Emergency Account Lockdown

What is Self-Service Account Lockdown?

In the event of a suspected security incident—such as leaked API keys or unauthorized access—time is critical. The Self-Service Account Lockdown feature gives your team immediate control to shut down all trading activity instantly without waiting for customer support.

• Instant Protection: All API purchasing and trading activity is blocked the moment lockdown is confirmed.
• Buyer Admin Only: Restricted strictly to Buyer Admin roles to prevent unauthorized or accidental use.
• MFA Protected: Multi-Factor Authentication (MFA) is required to confirm the action.

How to Trigger an Account Lockdown

If you suspect an active security threat, follow these steps to immediately disable trading on your account:

1. Log into the Buyer Hub using an account with Buyer Admin permissions.
2. Navigate to Security Centre → Account Lockdown.
3. Review the emergency warning information on screen.
4. Type LOCKDOWN in uppercase into the text confirmation box.
5. Click Confirm Lockdown.
6. Complete the Multi-Factor Authentication (MFA) prompt to finalize.

Note: Once confirmed, trading is halted immediately across your entire account.

What Happens During a Lockdown?

When an Account Lockdown is activated:

• Your account status is instantly updated to disabled, blocking all ongoing API transaction requests.
• Tillo’s Security and Operations teams are automatically alerted to the incident.
• Your team can immediately begin internal security remediation (rotating keys, auditing users, etc.).

Re-Enabling Your Account (Security Restoration)

Recommendations for Re-activation.

Please contact Tillo Support to unlock your account, once you believe you have secured your account again. We would recommend you complete the following security remediation steps:

• Rotate API Credentials: Revoke compromised or suspect API keys and generate new ones.
• Audit User Access: Review all active users in the Buyer Hub and revoke access for unknown or inactive accounts.
• Enforce Security Standards: Confirm that Multi-Factor Authentication (MFA) is enabled for all admin users.
• Identify Root Cause: Ensure you have identified and contained the source of the potential breach.

Once you are ready, please contact Tillo CS team (Servicedesk@tillo.io) Our security team will review the incident with you, verify any actions taken, and safely restore access to your account.

Troubleshooting & Common Scenarios

My account is disabled, but I didn't lock it down

Cause: Another user on your account with Buyer Admin rights may have activated the lockdown feature, or your account was disabled for administrative reasons.

Solution: Check internally with your account administrators. If a team member activated the lockdown, complete your internal security review and contact Tillo Support to begin the re-activation process. If you suspect unauthorized access, contact Tillo Support immediately.

I cannot find the Account Lockdown option in the Hub

Solution: Verify that you are logged into the Buyer Hub and that your user account has the Buyer Admin role assigned. Standard Buyer Users cannot view or trigger this feature.

Account Lockdown was triggered by mistake

Solution: Because lockdown requires typing a confirmation word and completing MFA, accidental triggers are rare. However, if it occurs during testing or by mistake, contact Tillo Support immediately to confirm there is no actual security breach and request an account re-activation.

I am locked out of my admin account entirely

Solution: If an attacker has compromised your login credentials or locked you out of the Hub, follow standard emergency account recovery procedures by contacting Tillo Support directly for immediate manual intervention.

Frequently Asked Questions (FAQ)

Q: Can a regular Buyer User trigger a lockdown?

No. Only users assigned the Buyer Admin role can access the Account Lockdown feature.

Q: Why can't I unlock my account myself after a lockdown?

Locking an account signals a potential security incident. Leaving the re-enable function open self-service could allow an attacker to re-open the account. Tillo manages account restoration directly to ensure necessary security steps (like key rotation) have taken place first.

Q: Can I test the Lockdown feature in a live production environment?

No. Please do not test this feature in production. Triggering a lockdown will immediately halt your live API purchasing and require manual support intervention to re-enable.

Q: Does lockdown invalidate existing Hub sessions?

While lockdown immediately blocks all trading and purchasing activity across the account, active Hub sessions remain logged in so admins can audit settings and users.

Q: Can Lockdown be triggered via the API?

Currently, Self-Service Account Lockdown is available exclusively through the Buyer Hub web interface.