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.
Account Recovery Photo (ARP) instructions
An Account Recovery Photo (ARP) or Account Security Photo (ASP) is a photo of you, the account holder, holding your ID document and a handwritten note next to your face.
If you are not able to sign in, you may be required to provide an ARP/ASP to recover access to your Kraken account.
Below is a checklist for producing a proper ARP/ASP that can be accepted by our onboarding team:
  1. 1
    ID requirements
    The ID that you are holding should be a valid ID that is not expired, ideally the same type used for intermediate verification. 
    The details on the ID in the photo must be readable. They cannot be blurry or out of focus.
  2. 2
    Note requirements
    What to include on the handwritten note will be indicated in our email. 
    Pay close attention when writing the handwritten note! If even one word is different on the note, the ARP/ASP may be rejected. 
    ✓ Write the note with your hand.
    ✘ Don't type the note.
    ✓ Write the note exactly as instructed.
    ✘ Don't change the wording or meaning of the note.
  3. 3
    Photo requirements
    How to put the ID and note together:
    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.
    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.

    ✓ Hold the ID and note in your hand.
    ✘ 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.
    ✘ Don't stand in front of an all white background.