Security & fraud prevention

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Lock or unlock your compromised account

If you think someone else can get into your account, lock it. Locking logs out every session and stops anyone, including you, from signing in until our team unlocks it.

When to lock your account

Lock your account if you think someone else has access to it, or if you lost a device that can get into it and you can't remove it right away. If you only want to report a scam or a suspicious message, you don't need to lock: report it instead.

On the web

You can lock your account only on the web.

  1. Sign in and go to Support → Report security issue.
  2. Click Report.
  3. Under Select a topic, choose Suspicious activity.
  4. Under Select a subtopic, choose Unauthorized access or Lock account.
  5. Describe what happened. You can add a subject and attach files such as screenshots.
  6. Turn on the Block my account switch.
  7. Click Submit report.
  8. On Verify your email address, enter the code we emailed you and click Verify.
  9. On Verify your phone number, enter the code we sent to your phone by SMS and click Verify.

Your report is sent to our team and your account is locked straight away.

In the app

The app's Report security issue sends a report to our security team, but it can't lock your account. If you need to lock it, use the web steps above. If you can't sign in on the web, contact Support and say that you want your account locked.

What happens when your account is locked

  • Every session is logged out, on the web and in the app.
  • Nobody can sign in. If you try, you'll see a message that your account has been restricted.
  • The Passkey on your phone can't be used while the account is locked.

Unlock your account

You can't unlock your account yourself. Our team unlocks it after checking that it's safe.

  1. Contact Support and ask for your account to be unlocked. Use the email address registered to your account.
  2. When we unlock it, we email you a link to verify your identity again. Follow the link and complete the identity verification.
  3. Once you're back in, change your password (see Password reset) and check your 2FA (see How to enable or reset Two-Factor Authentication (2FA)).
  4. Check Security → Devices & sessions and remove any phone you don't recognise.

Please note: Safe2transact staff will never ask for your password, 2FA codes or app PIN, even while helping you unlock your account.