For information on changes for our US clients, please visit our Support Center article.

Due to increased demand, account verification may be delayed. Please avoid submitting multiple requests, and for best results, review our document requirements beforehand.
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Updating account information
Once you have submitted your personal information for verification, you will not be able to manually change these details.
You can, however, use the individual procedures linked to below if you require any of the submitted information to be updated or adjusted:
Name change
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.
Date of birth change
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.
Residency address change
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. 2
    Open a support request and select the topic Get verified or change account info
  2. 3
    Under What type of issue are you experiencing? select Changing account info.
  3. 4
    Select your account type. 
  4. 5
    Under Account information type select Address.
  5. 6
    Enter your previous address followed by your new address. 
  6. 7
    You will then be required to attach a valid proof of address document for the new address. 
Email address change
Before changing your email address, please note that:
  • The new email address cannot be associated with any other Kraken account (active, unconfirmed or closed).
  • 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.
You can change the email address associated with your account by following these steps:

1. Request the change.

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  • Click Edit beside your current email. Then, enter your new email address and remove your old PGP public key (if applicable).
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  • Press Continue 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
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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 Sign-in troubleshooting form to request a change. 
  1. 1
    In the dropdown menu for “What type of issue are you experiencing?”, select Not receiving any emails
  2. 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 Sign-in troubleshooting & Account security form to request a change. 
  1. 1
    In the dropdown menu for “What type of issue are you experiencing?”, select Lost access to email address
  2. 2
    For the option “Contact email address”, provide the new email you have access to. 
  3. 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 Sign-in troubleshooting & Account security form
  1. 1
    In the dropdown menu for “What type of issue are you experiencing?”, select Lost or stolen device
  2. 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 Sign-in troubleshooting & Account security form
  1. 1
    In the dropdown menu for “What type of issue are you experiencing?”, select Report Unusual Activity.
  2. 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.
Telephone number change
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.