Manage your account information

Need to update or change your account information? Select what you’d like to change below, and we’ll guide you through the process.

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Name change
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Residency address change
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Email address change
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Stolen or lost phone
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Phone number change

Once you have submitted your personal information for verification, you will not be able to manually change these details. Click on what you need updating below:

Name change

Mistake or legal name change:

1.
Sign in and access the Get verified or change account info form.
2.
In the first dropdown select Changing account information.
3.
Choose your account type and select Name under Account Information Type.
4.
Enter your previous name, new name, and the reason for the change.
5.
Upload a valid ID to verify your request.

Residency address change

Travelling:

No updates are needed to deposit or / and withdraw funds.

New Residency:

1.
Sign in to your Kraken account and access the Get Verified or Change Account Info form.
2.
Select your account type.
3.
Under Account Information Type, choose Address.
4.
You will then be required to attach a valid proof of address document for the new address.
5.
Make sure you provide a valid ID and/or a name change certificate

Email address change

Important notes before changing your email:

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

To change your email address:

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Sign into your Kraken account at kraken.com/sign-in.
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Go to your Settings and select Account.
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Click Edit beside your email, enter the new email, and remove your old PGP key (if applicable).
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Press Continue to save.
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To confirm the change, you will receive two email messages. Enter the authorization code sent to your old email and the confirmation code sent to your new email on the Settings page.

Stolen or lost phone

1.
Open a support ticket using the Sign-in troubleshooting & Account security form.
2.
In the dropdown menu for “ What type of issue are you experiencing? ”, select Lost or stolen device.
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.
4.
Once you have responded to the automated support message, we will send you further instructions.

Phone number change

1.
Sign into your Kraken account at kraken.com/sign-in.
2.
Click on the Get verified or change account info form.
3.
Select your account type.
4.
Under ‘Account information type’ select ‘Phone number’.
5.
Include your old and new telephone number.

Troubleshooting

Not receiving authorization code

Check your spam/junk folder or email blacklist. If unresolved, submit a support ticket Sign-in troubleshooting form:

1.
In the dropdown menu for What type of issue are you experiencing?, select 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

The new email might already be linked to another Kraken account.

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, use another email address or close your other account.

Lost Access to old email

Open a support ticket using the Sign-in troubleshooting & Account security form:

1.
In the dropdown menu for What type of issue are you experiencing?, select 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.
4.
Once you have responded to the automated support message, we will send you further instructions.

Hacked email