Freeze your account if you think someone else has access to it. You can do it in two ways:

in Account → Security, click Freeze account;
from the It wasn't me button in our email about a request to reset two-factor authentication. There you can choose Only cancel the 2FA reset request or Freeze account;
from the It wasn't me button in our email with a confirmation code (login, withdrawal, API key, password change, two-factor authentication, anti-phishing code, account deletion, sub-accounts) or in a security email (New login detected, password, two-factor authentication, anti-phishing code or API key changed, withdrawal approved or processed). You do not need to log in. The button works for 7 days. If the email was sent to a sub-account, only that sub-account is frozen.

If you get such an email about something you did not do, someone knows your password or uses your session: freeze the account at once. Check that the email shows your anti-phishing code. The freeze page never asks for your password or codes.

Opening the page does not change anything: first you see what happens, tick the confirmation and click Freeze account.

What happens when the account is frozen:

all open orders are cancelled;
withdrawals and transfers are blocked;
withdrawals that have not been sent to the network yet (waiting for review or in the queue to be sent) are cancelled, and the amount returns to your balance. A withdrawal already sent to the network cannot be stopped;
you are logged out of all devices, and you cannot log in while the account is frozen;
all API keys are disabled (they stay disabled after the unfreeze; create new ones if you need them);
deposits are still credited to your account;
the same applies to your sub-accounts.

How to unfreeze. Write to us through the support form from the email of your account. We verify your identity first; documents are accepted only through identity verification on the site, never by email. After the unfreeze withdrawals are blocked for 24 hours. Withdrawals cancelled by the freeze are not restored: create a new withdrawal when you need it.

Our team can also freeze an account for security reasons. Then you get an email, and you cannot log in. Write to support to find out more.

Freezing only a sub-account

If only a sub-account is at risk (for example, its API key leaked), freeze just that sub-account: open Account → Sub-accounts, click Freeze next to it and confirm with Freeze sub-account. No code is needed. The sub-account is logged out, its API keys are disabled, its open orders and withdrawals not sent yet are cancelled, and it cannot send transfers; deposits are still credited. Your main account and the other sub-accounts keep working, and you get an email.

A sub-account is also frozen alone when it freezes itself (signed in to the sub-account, in Account → Security) or through the API with its own key or with a key of the main account.

To unfreeze it, click Unfreeze next to it in Account → Sub-accounts and enter the confirmation code. Its API keys stay disabled: create new ones if you need them. A sub-account cannot be unfrozen while the main account is frozen. If our team froze the sub-account, the list shows Frozen by support: write to support to unfreeze it. See also What are sub-accounts?

Stay safe: Strade support never asks for your password, 2FA codes or seed phrase.

How do I freeze my account, and how is it unfrozen?