Lock Account Tool
The Lock Account tool blocks access to high-risk features when an account is suspected to be compromised. It protects sensitive data by preventing unauthorized actions and triggering internal review by the Expensify team.
When to Use the Lock Account Button
Click the Lock Account button if:
- You believe your own account has been compromised (e.g., suspicious logins, changes to contact info, or unfamiliar devices).
- You’re a Workspace Admin and suspect an employee’s account is at risk.
- You notice unusual activity, such as new payment methods, security setting changes, or frequent failed login attempts.
Locking the account restricts access to sensitive features and alerts Concierge to review the account.
What Happens When an Account is Locked
The following actions will be blocked when an account is locked:
Contact & Security
- Adding or removing a contact method
- Changing the default contact method
- Adding or removing Two-Factor Authentication (2FA)
- Adding or removing Copilots
Wallet & Bank Accounts
- Adding, deleting, or editing bank accounts (Account > Wallet)
- Enabling the Wallet
Workspace Members
- Inviting new members
- Removing members from Workspaces > [Workspace Name] > Members
Expensify Cards
- Enabling Expensify Cards under Workspaces > [Workspace Name] > More Features
- Issuing cards or changing card limits
- Revealing virtual card details
- Activating physical cards
Note:
- If the locked user is a Workspace Admin, all Expensify Cards in the workspace are suspended.
- If the locked user is a cardholder only, only their card(s) are suspended.
Reimbursements and Payments
- Clicking Pay on reports, IOUs, or invoices
- Blocked for reports submitted by the locked user
- Blocked for all reimbursements if the locked user is a reimburser
How to Lock an Account
To lock your own account or an employee’s account:
- Go to Account > Security.
- Click Lock Account.
⚠️ Important: This action is not reversible from within the product. Once an account is locked, only Expensify Support can unlock it.
How to Unlock an Account
Unlocking a locked account requires assistance from Expensify Support. Once you click Lock Account, Concierge will begin reviewing the account and contact you with the next steps. You may be asked to:
- Verify identity
- Reset login credentials
- Review recent activity
- Confirm that no unauthorized changes remain
Once security checks are completed, the Expensify team will unlock the account.
FAQ
Why can’t I unlock my account myself?
For your security, only Expensify Support can unlock an account. This prevents malicious users from reversing a lock if they’ve gained access. To get help, reach out to Concierge support via chat. We’ll respond as quickly as possible.
