
• Use the time to make sure your availability matches the hours you can actually work, so bookings don't arrive at times you'd have to decline. See Set your availability.
• Next time, suggest alternative times instead of declining.

Disabled

• Disabling is permanent. Login is blocked on every device, and you'll see "This therapist account has been permanently disabled." when you try to sign in.
• It isn't a password problem, so resetting your password won't help.
• If you believe your account was disabled by mistake, contact support. If you can't log in to reach Support in the app, use Contact us.

Closing your account yourself

Therapists can't delete their own account from the app or the web dashboard. If you want to leave the platform, contact support and ask for your account to be closed. Your access is then removed.

In the Caregiver App, open Support, or use the support chat in the web dashboard. A person replies Mon–Sat, 9am–5pm WAT.