To better assist our clients we offer inbound and outbound phone support! Phone support is offered to clients who will likely benefit most from talking by voice with a specialist.
How outbound support works
Once you submit a support ticket a Kraken specialist will determine if your request can be handled best by phone. When available, a specialist will email you first, requesting your confirmation and schedule for phone support service. Once you have confirmed, you will receive a call from a Kraken Support Specialist to resolve your issue at the agreed upon time. You will not receive a call from a Kraken Support Specialist without receiving an email first. If you do receive a call from someone claiming to be a Kraken Support Specialist without first having been contacted it may be a scam, please hang up and immediately send us a support ticket for clarification.
How inbound support works
We are in the process of offering inbound phone support in a limited capacity during our beta testing phase, which means if you can see our number on our support page footer then you are part of our initial launch! If you don't see it don't worry, we will be expanding our inbound phone support capacity in the coming months! If you see the number on the support page (support.kraken.com) footer then it's not a scam but if you find a number any other way it's likely a scam and you should not call it!
Phone support can't help with:
✗ Verification issues
✗ Sign-in issues for accounts with a balance
Phone support can help with:
✓ General questions
✓ Cryptocurrency and cash funding
✓ Trading issues
✓ Synapse funding issues (U.S. clients)
✓ Sign-in issues for zero balance accounts
Beware of scams
If you find a phone number claiming to be for Kraken support that isn't on our support page footer (support.kraken.com) then it's a phishing scam. Do not call it. If you receive a call from someone claiming to be Kraken Support without having email contact with Kraken Support first then please hang up. Instead, please send us a support ticket with information about the scam.
In addition, Kraken Support specialists will never ask for the following:
- Two Factor Authentication Pin
- Wallet Addresses
- Master Key
- Remote Access
If you are asked for any of these please hang up and send us a support ticket.
Be sure to also follow our guide for Securing Your Account.