Responding to a request for additional information

There are a few reasons you may be asked for additional information:

• Routine account review. We review client accounts periodically as part of our regulatory obligations. These reviews happen on a schedule and are not prompted by anything specific you have done.

• Account activity. Certain activity may mean we need more information to complete our checks, for example a change in how you use your account, or the size or type of a transaction.

• Following up on something you already sent us. If we have reviewed a document or answer and need clarification, a different document, or a longer date range, we will come back to you with a follow-up request.

What we ask for depends on your circumstances and where you live. Common requests include proof of source of funds, proof of source of wealth, bank statements, proof of address, or confirmation of details we already hold.

For details on source of funds and source of wealth documents specifically, including which documents are accepted:

• Why do we ask for Source of Wealth or Source of Funds documents?

• Source of Funds documentation

• Source of Wealth documentation

You can only complete this request in a web browser. You can use a browser on any device, including your phone.

• Open a web browser and go to kraken.com.
• Log in to your account.
• A banner will appear at the top of the page telling you that you have an open request. Select the banner to open it.
• Work through the items in the request. You may be asked to answer some questions and/or upload documents.
• Submit each item once you have completed it.

You do not need to finish everything in one go. You can submit items one at a time and come back later. Just log in at kraken.com and select the banner again. The banner stays on your account until every item has been completed.

You do not need the email to get started. If you cannot find it, log in at kraken.com and the banner will be there.

• Our team will review what you have sent. You can check the status of each item at any time by logging back in at kraken.com.
• Items you have sent will show as Submitted, and will change to Reviewed once our team has looked at them. There is nothing for you to do while an item is in either of these states.
• If we need something else, for example a document was unclear, or did not cover the period we asked for, the item will show as Needs update along with the reason, and we will email you. Log back in to upload a replacement.
• Once everything has been reviewed and no further information is needed, we will email you to confirm the review is complete.

Your request shows the date it needs to be completed by, and we will send you a reminder beforehand.

We know that gathering documents can take time. If the date is approaching and you are having difficulty, for example your bank is slow to produce a statement, contact us before the request expires and we will work with you.

If a request expires without a response, we may need to pause some activity on your account, such as trading and deposits, until the information is provided. Withdrawals are not affected. You will always be able to access your funds. Decisions like this are made on a case-by-case basis, taking your individual circumstances into account.

• Check your spam or junk folder.
• Check the inbox of the email address registered to your Kraken account, the request is only sent there.
• Search your mail for the request rather than scrolling, it may have been filed automatically.
• You do not need the email. Log in at kraken.com and the banner will be shown on your account.
• If you still cannot see a request after logging in, contact us using the details below.

Not yet. Requests can currently only be viewed and completed in a web browser. You can open a browser on your phone, go to kraken.com and log in there.

Support for the Kraken app is coming soon.

• Always reach your account by typing kraken.com into your browser yourself. Do not rely on links in unexpected messages.
• A genuine request will always be visible on your account after you log in. If you were contacted about a request but see nothing on your account, treat the message as suspicious.
• Kraken will never ask you for your password, 2FA codes, or recovery phrase, and will never ask you to move funds to another address.

For more information: Is this email from Kraken?