Please follow these instructions to recover your account:
- Verify that you are using the correct username by requesting a username reminder from the Log In page. Click "Forgot Username?" and enter your Kraken email. If you don't get the username reminder email, either you entered the wrong email (it must me the email associated with your Kraken account), or the email may be in your spam folder.
- Reset your password from the Log In page. Click "Forgot Password?" and enter your Kraken account email and username. If you don't get the password reset email, either you entered the wrong information (wrong Kraken email or username), or the reset email may be in your spam folder. Click the reset link and fill in the requested information. If you created a master key, you will need to enter it. If you didn't create a master key, just leave the master key field blank. The password reset link expires after 2 hours and can only be used once. However, the password reset link will always appear to work - the form always appears when you click the link, but that doesn't mean it actually worked. You won't know whether its actually worked until you successfully reset the password.
- Request a two-factor bypass code from the Log In page. Click "One-time password unavailable?" and enter your Kraken account email, username, and master key (if you didn't create a master key or don't remember the master key, the two-factor bypass will not work. Please contact support in that case). If you don't get the bypass email, either you entered the wrong information (wrong email, username, or master key), or the bypass email may be in your spam folder.
- Finally, log into your account using your verified username, new password, and two-factor bypass code (if needed). If you have two-factor authentication for account login, the login problem may have been caused by your two-factor authentication getting out of sync, so after you gain access to your account, we recommend that you remove your old two-factor authentication and create a new one.
If you cannot access your account after performing steps 1-5 above, please contact support for further assistance.