# The device is locked for the App

While using the Application, your device is constantly checked for compliance with the Security Criteria.

{% content-ref url="/pages/-MZYy0Ty-Zi28XQyJU\_n" %}
[Trusted Device Criteria](/guide/app-guide/trusted-devices.md)
{% endcontent-ref %}

If the state of a device does not meet the requirements set by the system, it can be blocked in terms of using the Application, as the device may present a threat to the safe acceptance of card payments.

{% hint style="warning" %}
In some situations (instead of blocking), the application settings will be reset to their initial state, so you need to [setup your device](/guide/app-guide/device-setup.md) again. 
{% endhint %}

To find out the possible reason for blocking and to request to unlock the device, contact the support service of your Acquiring Service Provider.

{% hint style="info" %}
When addressing the support, please provide the device ID <img src="/files/-MZUdzNm3w1h2qwYhPX_" alt="" data-size="original"> displayed on the Application’s `Sign in` screen.
{% endhint %}


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.tapxphone.com/guide/app-guide/trusted-devices/device-blocked.md?ask=<question>
```

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The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.