Account Recovery Photo (ARP) Instructions

An Account Recovery Photo (ARP) is a photo of you, the account holder, holding your ID document and a handwritten note next to your face.

If you aren't able to login, you may be required to provide an ARP to recover access to your Kraken account. 


Below is a checklist for producing a proper ARP that can be accepted by our verification team:

1) ID requirements 

The ID you’re holding should be the same ID used for Intermediate verification.

The details on the ID in the photo must be readable. They cannot be blurry or out of focus.

2) Note requirements 

The handwritten note must say: "For unlocking my Kraken account - I confirm that I am corresponding with support@kraken.com on ticket #[your ticket number]" and include:

  • the current date
  • your signature

Pay close attention when writing the handwritten note! If even one word is different on the note, the ARP may not be accepted. 

Be aware that in certain situations we may request that you write something else on the handwritten note. Follow the instructions provided to you in your ticket closely. 

Dos Don'ts
✓ Write the note with your hand.

✘ Don't type the note.

✓ Write the note in English. ✘ Don't write the note in another language.

  

3) Photo requirements

How to put the ID and note together:

ARP_Do_1.png ARP_Do_2.png
Use a high-quality photo and make sure the text and numbers on the ID are readable. Your whole face and arms should also be visible. Using one hand is ok as long as all parts of the ID and message are visible and not covered.

ARP_Dont_1.png ARP_Dont_2.png
You must be holding the ID in your hands; your hands and arms should be visible in the image. Do not wear sunglasses, hats, or anything that covers your facial features. Do not cover parts of the ID, message, or your face.



 

Dos Don'ts
✓ Hold the ID and note in your hand(s).

✘ Don't have someone else hold the note.

✘ Don't tape ID to the note.

✓ The ID and the note all have to be clearly visible. ✘ Don't cover any details on the ID or note with your fingers.
✓ Your face, upper body, arms, and hands should be visible.

✘ Don't only show your head sticking out from behind the note.

✘ Don't wear sunglasses, a hat, or anything that obscures your face.

✓ Take the photo during the daytime when the lighting is good. ✘ Don't take the photo when it's dark outside. Relying on indoor lighting makes it harder for cameras to capture details.

✓ Have your friend or family member take the photo.