Shakepay takes the protection of your assets very seriously, which is why we have put measures in place to help you secure your account if you believe it has been compromised.

Why should I use the Suspend my Account feature?

We recommend you to use this feature only in cases when you believe your account is being compromised. Examples include:

  • If you get an e-mail from Shakepay saying someone logged into your account, and that person is not you

  • If your login credentials are hacked or stolen

  • if you are victim of a SIM swap attack

  • If you believe to be victim of fraud/scam

  • If you are under a situation of duress

Note: If you have the Shakepay Card, clicking "suspend account" will suspend all transaction permissions for both your Shakepay Card and your account.

How can I enable this feature and suspend my account?

  • Go in the Settings of the mobile app

  • Click on Security and Privacy, then on suspend my account

  • A pop up window will ask you if you do wish to proceed further. You can then click on Confirm, which will suspend your account.

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If you can't log into your Shakepay account, you can suspend your account using the link below:

You will be asked to input your shaketag and password, but you will not need to input your 2FA code.

Once the Suspend my account feature is activated, how can I restore my account and re-enable it?

In order for us to re-enable your account, you will need to submit a security selfie while holding:

  • A Photo ID: your passport or driver's license (health card will not be accepted)

  • A paper with the word "Shakepay" and today's date

Please make sure that your photo, paper, and ID are clear and readable.

Example selfie with ID

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Once you have the selfie, you will need to upload it directly into your Shakepay account from this link:

If you require any further assistance, please reach out to our support team.

Related articles:

How to enable 2FA with an Authenticator app

How to verify my account?

How Shakepay identifies individuals on sign up

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