Wio Security: Emergency Account Lock & Self-Service Protection



Overview

Your account security is our top priority. If you lose your phone, suspect your login credentials have been compromised, or mistakenly approve an unauthorized request, you can immediately lock your entire Wio account using the web-based Emergency Account Lock — accessible 24/7 from any web or mobile browser with no login required.

Activating the Emergency Account Lock instantly suspends all active sessions, freezes or closes your cards, and blocks outgoing transactions to keep your funds completely safe.

When to Use Emergency Account Lock

Use this feature immediately if:

• Your phone is lost or stolen, especially while traveling.

• You approved a suspicious request (such as an unexpected verification or UAE Pass notification).

• You suspect someone accessed your account without your permission.

• You accidentally shared your account credentials (passcode, password, or security codes).

What Happens When You Lock Your Account?

As soon as the emergency lock is confirmed:

• All Active Sessions Ended: You and anyone else are instantly signed out across all mobile and web devices.

• Outgoing Transactions Paused: A security debit restriction is placed on all your currency accounts to prevent any money transfers.

• Card Protection Applied:

  • For lost or stolen devices: Your physical and virtual cards are temporarily frozen.

  • For suspected account compromise: Your cards are permanently closed to prevent unauthorized charges.

• Account Settings Locked: No password, passcode, email, mobile number changes, or new beneficiary additions are allowed.

• Instant Confirmation Reference: A unique Reference Number is displayed on your screen. Please write this number down or save a screenshot for your records.

How to Lock Your Account (Step-by-Step)

You can activate the emergency lock from any phone, tablet, or computer browser:

1. Visit https://secure-account.wio.io/  and scroll to the bottom of the page

2. Under the Help section, select Security and Protection and click Block your account.

3. Click Start and select what happened under Tell us what happened:

   • Lost or Stolen phone (or lock/freeze account)

   • Account compromised or take over

4. Identify Your Account: Enter your registered email address.

   • If you no longer have access to this email address, check the box indicating it is inaccessible.

   • If multiple accounts are linked to your profile, enter the last 4 digits of your Emirates ID.

5. Verify Your Identity:

   • Enter the One-Time Passcode (OTP) sent to your registered email (if accessible).

   • Complete the quick facial recognition scan using your device's camera.

6. Review & Confirm: Review the list of accounts and cards that will be secured, then submit your request.

7. Save Your Reference Number: Note down the Reference Number displayed on the confirmation screen.

How to Unlock and Reinstate Your Account

Depending on the reason for your initial lock, you can restore access through self-service or with the assistance of our specialized security team:

Option A: Self-Service Reinstatement (For Lost or Stolen Devices)

If you locked your account due to a misplaced phone and have now secured your device:

1. Open the Wio app or return to the web lock page.

2. Tap Proceed on the reinstatement prompt (or select the pending notification on your app home screen if you previously tapped I’ll do it later).

3. Answer the brief security confirmation questions:

   • Enter the reason for initiating the original block.

   • Confirm that your account and device are now secure.

4. Tap Reinstate my account.

5. Complete the facial recognition scan. Once verified, your account access and transaction capabilities are restored immediately.

6. Unfreeze your cards directly in the app under the Cards section.

Option B: Assisted Reinstatement (For Suspected Account Compromise)

If your credentials were compromised, our dedicated security team will verify your identity before unlocking your account to ensure your funds remain 100% protected:

1. Call Wio Customer Care at 600 500 946 (or +971 600 500 946 from abroad).

2. Share your Reference Number with the representative.

3. You will be guided to submit identity verification (a clear image of your original Emirates ID and a short selfie video).

4. Once verified, our team will lift the security restrictions and send an email confirmation.

5. On your next app login, you will complete a quick facial recognition check and create new security credentials.

Frequently Asked Questions (FAQs)

Can I lock my account if I cannot access my phone or email?

Yes. The Emergency Account Lock does not require app login. If your registered phone number or email is inaccessible, you can still authenticate and lock your account using facial biometric verification.

What if I fail the facial recognition scan?

You have up to 3 attempts to complete facial verification. If you reach the limit, please contact Wio Customer Care directly at 600 500 946 for immediate assistance.

Will all my Wio accounts be locked if I have both Personal and Business accounts?

Yes. For your safety, the emergency lock applies across all accounts linked to your Emirates ID to ensure comprehensive protection.

Will I receive an SMS or email with my Reference Number?

No. Because a compromised account may involve compromised email or SMS access, your Reference Number is only displayed on the final confirmation screen. Be sure to note it down or take a screenshot.