Fake Kraken Support and other impersonation scams

• They contact you. A call, text or email says your account has been compromised or a withdrawal is pending. To “secure” it, you’re asked for codes, told to install software, or told to move your crypto to a “safe” wallet.
• You contact them. Fake Kraken phone numbers appear in search ads, social media posts and fake review sites. When you call, a scammer answers.
• Social media and messaging apps. Accounts posing as Kraken reply to public posts or send direct messages on X, Telegram, Discord or WhatsApp, often with a link to a fake support ticket. Kraken will never message you first on social media.
• Caller ID can be faked. A call or text can show “Kraken” or a real Kraken number and still be a scam. That’s why Kraken verifies its calls in the app (see below).
• Voices and videos can be faked. AI can clone a voice from a short clip, or create convincing video of a real person.

Kraken Support will only call you if you’ve already contacted us and arranged the call. An unexpected call from “Kraken” is a red flag.

• Look for the banner. Open the Kraken app or Kraken Pro app during the call. A verified call shows a banner confirming you’re speaking with Kraken Support. Anything else means we haven’t verified it.
• Ask for the code. Ask the agent to read back the one-time verification code shown in your app before you share anything. If it doesn’t match, it isn’t us.
• Hang up if anything is off. If there’s no banner, the code doesn’t match, or you feel pressured, hang up and report it.

If you try to withdraw or change security settings during a call we can’t verify, the app will warn you first. Take that warning seriously. For more, see Verifying your call with Kraken Support.

Someone claiming to be from a company such as Apple, Microsoft or Amazon says you’re owed a refund or your computer is infected. They ask you to install remote access software, then make it look as if too much was refunded to your bank account. You’re asked to “return” the difference, often by buying crypto and sending it to them. The money was your own all along.

A caller claims to be from a tax office, the police, a court or a utility company. They say you owe money, or that your bank account is linked to a crime, and threaten arrest or a shut-off unless you pay straight away, often in crypto or at a crypto ATM. Government agencies don’t demand payment in crypto.

• Family emergency: a message or call from a “relative” or “lawyer” says someone is in trouble and needs money now. AI-cloned voices make these calls more convincing.
• Hacked accounts: a friend’s real account messages you about an investment or asks for crypto.
• Famous people: fake accounts use celebrities’ names to promote giveaways or investments. See Crypto giveaway scams in Protect yourself from scams.

• Call back on a number you’ve found yourself. For other organizations, find the number by typing their website address into your browser. To reach Kraken, use How to contact Voice Support. Never call a number the caller gives you.
• Don’t trust caller ID or display names. Both can be faked.
• Don’t install remote access software because someone contacted you and asked you to. If you use it for legitimate reasons, only accept sessions you set up yourself, and never sign in to Kraken or approve a withdrawal while connected. See Risks of remote access software.
• Never share codes or approval links. A 2FA code, one-time code or device approval link gives whoever has it access to your account.
• Agree a family code word that a caller has to know before you send money.
• Take your time. A genuine organization won’t mind you hanging up to check.

• Share your username, password, 2FA codes or Master Key.
• Share or forward a device approval email, or the link inside it.
• Share your seed phrase (also called a recovery phrase), for any wallet.
• Remove or change your 2FA, Master Key or Global Settings Lock (GSL), unless you contacted us first for help with it through our official channels.
• Install remote access software such as AnyDesk or TeamViewer. See Risks of remote access software.
• Send crypto, or move your funds to a “safe” or “secure” wallet or address.
• Send a payment to release, unfreeze or “verify” your funds.