How do I lock my account to prevent unauthorized access?

You can place a security lock on your account by using the Unchained 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.

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 2FA was reset.
  • You believe your email address was compromised, and you don't have 2FA 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:

  1. Sign in to the Unchained iOS app on your iPhone or iPad.
  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.