Reporting a security concern

What to do if you think your account has been compromised.

If something is wrong with your account, act first and ask afterwards. Minutes matter.

Do this immediately

Change your password — see password requirements. Use one you have never used anywhere else.
Enable 2FA if it is off — see how to enable 2FA. If it is already on, disable and re-enable it to invalidate the old setup and issue fresh recovery codes.
Check your linked device and unlink anything you do not recognise — see linked devices.
Review your transaction history and your open orders for anything you did not do.
Tell us — open a ticket, or use the contact form if you cannot sign in.

Warning signs

A device you do not recognise linked to your account
Transactions, orders or Earn positions you did not create
Password reset or 2FA emails you did not request
Being locked out with a password you are certain is correct

How Cryolynx will never contact you

We will never ask for your password, a 2FA code, or a recovery code. We will never ask you to send crypto to an address to "verify", "unlock" or "secure" your account. We will never ask you to install remote-access software so someone can "help" you. Anyone doing any of these is trying to rob you, no matter how convincing they sound or which name they use.

If you are on a call while using the app

The Cryolynx mobile app on Android and iPhone notices when you are on a phone call, or on a voice or video call in an app such as WhatsApp, Telegram, Signal or Teams. If you are signed in during a call, it shows a "We noticed you're on a call" warning before you carry on:

Continue trading closes the warning. You will not see it again for the rest of that call.
Cancel and log out ends your session straight away. Choose this if anyone on the call is telling you what to tap, type or send.

The app only notices that a call is happening. It never sees who you are talking to, never listens to the call, and does not ask for any extra permission on your phone.

If someone on a call is guiding you through Cryolynx, hang up, log out and follow the steps at the top of this page. Scammers often call pretending to be Cryolynx support, your bank or the police, and ask you to move your crypto to a "safe" wallet. There is no such thing.

If you spot a vulnerability in the platform itself, report it through the contact form with enough detail to reproduce it. Please do not publish it before we have had a chance to fix it.

Was this helpful? Glad it helped. Sorry about that — open a support ticket and we will help you directly.

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Still need help?

If the answer is not here, talk to us.

Open a support ticket Tied to your account, so we can see what you are asking about. Sign-in required.