eWallet Troubleshooting – Forgot Password & Locked Account

Forgot Password

If you need to reset your eWallet password:

1. Log in to your Frequense Back Office at my.frequense.com.

2. Go to Profile → Commissions Account.

3. Click Take Me to My Account.

4. On the eWallet login screen, select Forgot Password and follow the prompts.

5. If you do not receive the reset email:

   • Check your spam/junk folder.

   • For Gmail users, also check your Updates/Promotions tab.

6. Still no email? Contact [e-mail] with a screenshot so we can assist.

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Locked Out of Your eWallet Account

If your eWallet account is locked, please send the following to [e-mail]:

• A picture of your government-issued ID

• A selfie holding the same ID

• A bill showing your name and the address associated with your ID

Our team will verify your information and work with the eWallet provider to restore your access.

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✅ Tip: Make sure your eWallet account information (name and email) matches exactly with your Frequense Back Office profile to prevent login issues.