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.
How to transfer authenticator app sign-in 2FA to a new phone (and bypass sign-in 2FA for a lost phone)
If you are using an authenticator app for sign-in 2FA for your Kraken account, first check and see if the authenticator app you are using has an export feature where you can transfer your accounts to your new device (Google Authenticator for Android now supports this). If the authenticator app you are using does not have a way to export to your new device, below are instructions on how to change your sign-in 2FA if you still have access to the old phone or how to bypass sign-in 2FA if you no longer have access to the old phone.
Note: to remove trading 2FA, funding 2FA and Master Key 2FA, you do not need access to the original 2FAs or to any backups. Once you have access to your account (via sign-in 2FA), you can easily remove trading 2FA, funding 2FA and Master Key 2FA as long as the Global Settings Lock is not enabled and then just set up those 2FAs again from scratch.

Changing sign-in 2FA if you still have your old phone:

  1. 1
    Sign in to your Kraken account on Kraken Pro.
  2. 2
    Click your name or profile icon in the top right corner and then select Settings.
  3. 3
    Then, click Security in the top left corner. 
  4. 4
    To delete your authenticator app sign-in 2FA, first make sure you have enabled an additional 2FA method such as a Hardware Security Key or Cross-Device Passkey. (Shown in yellow box)Once you've added your Passkey, click Delete within the Sign-in Two-factor Authentication section and confirm you'd like to delete your old sign-in 2FA method. 
  5. 5
    After deleting your old sign-in 2FA, you'll want to then click Enable within the Sign-in Two-Factor Authentication section.
  6. 6
    Follow the instructions displayed on the pop-up to set up 2FA on your new phone. 

Changing sign-in 2FA if your old phone is lost or stolen:

There are three options:
Option 1: Use 2FA bypass if you have a Master Key set up on your account.
Note: It is not possible to set up a Master Key once you've already lost your sign-in 2FA.
Option 2: Use your 2FA backup code if you recorded it during the initial 2FA setup process.
Change your 2FA as soon as you regain access to your account. Using a backup of a 2FA that's on a lost phone is not secure.
Option 3: Submit a request to our support team for sign-in troubleshooting. Once submitted, an agent will follow up via email to lift the 2FA from your account so you can enable it on your device again.