Manage your account information

Need to update or change your account information? Select what you’d like to change below, and we’ll guide you through the process.

Once you have submitted your personal information for verification, you will not be able to manually change these details. Click on what you need updating below:

Mistake or legal name change:

  1. 1

    Sign in and access the Get verified or change account info form.

  2. 2

    In the first dropdown select Changing account information.

  3. 3

    Choose your account type and select Name under Account Information Type.

  4. 4

    Enter your previous name, new name, and the reason for the change.

  5. 5

    Upload a valid ID to verify your request.

Travelling:

No updates are needed to deposit or / and withdraw funds.

New Residency:

  1. 1

    Sign in to your Kraken account and access the Get Verified or Change Account Info form.

  2. 2

    Select your account type.

  3. 3

    Under Account Information Type, choose Address.

  4. 4

    You will then be required to attach a valid proof of address document for the new address.

Important notes before changing your email:

  • •

    The new email address cannot be associated with any other Kraken account (active, unverified or closed).

  • •

    We highly recommend using a free public domain email that you will always have access to. If you use self-hosted domains or email addresses included with services (such as your ISP or university email), the likelihood of losing access to the email address is significantly higher.

To change your email address:

  • •

    Sign into your Kraken account.

  • •

    Click on your profile icon on the bottom-left and select Account.

  • •

    Click Edit beside your email, enter the new email, and remove your old PGP key (if applicable).

    Email
  • •

    Press Continue to save.

  • •

    To confirm the change, you will receive two email messages. Enter the authorization code sent to your old email and the confirmation code sent to your new email on the Settings page.

  1. 1

    Open a support ticket using the Sign-in troubleshooting & Account security form.

  2. 2

    In the dropdown menu for “ What type of issue are you experiencing? ”, select Lost or stolen device.

  3. 3

    You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you.

  4. 4

    Once you have responded to the automated support message, we will send you further instructions.

  1. 1

    Sign into your Kraken account at kraken.com/sign-in.

  2. 2

    Click on the Get verified or change account info form.

  3. 3

    Select your account type.

  4. 4

    Under ‘Account information type’ select ‘Phone number’.

  5. 5

    Include your old and new telephone number.

Troubleshooting

Check your spam/junk folder or email blacklist. If unresolved, submit a support ticket Sign-in troubleshooting form:

  1. 1

    In the dropdown menu for What type of issue are you experiencing?, select Not receiving any emails.

  2. 2

    You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you.

Once you have responded to the automated support message, we will send you further instructions.

The new email might already be linked to another Kraken account.

If you do not remember setting an account up with the new email, you can confirm this by requesting your Username. If this is the case, use another email address or close your other account.

Open a support ticket using the Sign-in troubleshooting & Account security form:

  1. 1

    In the dropdown menu for What type of issue are you experiencing?, select Lost access to email address.

  2. 2

    For the option Contact email address, provide the new email you have access to.

  3. 3

    You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you.

  4. 4

    Once you have responded to the automated support message, we will send you further instructions.

Open a support ticket using the Sign-in troubleshooting & Account security form:

  1. 1

    In the dropdown menu for What type of issue are you experiencing?, select Report Unusual Activity.

  2. 2

    You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you.

  3. 3

    Once you have responded to the automated message, we will send you further instructions.

  4. 4

    If you still have access to your email address, change your password and any 2FA on your email account right away.

If you are having a problems editing settings or uploading documents in your account this may be due to having your Global Settings Lock (GSL) enabled. Follow these steps to turn off your GSL.

Need more help?