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Self-help Guide: Account Security (STREAM-3194)

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Please ensure you have tried the following steps:

See also <a data-testid="external-link" href="/articles/360026485291-Email-delivery-issues" rel="noopener" target="blank">Email delivery issues</a>.

If you&#39;ve tried all of the above, check the current status of Kraken&rsquo;s system by visiting status.kraken.com. If a technical issue is listed, know our engineers are already at work getting the issue resolved. Subscribe for updates so you are alerted as soon as the website is back to full functionality.

Once the technical issue is resolved:

To direct your concern to the appropriate team, please answer the following questions.

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To reset your password, go to <a data-testid="external-link" href="https://id.kraken.com/forgot-password" rel="noopener" target="blank">kraken.com/forgot-password</a>.

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Warning: If you&rsquo;ve lost access to your Master Key, request a password reset and click the Create new password link. When prompted to enter your Master Key, click Recover account.

Important: If you are not receving the Password Reset email, you might have incorrectly entered the email address or you&#39;ve tried too many times and have been rate limited. Please wait two hours before attempting again.

Our customer support team will need to assist you via email for this issue.

You might be entering the wrong credentials into the app. Ensure any auto-fill features on your device are entering the correct information.If the issue persists, follow the steps below:

You might be clicking the device approval link from a device using a different internet connection than the device you are trying to sign-in via. For example, signing in from a desktop but approving the device on a mobile device. Follow these steps:

If you are experiencing this issue while using the same internet connection, this could be due to:

You are either entering incorrect credentials or <a data-testid="external-link" href="https://support.kraken.com/hc/en-us/articles/email-sign-in" rel="noopener" target="blank">email sign-in</a> is disabled on your account. Attempt to sign-in with your username.

If you continue to experience issues after completing the above and <a data-testid="external-link" href="https://status.kraken.com/" rel="noopener" target="blank">status.kraken.com</a> is showing everything as operational, it&#39;s possible the issue is with your web browser.

Check the current status of Kraken’s system by visiting <a href="https://status.kraken.com/" target="blank" rel="noopener" data-testid="external-link">status.kraken.com</a>. If a technical issue is listed, know our engineers are already at work getting the issue resolved. Subscribe for updates so you are alerted as soon as the website is back to full functionality. Once the technical issue is resolved:

If you first installed your Hardware Security Key on a Windows device it would have requested you to set up a PIN. If you did enable a PIN and have incorrectly entered it three times in a row, reboot the Security Key by removing and reinserting it before trying again.If the PIN is entered incorrectly eight times in a row, regardless of rebooting it, the FIDO2 function will become blocked — not by Kraken, but by the device itself. You will then need to reset your Security Key from either your Operating System’s settings or via your Security Key’s settings. Resetting your Security Key will make it obsolete from anything it has been previously associated with.For an overview on how to set up or use a PIN visit the website of your Hardware Security Key manufacturer i.e. if you use a YubiKey, visit <a href="https://support.yubico.com/hc/en-us/articles/4402836718866-Understanding-YubiKey-PINs" target="blank" rel="noopener" data-testid="external-link">Yubico&#x27;s website.</a>

Kraken Support Specialists have no control over the features on your Hardware Security Key and are unable to reset the PIN on your behalf.

This form is for stolen devices only. By proceeding with this option, you understand that for security reasons locks will be placed on your account. We will email you instructions for immediate action after submission of this ticket.

Use an alternative 2FA to sign-in by navigating to <a href="https://www.kraken.com/sign-in" target="blank" rel="noopener" data-testid="external-link">kraken.com</a><a href="https://id.kraken.com/sign-in" target="blank" rel="noopener" data-testid="external-link">/sign-in</a><a href="https://www.kraken.com/sign-in" target="blank" rel="noopener" data-testid="external-link">.</a>

If you stored the setup key or backup code during the 2FA setup you can restore the two-factor authentication (2FA) codes in your Authenticator App. See: <a href="/articles/360026925951-How-to-transfer-authenticator-app-sign-in-2FA-to-a-new-phone-and-bypass-sign-in-2FA-for-a-lost-phone-" target="blank" rel="noopener" data-testid="external-link">How to transfer authenticator app sign-in 2FA to a new phone (and bypass sign-in 2FA for a lost phone)</a>.If you don&#x27;t have the setup key or backup code, navigate to <a href="https://id.kraken.com/sign-in" target="blank" rel="noopener" data-testid="external-link">kraken.com/sign-in</a> and enter your email/username and password. When prompted for a Passkey, click Recover account.

Important: Enabling multiple 2FA and/or storing an Authenticator App&#x27;s set up key/backup code will prevent access issues from occurring in the future.

Navigate to <a data-testid="external-link" href="https://id.kraken.com/sign-in" rel="noopener" target="blank">kraken.com/sign-in</a>&nbsp;and enter your email/username and password. When prompted for a Passkey, click &#39;Recover account&#39;.

Important: Enabling multiple 2FA and/or storing an Authenticator App&#x27;s set up key/backup code will prevent access issues from occurring in the future.

Transfer your authentication codes to your new device by following the instructions <a href="/articles/360026925951-How-to-transfer-authenticator-app-sign-in-2FA-to-a-new-phone-and-bypass-sign-in-2FA-for-a-lost-phone-" target="blank" rel="noopener" data-testid="external-link">here</a>.

If you don&#39;t have the setup key or backup code, navigate to kraken.com/sign-in by clicing the button below. Enter your email/username and password. When prompted for a Passkey, click &#39;Recover account&#39;.&nbsp;

If you stored the &quot;setup key&quot; or &quot;backup code&quot; during the 2FA setup you can restore the two-factor authentication (2FA) codes in your Authenticator App.

See: <a href="https://support.kraken.com/articles/360026925951-how-to-transfer-authenticator-app-sign-in-2fa-to-a-new-phone-and-bypass-sign-in-2fa-for-a-lost-phone-">How to transfer authenticator app sign-in 2FA to a new phone</a>

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Important: Enabling multiple 2FA and/or storing an Authenticator App&#39;s set up key/backup code will prevent access issues from occurring in the future.

Your account may be associated with another email address. Check the inboxes/junk folders of other email accounts you hold.If you no longer have access to the email address associated with your account, our customer support team will need to assist you via email for this issue.

You may have entered an incorrect email address when creating your account. If there was a typo, the activation email may have been sent to the wrong address.When signing up, make sure the email you enter matches the one you currently use.If your account isn’t activated within two hours, it will be automatically canceled and the email address released. You can then create a new account using the same email address.For more information, see <a href="/articles/201351966-I-did-not-receive-my-account-activation-email" target="blank" rel="noopener" data-testid="external-link">I did not receive my account activation email.</a>

New withdrawal addresses will automatically expire if not confirmed within one hour. You may manually delete the address if you&#x27;d like to retry adding it sooner than the expiration time.If you do not receive the email, sign-in and contact our Live Chat team.

You might already have a Kraken account with the new email address. The new email address cannot be associated with any other Kraken account (even if it&#x27;s a closed account). In this situation you will need to use a different email address. New email changes will automatically expire if not confirmed within 24 hours.If you do not receive the email, sign-in and contact our Live Chat team.

You might have incorrectly entered the email address associated with the account. Check spelling and typos when trying again. If you did enter the correct email address, you may not have a Kraken account associated to that email address. Try a different email.

You might have incorrectly entered the email address or you&#x27;ve tried too many times and have been rate limited. Please wait two hours before attempting again.If after waiting two hours you are still not receiving the email, contact support.

Complete the Scam Report form instead.

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