One-Button Lock: FAQ

Frequently asked questions regarding the One-button Lock Feature

Valery avatar
Written by Valery
Updated this week

My account is compromised/my device is lost or stolen. What should I do?

If you have lost access to your device and/or suspect your account is compromised, you may reach out to our Customer Support Team at [email protected] to temporarily lock your account. This restricts access to your account and the withdrawal of your assets.

OR

If you received an email regarding an unauthorized login attempt, click on the lock your account now link at the bottom of the email and follow the on-screen instructions to lock your account.

Important: Once you have locked your account, you will not be able to log in to your Crypto.com App and Crypto.com Exchange account with your email address.

What will happen to my account after it is locked?

Once your account is locked, it will be affected in the following ways:

Feature

Status

Buy/Sell Crypto

  • Outstanding orders will be canceled

  • New orders will not be allowed

Crypto Withdrawal

  • Pending withdrawals will continue to be processed

  • New requests will not be allowed

Fiat Withdrawal

  • Pending withdrawals will continue to be processed

  • New requests will not be allowed

Transfers Between the Exchange and App

  • Pending transfers will continue to be processed

  • New requests will not be allowed

Whitelisting

  • Withdrawal address whitelisting will not be allowed

  • Existing withdrawal addresses will be preserved

Crypto.com Visa Card

  • Card will be deactivated (Top-ups and purchases will be disabled)

Supercharger

  • Rewards for existing event participation will continue to be accumulated

  • Participation in new events will not be allowed

Earn

  • Rewards for existing programs will continue to be accumulated

  • Participation in new programs will not be allowed

CRO Staking

  • Staking rewards will continue to be accumulated

Referral and Affiliate Programs

  • Affiliate Program and Referral Program will not be affected

Missions

  • Diamond redemptions will be disabled

Target Price

  • New orders will not be allowed

  • Pending orders will be canceled

Recurring Buy

  • New orders will not be allowed

  • Pending orders will be executed and subsequent orders will be canceled

Crypto.com Pay

  • New Pay Your Friends transfers will not be allowed

  • Pending transfers (transfers to a non-Crypto.com App user) will be canceled

  • New Gift Card, Mobile Airtime, and Pay Checkout orders will not be allowed

How do I resume account access?

Follow the steps below to regain access to your Crypto.com account:

  1. Launch the Crypto.com App and tap Log In to Existing Account

  2. Enter and verify your registered email address

  3. Confirm the reason for locking your account

  4. You will be requested to complete identity verification in the App to unlock your account or contact our Customer Support Team for a manual unlock

Please note that manually unlocking may take several business days.

Once your account is unlocked, you will regain access to your Crypto.com App and Exchange accounts. You will then be able to access the Crypto.com App, Crypto.com Exchange Web, and Crypto.com Exchange App again.

If you have a Crypto.com Visa Card, please be reminded to unfreeze your card on the Crypto.com App following the steps below:

  1. Go to the Card tab

  2. Click ‘Card’ icon on the upper right corner

  3. Tap Unfreeze your card

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