Introducing CoinJar's New “Lock Feature” in Case Something Sus Happens

CoinJar has introduced the "Lock Account" feature — a handy tool that gives you added control over your account security. This feature allows you to quickly disable certain account functions, ensuring an extra layer of protection when needed.

When should you use the lock account feature?

There are several scenarios where this feature could be a lifesaver.

Suspected unauthorised access

If you think someone might have accessed your account without permission, locking it immediately can block any withdrawals.

If you suspect unauthorised access to your account, whether actual or potential (e.g., compromised email address, SIM jacking), immediate account lock can prevent any withdrawals.

Lost or stolen device

Misplaced your phone or laptop? Locking your account will help safeguard your funds until you regain access.

How to lock your account

Locking your CoinJar account is quick and easy, whether you’re on the app or using the website.

Via the CoinJar app

Go to More > Help & Support > Lock Account, answer the security questions, and confirm.

On the Web

Head to the Support tab > Lock Account, answer the security questions, and confirm.

The lock is instant.

What happens when your account is locked?

Here’s what you can and cannot do while your account is locked:

-You can still log in and view your balance and transaction history.

-All transactions are blocked: Send, receive, buy, and sell.

-Deposits and withdrawal of fiat are blocked. Any incoming funds will sit as pending entry transactions and will be released when the account is unlocked, provided they are within account limits.

-Password Changes: You can still change your password if needed.

How to unlock your account

When you lock your account, you’ll receive an email with a link to the "Unlock My Account" form. Complete the form, including answering security questions. Once you submit the form, a support request is generated.

Our team will review your request, verify your identity, and unlock your account if everything checks out.

What happens after unlocking?

Once your account is unlocked, you’ll receive an email prompting you to reset your password. After updating your password, your account will be fully active again.

How long does the unlock process take?

We know how important it is to regain access quickly, and our support team works as efficiently as possible. However, the time required to unlock your account may vary depending on your situation. We take every request seriously to ensure your security.

Should you change your password?

Yes, it’s a good idea to update your password after locking your account. As part of the unlocking process, we may ask you to change it again for added security.