My account is locked
If you cannot access your Paribu account, there are several possible reasons: you may have frozen or locked your account yourself, you may have locked it via SMS, or your access may have been restricted for security reasons. In every scenario the solution goes through Paribu Support.
Why can you not access your account?
If your Paribu account was frozen at your own request, locked via SMS, or restricted for security reasons, you cannot sign in. The title on the screen that opens when you try to sign in tells you which situation you are in, and in every case the only button is Contact Paribu Support. Below you can identify the scenario that fits your situation and apply the solution steps.
The title on the sign-in screen tells you your situation
When you sign in with an account whose access is closed, you see one of the following titles on the screen that opens:
| Title you see on the screen | What it means |
|---|---|
| Your account is frozen | You froze your account at your own request |
| Your account is locked | You locked your account at your own request, or it was locked due to security precautions |
| Your account is disabled | Your account was disabled at your request |
| Your account will be disabled | Your closure request has been received and the process is ongoing |
A lock can happen for two different reasons and the description on the screen tells them apart: if it was locked at your own request it reads "Your account was locked at your request.", and if it was locked for security reasons it reads "Your account was locked due to security precautions." In both cases removing the lock goes through Paribu Support.
If you froze your account yourself
If you froze your account yourself from the security settings, your access is closed. The freeze screen lists the consequences of the action before you confirm it:
- All your assets will be frozen and your account will be closed to all transactions
- All devices associated with this account will be removed and related sessions will be terminated
- All API keys associated with this account will be deleted
- All your open orders will be canceled
To reactivate your account, start the live support chat through Paribu Support and request reactivation. The support team verifies your identity and requests certain documents from you in order to keep your account secure.
Warning: You can initiate the account freeze yourself, but reactivation is done through Paribu Support. For this reason, make sure it is truly necessary before freezing your account
When the freeze is complete, a notification email is sent to the email address registered to your account. If you do not have access to your registered email address, you need to contact Paribu Support before freezing.
For detailed information you can view the How do I reactivate my account? article.
If you locked your account via SMS
Paribu offers the option to lock your account via SMS in urgent security situations. If you used this method, your account is locked for security purposes and all transactions are stopped.
To unlock an account locked via SMS, start the live support chat through Paribu Support and request that the lock be removed. To allow your request to be resolved quickly, it is recommended to have the email address and phone number registered to your account and the lock date ready.
Note: Locking your account via SMS is a security feature that provides quick protection when you notice suspicious activity. If you initiated the lock yourself, the support team can reopen your account after verifying your identity
If your access is restricted for security reasons
When Paribu detects unusual activity on your account, it may temporarily restrict access for security reasons. In this case you may see the description "Your account was locked due to security precautions." on the sign-in screen, and in the app the message "Your transactions have been temporarily suspended due to an issue with your account. Please contact Paribu Support for more information."
What you can do:
- Check your email inbox — information about the reason for the restriction may have been sent to the address registered to your account; also review the spam folder
- Contact Paribu Support — you can learn about your situation and start the resolution process
Security restrictions are evaluated separately for each case; the support team provides guidance suited to your situation.
If you can access your account, review your security status
If your access is open, you can also check for suspicious activity yourself. Tap the menu (≡) icon at the top left of the screen to reach the Account section, then follow Account and settings → Security settings:
- Manage devices — you can view the devices that have access to your account, and if there is a device you do not recognize you can end its session with Delete device. To close all of them at once, use the End sessions on all devices option
- Incorrect logins — you can view the incorrect sign-in attempts from the last 7 days with their date and IP address
If you see a sign-in or a device you do not recognize, change your password immediately and contact Paribu Support.
How do I create a support request?
You can start the live support chat through Paribu Support even when you do not have access to your account. The support chat is reachable without signing in; your name, registered email address, and phone number are requested.
Depending on your account status, the support team verifies your identity and then reactivates your account or removes the restriction.
Frequently asked questions
Are my assets safe while my account is frozen?
Yes. When the account is frozen your assets continue to be protected; only the account is closed to all transactions. When your account is reactivated you regain full access to your assets.
I froze my account myself but I cannot reopen it, what should I do?
You can initiate the account freeze yourself; reactivation is done through Paribu Support. Start the live support chat and request reactivation; documents are requested during the process in order to verify your identity.
Are a locked account and a banned account the same thing?
No. On a locked account access is closed temporarily and it can be removed with the support team. A banned account is closed to transactions because of a policy or legal regulation. For the distinction you can view the My account is 'Banned' article.
I do not know why my account was restricted
If unusual activity was detected on your account, an automatic restriction may have been applied for security reasons. Check whether a notification was sent to your registered email address, then contact Paribu Support.
What is the difference between freezing and closing?
Freezing closes your account to all transactions temporarily; closing is an action that disables your account. The app suggests freezing before closing. For details you can view the How do I freeze my Paribu account? article.
Related articles
- How do I freeze my Paribu account? — Freezing the account temporarily
- How do I reactivate my account? — Reopening a frozen account
- Cannot log in — Resolving sign-in issues
- My account is 'Banned' — The difference between a banned and a locked account
- What is device management and how to use it — Viewing and ending active sessions
- How to protect against phishing and fraud — Protecting against phishing and fraud
Author:
Paribu