Why is my account restricted?

To ensure the security of your Kraken account and to remain compliant with regulatory requirements, we may determine that it’s necessary to restrict certain account services and features for various reasons.

By using Kraken’s services, you agree that you will maintain the security of your account and notify us immediately of any suspected security issues, you will not share your password or login information with anyone else, and that you take full responsibility for all activities that occur on your account (refer to Section 1 in our Terms of Service.

Kraken reserves the right to restrict account access or disable funding abilities for reasons including, but not limited to:

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    Detection of a potential security issue,

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    Suspected malicious activity targeting your account,

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    Withdrawals to crypto wallets associated with fraud or illegal activity,

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    A reversal of one of your recent transactions by your bank or card issuer,

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    Failure to maintain accurate, truthful, and up-to-date information regarding your identity and contact information,

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    Failure to respond to a request for additional information, as required by regulations in the jurisdiction where you reside,

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    A violation of our Terms of Service.

Please keep in mind that due to the irreversible nature of cryptocurrency transactions, we are unable to refund or reverse the purchase of digital assets. If we have received notice of a payment reversal from your bank or card issuer, this may impact your ability to complete future orders.

If you’re experiencing issues with signing in to your account, please refer to our Sign-in troubleshooting page. Please refer to our Account Closures page for questions regarding account closure.

If funding has been temporarily suspended for your account, you will be unable to deposit or withdraw assets in either fiat or cryptocurrency until a member of our team has completed a review of your account. During the review process, we may reach out to you via email requesting additional information or documents. We strive to complete all account reviews in a timely manner, so please monitor your inbox and respond to all requests as quickly as possible to help us expedite the review process.

If you’ve received a notice that funding privileges have been suspended for your Kraken account, please take the following actions:

  1. 1

    Ensure that your account is fully verified and meets our eligibility criteria, that you reside in a supported country, and that your transactions do not involve illegal activity or prohibited use of Kraken’s services (as described here).

  2. 2

    Ensure that your 2-factor authentication setup is secure. You may follow the instructions here to set up 2-factor authentication if you have not already done so.

  3. 3

    Check your email inbox and respond to any requests for additional documentation from our support team. Kraken will never call or email you to ask for your login credentials or provide remote access to your devices.

    You can confirm whether an email was sent by us using this guide, but if you’re ever in doubt about whether a particular contact originated from Kraken, it is always best to get in touch with our support team to confirm.

  4. 4

    Reset your password for your Kraken account, review your transaction history, and remove any unrecognized or unused devices associated with your account. Familiarize yourself with common phishing attack indicators and immediately report any suspicious activity on your account using our webform.

  5. 5

    Familiarize yourself with common scams and learn to spot warning signs by reading our guide here. If you believe you have been the victim of a scam or financial crime, please report it to our team here and to relevant authorities.

If you are aware of a chargeback or payment reversal on a recent transaction, please include this information when getting in touch with our Support team. In the case of a negative balance on your account, our team will be in touch with you via email. We will provide instructions to bring your account back into good standing and restore your ability to trade with Kraken.

If you still have questions or need additional support in troubleshooting an account suspension, you may get in touch with our Support team here.

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