For information on changes for our US clients, please visit our Support Center article.

Due to increased demand, account verification may be delayed. Please avoid submitting multiple requests, and for best results, review our document requirements beforehand.
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I can't sign in to my account!
If you can't sign in to your account and our status page is showing that our services are operational, this could mean that:
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
Username recovery steps
To request a username reminder:
  1. 1
    Navigate in your browser to https://www.kraken.com/sign-in and click on Help.
    Security_SignInHoverOverHelp_01272022.png
  2. 2
    Click on Recover my username. Enter the email address that is associated with your Kraken account. Then click the Recover username button.
    Security_UsernameEmailSent_01272022.png
  3. 3
    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 [email protected].
    Security_UsernameRequestEmail_02022022.png
    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.
Password reset steps
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. 
Before resetting your password, make sure that you are entering the password for your Kraken account without any spelling mistakes. We recommend using a reputable password manager to keep your passwords safe from theft or forgetfulness.
To reset your password:
  1. 1
    Navigate in your browser to https://www.kraken.com/sign-in and click on Help.
    Security_SignInHoverOverHelp_01272022.png
  2. 2
    Click on Reset my password. Then enter the email address that is associated with your Kraken account. Click the Reset button.
    Security_ResetPassword_09022022.png
  3. 3
    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 [email protected].
    Security_PasswordResetEmail_09022022.png
  4. 4
    Follow the Create new password link and enter the new password. We recommend that you use a reputable password manager to generate a new password.
    Security_CreateNewPassword_01272022.png
  5. 5
    If you enabled a Master Key on your account, you will be requested to Confirm with Master Key.
    Security_MasterKeyField_09022022.png
  6. 6
    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 new password to sign in to your account.
    Security_PasswordResetSuccess_01272022.png

    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. 
    • 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.
    I received the email but the link does not work
    The 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 longer
    Please submit a support request to receive help from our Support team. 
Sign-in 2FA recovery steps
If you have lost access to your Sign-in 2FA you can use your Master Key as a 2FA sign-in method.
If you don't have a Master Key or have lost access to it, please submit a support request, and select I can't sign in to my account, Issue with Two-Factor Authentication (2FA), select the appropriate choice for you. Fill out the details, and click Submit.
Device approval steps
Once you have successfully entered your username, password and your sign-in 2FA code (optional) you might be asked to approve a new device.
  1. 1
    You will see this screen:
    Security_ApproveNewDevice_01262022.png
  2. 2
    Then, you will receive an email from [email protected].
    Security_DeviceApproveEmail1_01262022.png
    • Click the Approve device button as seen below, within 20 minutes, otherwise the link will expire.
    Security_DeviceApproveEmail2_01262022.png
  3. 3
    Finally, you will see this page and be successfully signed in on your new device.
    Security_NewDeviceApproved_01262022.png
    Note: You may need to switch tabs in your browser, in order to view the page where you are signed into your account.

    Troubleshooting

    Security_NewDeviceNotApproved_01262022.png
    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.