The locked account tool blocks access to high-risk features when an account is suspected to be compromised. It prevents unauthorized actions and protects sensitive account and payment functions.

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When is it appropriate to click the button for your own account or for your employee’s account?

Click the Lock Account button if:

• Your account is compromised (e.g., unexpected logins or changes).
• An employee’s account appears at risk.
• Suspicious actions like changing contact methods or adding payment methods occur.

Locking the account restricts critical permissions and alerts Concierge to review the situation.

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Which features are locked?

The following actions are blocked in Expensify when an account is locked:

Contact & security

• Adding a new contact method
• Setting a secondary contact method as default
• Adding or removing Two Factor Authentication (2FA)
• Adding or removing Copilots

Wallet & bank accounts

• Adding, deleting, or updating bank accounts (Settings > Wallet)
• Enabling the Wallet

Workspace members

• Inviting a workspace member
• Removing a member from Settings > Workspaces > Members

Expensify Card

• Enabling Expensify Cards under Settings > Workspaces > More features
• Issuing cards and editing card limits
• Revealing virtual Expensify Card details
• Activating physical Expensify Cards

Note:

• If the user is a Workspace Admin, all cards under the workspace will be suspended.
• If the user is only a cardholder, only their personal cards will be suspended.

Reimbursements and payments

• Clicking Pay on reports, IOUs, invoices
  • Blocked for: reports submitted by the locked user
  • Blocked for all reimbursements if the user is a reimburser

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How to do it?

The Lock Account button is located at Settings > Security > Lock Account.

Note: This button is not reversible. Once the account is locked, a member of the Expensify team will secure your account and be in touch to assist you with unlocking the account.

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Unlocking an account

This button is not reversible without the assistance of an Expensify team member. Once the account is locked, a member of the Expensify team will work with you to take the necessary steps to secure your account and remove any unauthorised access. Only once these steps are taken will the account be unlocked.

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FAQ

Why can’t I unlock my account?

Only Expensify can unlock an account. This safeguard ensures no bad actors can reverse the lock before your account is secure. Use the Concierge chat for support, and our team will assist as soon as possible.