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.

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?

Crypto.com App & Exchange Customers

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

Launch the Crypto.com App and tap Log In to Existing Account
Enter and verify your registered email address
Confirm the reason for locking your account
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:

Go to the Card tab
Click ‘Card’ icon on the upper right corner
Tap Unfreeze your card

Crypto.com Exchange Customers

Please follow the steps below to resume account access:

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.

How do I lockup CRO on the Crypto.com App?

How to lock up CRO on Crypto.com Exchange?

About Exchange App

One-Button Lock: FAQ

How do I lock up CRO to participate in the Level Up Experience (United States, Canada, Singapore, Malaysia, Hong Kong, Taiwan, Philippines users)