If you made a mistake when entering your name or if you legally changed your name, submit a support request to update your name.

After we respond to your request, you may need to provide a copy of a valid ID document and name change certificate.

If you made a mistake when entering your date of birth, submit a support request to update your date of birth.

After we respond to your request, you may need to provide a copy of a valid ID document.

If you are traveling, you can continue to deposit and withdraw successfully without making changes to your registered address. If you have changed your residency to a different country or a different U.S. state/territory, you must update your registered address.

If you want to change the address associated with your Kraken account, follow these steps:

1. Sign into your account at support.kraken.com. 
2. Open a support request and select 'Get verified'. 
3. Under Request category select Information change, followed by Address change. In your message, mention your new address.

   Address line 1: 
   Address line 2: 
   City: 
   State/province: 
   Postal code: 
   Country: 

4. After we respond to your request, you can attach a valid proof of address document for the new address. 

Before changing your email address, please note that:

1. The new email address cannot be associated with any other Kraken account (active, unconfirmed or closed).

2. We highly recommend using a free public domain email that you will always have access to. If you use self-hosted domains or email addresses included with services (such as your ISP or university email), the likelihood of losing access to the email address is significantly higher.

New email changes will automatically expire if not confirmed within 24 hours.

You can change the email address associated with your account by following these steps:

1. Request the change.

• Sign in to your Kraken account.
• Go to Settings > Account by clicking on the icon in the upper-right corner.

• Enter your new email address and remove your old PGP public key (if applicable).

• Press the "Update Settings" button to save the change.

2. Confirm the change.

You will receive two email messages:

• An authorization code to your old email address
• A confirmation code to your new email address

You must enter both codes on the Settings page of your Kraken account.

Troubleshooting

Not receiving authorization code email

If you are not receiving the authorization email to your old email address, it likely means you've accidentally marked one of our past emails as junk or spam. Please check your spam/junk folder. If the email isn't in your spam/junk folder, check the blacklist in your email settings to make sure anything related to kraken.com is not on it. 

If you are still not receiving messages to your old email address, open a support ticket using the Account sign-in & security to request a change. 

1. In the dropdown menu for “What type of issue are you experiencing?”, select Account Access Issue > General Account Issue > Not receiving any emails. 
2. You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you. 

Once you have responded to the automated support message, we will send you further instructions. 

Not receiving confirmation code email

If you are not receiving the confirmation email to your new email address, you most likely already have a Kraken account with that email address. If you do not remember setting an account up with the new email, you can confirm this by requesting your Username.

If this is the case, please choose another email and request to close this other account or consider using the other account instead. 

No longer have access to old email address

If you have lost access to your old email address, open a support ticket using the Account sign-in & security form to request a change. 

1. In the dropdown menu for “What type of issue are you experiencing?”, select: 
   I can't sign in to my account > General Account Issue > Lost access to email address. 
2. For the option “Contact email address”, provide the new email you have access to. 
3. You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you. 

Once you have responded to the automated support message, we will send you further instructions. 

Stolen phone 

If someone has stolen your phone with access to your email account, let us know immediately by opening a support ticket using the Account sign-in & security form. 

1. In the dropdown menu for “What type of issue are you experiencing?”, select Account Access Issue > Issues with Two-Factor Authentication (2FA) > Lost or stolen device. 
2. You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you. 

Once you have responded to the automated support message, we will send you further instructions. 

Please Note: 

• We may need to take additional steps to secure your Kraken account.
• If you still have access to your email address, change your password and any 2FA on your email account right away. 

Hacked email 

If you suspect your email address has been hacked, let us know immediately by opening a support ticket using the Account sign-in & security form. 

1. In the dropdown menu for “What type of issue are you experiencing?”, select Report Unusual Activity.
2. You will be asked a series of questions with regards to your Kraken account and an automated support email with instructions will be sent to you. 

Once you have responded to the automated message, we will send you further instructions. 

Please Note: 

• We may need to take additional steps to secure your Kraken account.
• If you still have access to your email address, change your password and any 2FA on your email account right away.

If your telephone number has changed or needs to be updated for any other reason, open a support ticket to request a change.

In your message, include the old and new telephone number.