How can I recover my account?

If you are having trouble logging into your account for any reason, follow the instructions below to recover your account:

  1. Verify that you are inputting the correct username by requesting a username reminder from the Log In page. Click "Forgot Username?" and input your Kraken registered email. If you don't receive the username reminder email in your inbox, you either inputted the incorrect email address, or the email may be in your spam folder.

  2. Reset your password from the Log In page. Click "Forgot Password?" and input your Kraken registered email and Kraken account username. If you don't receive the password reset email, either you inputted the incorrect information (email address 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, leave that field blank. The password reset link expires 2 hours after it is sent 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 it was successful until you reset the password and attempt to log in. 

  3. Request a Two-factor bypass code from the Log In page. Click "Two-factor authentication unavailable?" and enter your Kraken account email, username, and Master Key. If you do not receive the Two-factor bypass code email, you either inputted the incorrect information (wrong email address, username, or master key), or the Two-factor bypass code email may be in your spam folder. 
    ***Note: If you did not create a Master Key or don't remember it, a Two-factor bypass will not be possible. In that case, you will need to Contact support. 

  4. Finally, log into your account using your verified username, new password, and Two-factor bypass code (if needed). If you have enabled Two-factor authentication for logins, the login issue may have been caused by your Two-factor authenticator becoming out of sync. If that was the case, after you regain access to your account, we recommend that you remove the old Two-factor authentication and create a new one. 

If you cannot access your account after performing steps 1-4 above, contact support for further assistance.