If you believe your account has been compromised, complete the following actions:
- 1Lock your account by contacting our 24/7 Live Chat team. Navigate to the chat icon at the bottom right of this page. Provide the specialist with the email address associated with your Kraken account and notify them of the suspicious activity so they can lock your account immediately.
- 2Open a support ticket In the drop-down menu, select ‘Sign-in troubleshooting & Account security’. In the second drop-down menu, select ‘Report Suspicious Activity’. Describe the incident in detail for our security specialists to review. They will follow up via email with further security instructions and get you back into your account as soon as possible. Note: Live Chat support won’t be able to provide any details or advice regarding your ticket. For security reasons, all communications must take place via email or other means eventually specified by our security team.
- 3Secure your email and devices Change your email account passwords and add (or change) the two-factor authentication method used. Also, scan your computer and devices for malware/keyloggers and update your devices to the latest software version.
- 4Reset your Kraken account password Navigate to the Password Reset page and follow the recommendations and reqirements. If you have lost access to your email account, skip this step.
- 5Notify your bank If your debit card was connected to your Kraken account and you believe it was used for unauthorized transactions, notify your bank immediately.
Recovering your Kraken account
Once you submit a support ticket, our team of security specialists will follow up via email to guide you through the process of securing your Kraken account and ensure that you have taken the necessary steps to secure your email. The account recovery process is a multi-step process that takes some time. Your patience is appreciated. Note: To aid in a quick resolution of your case, it is important you read our emails in full detail and follow all the requested steps.
Protecting your Kraken account
The methods used for compromising an account are sophisticated and always evolving. It is important that you use all of the security features that Kraken offers and follow our advice on how to secure your account and digital life.
Email compromise
Phishing Scams
Malware
API Keys
Some final security tips
Beware of investment scams carried out via bogus online trading platforms. Never accept unsolicited investment offers made on social media or over the phone.
Do not share sensitive information regarding your investment activities on social media.