Help center

What is Emergency Lock?

Emergency Lock is a security feature available in the XTB mobile app.
It allows you to immediately lock your account independently – without contacting Customer Support – if you want to quickly secure access to your investment account.

How to enable Emergency Lock?

To activate the lock in the mobile app:

Tap the profile icon in the top left corner.
Go to the Security tab.
Select Emergency Lock and enable the feature.

The lock will be activated immediately.

What happens after enabling Emergency Lock?

Once activated:

You will receive an email confirming that the lock has been enabled.
A visible banner informing you about the active lock will appear in both the mobile app and the web platform.
The banner will be displayed throughout the application.
From the banner, you can go directly to the account unlocking process.

What is blocked during Emergency Lock?

When the lock is active, you cannot:

withdraw funds,
open or close trades,
use eWallet (in branches where the service is available).

How to disable Emergency Lock?

To remove the lock:

Click the banner visible on the platform, which will redirect you to the unlocking process,
or
Tap the profile icon in the top left corner and go to the Security tab.
To remove the lock, you must complete a video verification.

🚩 Before removing the lock, we recommend changing your password.

To complete the process, the app must have access to your device’s camera and microphone.

If you experience any difficulties unlocking your account, please contact Customer Support.

👉The feature is now available to all users of the XTB investment app with the latest iOS version. The Android version will be rolled out to all users by March 9.

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How can we help you?

Emergency Lock – Additional Protection for Your Account

Details

How can we help you?

Emergency Lock – Additional Protection for Your Account

Details

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