# 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="" %}
[](https://docs.tapxphone.com/guide/app-guide/trusted-devices)
{% 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](https://docs.tapxphone.com/guide/app-guide/device-setup) 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="https://3620309197-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-MZUSwpZpDHn6o15IQfX%2F-MZUbvJ4AZG8rkH4XgGG%2F-MZUdzNm3w1h2qwYhPX_%2Fsmartphone%20(1).svg?alt=media&#x26;token=e740d6cf-5311-4f07-9957-9ba22a2fdb43" alt="" data-size="original"> displayed on the Application’s `Sign in` screen.
{% endhint %}