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Email delivery issues

Certain account actions require an automated email to be sent for confirmation or verifying information.

If you don’t receive an email, here are some general steps you can try before reaching out to our support team:

  1. 1
    Double check that the email wasn’t sent to your spam or junk folder.
  2. 2
    Search your mail folders for our sending email address [email protected].
  3. 3
    Add Kraken's email addresses to your email whitelist.
  4. 4
    Attempt the action again (after the expiration time has passed*).
  5. 5
    Check your block list for anything with @kraken.com.
  6. 6
    Reach out to your provider and ask if they can whitelist our sending address or stop suppressing our emails.

If none of those steps worked, below are some additional things to check based on each specific action: 

Account activation
You may have entered the wrong email during account creation. Try creating your account again and double-check the spelling of your email address. 

* New accounts will automatically expire if not confirmed within two hours.

If still within a two-hour period you can attempt to create a new account right away using the same email address, by resorting to email modifiers (subject to email provider supporting this feature). You can find a guide on this here.

Withdrawal address confirmation
* New withdrawal addresses will automatically expire if not confirmed within one hour. You may manually delete the address if you'd like to retry adding it sooner than the expiration time.
Email change confirmation
You might already have a Kraken account with the new email address. The new email address cannot be associated with any other Kraken account (even if it's a closed account).

In this situation you will need to use a different email address or use the same one with a modifier (subject to email provider support). You can find a guide on this here.

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

Username reminder
You might have incorrectly entered the email address associated with the account.
Password reset
You might have incorrectly entered one or both of the following:
  • Username
  • Email address

To double-check both Username and Email address, try a Username reminder.

If you have multiple Kraken accounts associated with a single email address, be sure to include the plus sign (+) tag that you would have had to use to create it.

If you still don't manage to reset your password, you will need to fill out the Sign-in troubleshooting form so that our security team can investigate further.

Note: If multiple username requests or password resets are done back-to-back, this can cause issues with email delivery. Please wait a few hours before attempting these actions again.

Sign-in 2FA by-pass
You might have incorrectly entered one or more of the following:
  • Master Key
  • Username
  • Email address

To double-check your username and email address, try a username reminder.

If you don't have a Master Key, or can’t remember it, you will need to fill out the Sign-in troubleshooting form so that our security team can investigate further.