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How do I lock my Unchained account to prevent unauthorized access?

You can place a security lock on your account using the Unchained web or mobile app.

If you suspect anyone is accessing your account without your permission, you should either lock your account or call Unchained directly for help. 

Caution: Locking your account is only for urgent security threats. Unlocking the account requires video verification by the Unchained support team.

Locking your account signs you out of all active sessions and blocks future sign-in attempts with your credentials until Unchained Support unlocks it. The lock applies only to your individual Unchained access. Other members of a shared business or trust account can still sign in and access that account.

When should I lock my account?

  • You receive an unexpected email from Unchained that a key or vault was added.
  • You receive an unexpected email from Unchained regarding a new key replacement, sweep transaction, or withdrawal.
  • You receive an unexpected email from Unchained that your password or MFA was reset.
  • You believe your email address was compromised, and you don't have MFA enabled on Unchained.
  • You notice suspicious activity, and it's outside Unchained's regular business hours, 9:00 AM CST - 5:00 PM CST Monday - Friday.

You do not need to lock your account if:

Tip: When calling Unchained, have your support PIN ready and always ask the Unchained representative for their PIN.

How to lock your Unchained account on the web:

  1. Sign in to your Unchained account.

     

  2. Click Profile on the left-side navigation bar, then select Security.

     

  3. Scroll to the Emergency protection section and click Lock your account.
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  4. Review the warning, type LOCK ACCOUNT, and click Lock account.
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  5. You will be signed out immediately. Contact the Unchained support team when you’re ready to restore access. We must conduct a video verification call to unlock your account.

How to lock your Unchained account on mobile:

  1. Sign in to the Unchained app on your smartphone or tablet.
  2. Click the "Profile" icon in the upper-left corner.
  3. Select Lock Account.

  4. Type the word LOCK to confirm.
  5. Contact the Unchained support team when you're ready to unlock the account. We must conduct a video verification call to unlock your account.