If you can't sign in to your account and our status page is showing that our services are operational, this could mean that:
- one of these messages is shown before you can visit our website:
You are being rate limited
Origin DNS error
Access denied - an incorrect username was entered
- an incorrect password was entered
- an incorrect Two-factor Authentication (2FA) code was entered
- a new device requires approval
- automated emails are not being received
- your browser may be experiencing issues
By clicking on the purple links above, you will most likely find a solution to troubleshoot your issue.
If you see the message We have temporarily disabled access to your account, please contact Support, or if none of these topics apply to your situation please submit a support request so our Support team can assist you.
For more detailed steps and common questions, review the topics below.
These steps are for web only. If you need help signing into your account, via the Kraken app, please view our recovery steps for your account username and password.
To request a username reminder:
- Navigate in your browser to https://www.kraken.com/sign-in and click on Help.
- Click on Recover my username. Enter the email address that is associated with your Kraken account. Then click the Recover username button.
- Navigate to the inbox of your email account, open the email with the subject Kraken Security - Username Request and verify that it was sent by noreply@kraken.com.
You have now successfully recovered your username. Navigate once more to https://www.kraken.com/sign-in and use your username and password to sign in.
Troubleshooting
I did not receive an email:
If you did not receive an email, make sure to check the spam and trash folder of your email account and verify that you spelled the email address correctly during the process.
Still did not receive an email? Let our Support team assist you by clicking the Help button in the lower right corner of your screen.
If you make any changes to your password, withdrawals to new withdrawal addresses will be held for up to 24 hours, for security purposes. Any withdrawals to updated withdrawal addresses, within 24 hours of a password reset, will also be held. Addresses that you already added to your account won’t be affected.
To reset your password:
- Navigate in your browser to https://www.kraken.com/sign-in and click on Help.
- Click on Reset my password. Then enter the email address that is associated with your Kraken account and your username. Click the Reset button.
- Navigate to the inbox of your email account and open the email with the subject Kraken Security - Password Reset Request, and verify that it was sent by noreply@kraken.com.
- Copy the link starting with: https://www.kraken.com/reset-password?key= and the string of random characters that follow it in its entirety, paste it into your browser, and fill out your username and new password. We recommend that you use a reputable password manager to generate a new password.
- If you enabled a Master Key on your account, make sure that you fill this field. If you did not add a Master Key, leave this field empty.
- You have successfully reset your password!
Note that you also received an email that will confirm this with the subject Kraken Security - Password Reset Successful. You can now use your username and new password to sign in to your account.
Troubleshooting
I did not receive an emailIf you did not receive an email:
- make sure to check the spam and trash folder of your email account and verify that you spelled the email address correctly during the process.
- check that you have entered the correct username and email address.
Still did not receive an email? Check out this support article for more information on email delivery issues. You can also reach out to our Support team by clicking the Help button in the lower right corner of your screen.
I received the email but the link does not workThe password reset link expires two hours after it is sent and can only be used once. If you missed the two hour time period, you will need to request a new password reset again.I get the message "Your password must be at least 12 characters"For security purposes we only allow passwords that are 12 characters or longer, use a longer password to continue. We recommend using a reputable password manager that can generate and remember a safe password for you.I get the message "Your password must contain at least one number"For security purposes we only allow passwords that include at least one number, add a number to your password to continue. We recommend using a reputable password manager that can generate and remember a safe password for you.I get the message "Your password must contain at least one special character"For security purposes we only allow passwords that include at least one special character, add a special character to your password to continue. You can choose from the following characters: !"#$%&'()*+,-./:;<=>?@[\]^_`{|}~. We recommend using a reputable password manager that can generate and remember a safe password for you.I get the message "Passwords do not match"One of the two passwords that you entered does not match the other, fill out both passwords again and make sure that you save your password in a safe place. We recommend using a reputable password manager that can generate and remember a safe password for you.I get the message "Failed to set password"It could be that you have a Master Key enabled, fill the Master Key in the appropriate field.I have a Master Key, but don't remember it or don't have access to it any longerPlease submit a support request to receive help from our Support team. You can also chat directly to one of our Support specialist by clicking the Help button in the lower right corner of your screen.
If you use an authenticator app like Google Authenticator, Microsoft Authenticator, Authy or Duo, before recovering your sign-in 2FA, make sure you are entering the correct code for signing in and that the time settings of the device you are using to sign in with are set to automatic.
To recover your sign-in 2FA:
- Navigate in your browser to https://www.kraken.com/sign-in and click on Help.
- Click on Recover my sign-in 2FA. Enter the email address associated with your Kraken account, the username, the Master Key; and finally click on Get bypass code.
- Navigate to the inbox of your email account, open the email with the subject Kraken Security - 2FA Bypass Requested, and verify that it was sent by noreply@kraken.com.
- Copy the code of the first purple field as seen above, and then navigate back to the page where you started the 2FA recovery. Enter your password and paste your bypass code into their respective fields, and click on Sign in.
- Once signed in you will need to navigate to the Kraken Pro interface. You can do so by clicking on the App switcher in the top right corner of your screen and selecting Kraken Pro.
- Click on your name in the upper right corner and select Settings. Click on the Security tab.
- Under the 2FA section click on Change method beside Sign-in and click Use Master Key instead.
- Finally enter your Master Key and click Authorize.
- Set up a new Sign-in 2FA. You have now successfully completed the recovery process!
Troubleshooting
Still did not receive an email? Let our Support team assist you by clicking the Help button in the lower right corner of your screen.
Make sure that you entered your username and password correctly, and that you copied and pasted the bypass code that was sent to you in step 4.
- You will see this screen:
- Then, you will receive an email from noreply@kraken.com.
- Click the Approve device button as seen below, within 20 minutes, otherwise the link will expire.
- Finally, you will see this page and be successfully signed in on your new device.
Note: You may need to switch tabs in your browser, in order to view the page where you are signed into your account.Troubleshooting
If you encounter this screen when attempting to approve a new device, we recommend following the steps below before you contact Support.
1. Verify that you are signing into https://www.kraken.com, a slight variation of this address can mean that you are visiting a phishing website, and you are putting your funds at risk.
2. Ensure that both the device that you are trying to sign-in with, and the device that you are approving the device from, are on the same network and using the same connection to the internet.
If the above steps don't help, please reach out to our Support team.