How can I make a change to the details of my MtGox claim?

It is not possible for Kraken to make any changes to a MtGox claim or the details associated with your claim like address or email. 

Please contact the MtGox trustee's help desk.

What is the status of my MtGox claim?

While claims can be linked to Kraken accounts, all of the details of the claims themselves are stored on the MtGox trustee servers — not on Kraken servers. 

For creditors who filed online, you can view the results on the MtGox claims website. If you are unable to sign in, please contact the trustee's help desk, as Kraken support staff are unable to help with such issues.

For creditors who filed offline, the trustee will send you an email to notify you.

I can't access the MtGox claims website. What should I do?

If you are having trouble accessing the MtGox claims website, then you can try to reset your password by selecting (I forgot my password) on the login page: 

If you still cannot access the claims website, then you must contact the MtGox trustee's help desk.

Why was my claim not accepted?

Kraken is not part of the vetting process for claims and we do not know the reasons why the trustee will accept/decline your claim.

Please contact the MtGox trustee's help desk to find out why your claim has not been accepted.

My claim was approved. Where are my bitcoins?

Even though your claim was approved, payouts will not happen until a later date, to be announced by the trustee.

When is the payout date?

The trustee has not yet announced any details on the payout date.