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

Via the email notification like the one shown below, click on the lock your account now’ link and follow the instructions thereafter to lock your account.

Important: Once you have locked your account, you will not be able to log in to the Crypto.com Exchange, Crypto.com Exchange App, or Crypto.com App 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

Details

Buying/Selling Crypto

  • All outstanding orders will be cancelled

  • New orders cannot be created

Crypto Withdrawals

  • Pending withdrawals will continue to be processed

  • New requests cannot be created

Fiat Withdrawals

  • Pending withdrawals will continue to be processed

  • New requests cannot be created

Transfers between the Crypto.com Exchange and App

  • Pending transfers will continue to be processed

  • New requests cannot be created

Adding New Withdrawal Addresses

  • Withdrawal address whitelisting will not be allowed

  • Existing withdrawal addresses will be preserved

Supercharger

  • Rewards for existing event participations will continue to accumulate

  • Participation in new events will not be allowed

The Syndicate

  • Rewards for existing event participations will continue to accumulate

  • Participation in new events will not be allowed

CRO Lockup

  • CRO lockups/unlocking will not be allowed

  • Existing rewards will continue to accumulate

  • New CRO lockup orders cannot be created

On-Chain Staking

  • New on-chain staking requests will not be allowed

  • Existing rewards will continue to accumulate

Soft Lockup

  • Opting in to Soft Lockup will not be allowed

  • Existing rewards will continue to accumulate

Trading Bots

  • New trading bots cannot be created. This applies to every type of trading bot.

  • All existing trading bots will continue to function normally

Lending

  • Loan repayments will not be allowed

  • Collateral adjustments will not be allowed

  • Margin call and asset liquidation will proceed normally

  • New loans cannot be requested for

OTC Portal

  • New orders cannot be created

Spot and Margin Trading

  • All open buy and sell orders will be cancelled

  • All open margin positions will not be closed

  • Interest on open margin positions will continue to accrue

  • Margin call and asset liquidation will proceed normally

  • New orders cannot be created. This applies to all order types.

Derivatives Trading

  • All open derivatives positions cannot be closed

  • PnL and funding settlement on open positions will proceed normally

  • Interest on open margin positions will continue to accrue

  • Margin call and asset liquidation will proceed normally

  • New orders cannot be created. This applies to all derivatives products.

Growth Programmes

Your affiliate or broker status will not be affected. You can continue to make user referrals, and all existing referrals will be processed.

How do I resume account access?

Please follow the steps below to resume account access:

  1. Click Contact Customer Support in the Account Locked page or via the email notification you receive

2. Our Customer Support Team will unlock your account after verifying that you are its owner.

Please note that the process of unlocking your account may take several business days. Once your account is unlocked, you will regain access to your Crypto.com Exchange and App accounts. You will then be able to access the Crypto.com Exchange, Crypto.com Exchange App, and Crypto.com App again.

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