One-Button Lock: FAQ | Crypto.com Help Center (2024)

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 [emailprotected] to temporarily lock your account. This restricts access to your account and the withdrawal of your assets.

OR

If you received an email regarding an unauthorized login attempt, click on the lock your account now link at the bottom of the email and follow the on-screen instructions to lock your account.

One-Button Lock: FAQ | Crypto.com Help Center (1)

One-Button Lock: FAQ | Crypto.com Help Center (2)

Important: Once you have locked your account, you will not be able to log in to your Crypto.com App and Crypto.com Exchange account with your email address.

Once your account is locked, it will be affected in the following ways:

Feature

Status

Buy/Sell Crypto

  • Outstanding orders will be canceled

  • New orders will not be allowed

Crypto Withdrawal

  • Pending withdrawals will continue to be processed

  • New requests will not be allowed

Fiat Withdrawal

  • Pending withdrawals will continue to be processed

  • New requests will not be allowed

Transfers Between the Exchange and App

  • Pending transfers will continue to be processed

  • New requests will not be allowed

Whitelisting

  • Withdrawal address whitelisting will not be allowed

  • Existing withdrawal addresses will be preserved

Crypto.com Visa Card

  • Card will be deactivated (Top-ups and purchases will be disabled)

Supercharger

  • Rewards for existing event participation will continue to be accumulated

  • Participation in new events will not be allowed

Earn

  • Rewards for existing programs will continue to be accumulated

  • Participation in new programs will not be allowed

CRO Staking

  • Staking rewards will continue to be accumulated

Referral and Affiliate Programs

  • Affiliate Program and Referral Program will not be affected

Missions

  • Diamond redemptions will be disabled

Target Price

  • New orders will not be allowed

  • Pending orders will be canceled

Recurring Buy

  • New orders will not be allowed

  • Pending orders will be executed and subsequent orders will be canceled

Crypto.com Pay

  • New Pay Your Friends transfers will not be allowed

  • Pending transfers (transfers to a non-Crypto.com App user) will be canceled

  • New Gift Card, Mobile Airtime, and Pay Checkout orders will not be allowed

Please follow the steps below to resume account access:

  1. Click the Contact Customer Support button on the Account Locked page or from the email you received.

    One-Button Lock: FAQ | Crypto.com Help Center (3)

  2. Our Customer Support team will help you unlock your account after verifying that you are the 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.

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One-Button Lock: FAQ

One-Button Lock: FAQ | Crypto.com Help Center (2024)

FAQs

How long does it take to unlock a crypto.com account? ›

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.

How do I contact crypto customer service? ›

Please note that any complaints regarding any other product or services o ered by the Crypto.com group must be addressed to [email protected].

How do I unlock my crypto account? ›

If your Crypto.com account is locked, and you're unable to access the reset screen or use the passcode, go to the Crypto.com website and look for a "Support" or "Contact" page. They often provide instructions on how to contact their support team for assistance.

How do I get back into my crypto account? ›

SRP is the only way to recover a crypto wallet. This recovery phrase is a series of words generated by your wallet at setup. SRP acts as a crypto security phrase that can be used to regain access to your account in case you forget your wallet password. It is made up of a series of 12 to 24 simple words.

Why can't I get into my Crypto.com account? ›

If you are unable to log in it may be due to: Incorrect email address - Type in the email address that you used to register with; Incorrect SMS Verification code - Re-send the SMS Verification code and try again; New Phone Number - Didn't receive a code?

Does Crypto com let you withdraw immediately? ›

Sometimes, users might not receive a withdrawal request confirmation immediately. Remember that Crypto.com might take up to two hours to process withdrawals. Contact their customer support if you've still not received confirmation after this period.

Is Cryptocom customer service 24 hours? ›

We provide 24/7 live customer support.

It's our priority to help you make the most of your Crypto.com experience.

Where is Crypto.com located in the US? ›

Crypto.com Arena (formerly Staples Center) is a multi-purpose indoor arena in Downtown Los Angeles. Opened on October 17, 1999, it is located next to the Los Angeles Convention Center complex along Figueroa Street, and has since been considered a part of L.A. Live.

Who can I talk to about cryptocurrency? ›

Investors can ask a financial advisor if they think cryptocurrencies are a good financial asset, how to invest in crypto, and if the advisor holds any crypto investments.

Why is my crypto locked? ›

Causes of Cryptocurrency Locked Accounts

Security Measures: Some exchanges or wallets implement stringent security protocols triggering account locks due to suspicious activities or unauthorized access attempts.

Who is 888-908-7930? ›

Lines are open 𝟮𝟒/𝟕. Who is 888 908 7930? Coinbase Customer Support Options, Coinbase offers several ways for users to get help and talk to a representative.

What does it mean when a crypto is locked? ›

Locked Cryptocurrency: This typically means that the tokens or coins are not currently accessible for transactions. They might be subject to a smart contract or specific conditions that restrict their movement until certain criteria are met.

How do I recover money lost on crypto? ›

Steps to recover lost assets
  1. Go to the Asset recovery page. ...
  2. On the Let's find the transaction screen, select the transaction network, then enter the transaction hash ID and the crypto address you received the unsupported asset on, then select Continue.
  3. Once the transaction is found, select Continue.

What is the 24 word phrase in Bitcoin wallet? ›

Your 24-word recovery phrase (sometimes also called a mnemonic phrase, Secret Recover Phrase or seed phrase) is the master key to all your crypto accounts. Anyone gaining access to your recovery phrase can very easily clone your accounts on their own device (or software wallet) and spend your funds.

How long do I have to wait to withdraw from Crypto com? ›

Withdrawals- Processing Time

Withdrawals to an external address may take 2-3 hours to process. Withdrawals to the Crypto.com App are instant.

Is crypto.com customer service 24 hours? ›

Our Crypto.com Customer Support team is available 24/7 to help you every step of the way, from securing your account to replacing your lost card. The earlier you report your loss, the better your chances of ensuring the security of your funds.

How long does crypto com take to respond? ›

Depending on your issue, it can take between a few minutes and 24 hours to get a reply back. In the bear market, it might take a few hours.

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