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


Why should I suspend my account?

In the event that your card is stolen, compromised or you notice an unauthorized transaction, we recommend suspending both your card and your Shakepay account for security purposes.


How can I enable this feature and suspend my account?

To suspend your account/card, open the settings of the app and select ‘suspend account’. You will find “suspend account” listed under emergency actions.

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If you are unable to login to your account:

  • Call us at +1 (855) 574-2539 and select the option to suspend your account

  • Or use the link provided to suspend your account. You will be asked to enter your email and password, before confirming you wish to suspend your account.

If you experience any issues suspending your card/account please reach out to support.

Note: Clicking suspend account will suspend both your card and your account.


Once my account is suspended, how can I restore my account and regain access to the card?

To regain access to both your account and your card, you will be asked to submit a security selfie.

Once your account is suspended, it will remain so until you submit a security selfie to re-enable it. For this reason, it is important to use this feature only in the event that your account is compromised or your card is lost/stolen.

In order for us to unlock your account, we require you to submit a security selfie. This confirms that you are authorizing Shakepay to re-enable your account.

You will need to send us a 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:

Upload Selfie

Once the selfie is verified and accepted by our security team, your account will be re-enabled and you will receive a confirmation message that you can start using your account again.



Related articles:
How do I suspend my account if I believe it has been compromised?

How does the Shakepay Card work?

How do I dispute a transaction I made with the Shakepay Card?

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