CoinJar’s "Lock Account" feature is a tool designed to give you more control over your account security. It allows you to temporarily disable certain account functions, adding an extra layer of protection when needed.
When should you lock your account?
There are specific situations where locking your account can help protect your funds.
Suspicious activity or unauthorised access
If you suspect someone may have accessed your account without permission, locking it right away will block any withdrawals and prevent further activity.
For example, you should consider locking your account if your email address is compromised or you experience incidents like SIM jacking.
Lost or stolen device
If your phone or laptop is lost or stolen, locking your account helps protect your funds until you can safely regain access.
How to lock your CoinJar account
Locking your account is a quick and straightforward process, whether you're using the CoinJar app or the web platform.
Using the CoinJar app
Navigate to More > Help & Support > Lock Account, answer the security questions, and confirm your request.
On the web
Go to Support > Lock Account, answer the security questions, and confirm.
The lock will be applied immediately.
What happens when your account is locked?
Here’s what you can and cannot do while your account is locked:
- Accessing your account: You can still log in to view your balance and transaction history.
- Transactions: All sending, receiving, buying, and selling functions are disabled.
- Deposits and withdrawals: Fiat deposits and withdrawals are blocked. Incoming funds will be marked as pending and processed once the account is unlocked (if within account limits).
- Password changes: You can still change your password if necessary.
Should you change your password?
Yes, it’s a good idea to update your password after locking your account. In some cases, we may ask you to change it again as part of the unlocking process for added security.
How to unlock your account
After locking your account, you’ll receive an email with a link to the "Unlock My Account" form. Fill out the form and answer the security questions to submit your request. Our support team will then review your submission, verify your identity, and unlock your account if everything is in order.
What happens after unlocking?
Once your account is unlocked, we’ll send you an email prompting you to reset your password. After updating your password, your account will be fully restored.
How long does unlocking take?
Our support team strives to process unlock requests as quickly as possible. However, the time required may vary depending on your circumstances. Each request is carefully reviewed to maintain the security of your account.