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Video verification requests from Kraken Support
It's not required to register for a Zoom account or to download and install software.
Video verification occurs through a call using Zoom and is required in situations where we need to verify that we are communicating with the owner of an account. It is not possible to request video verification yourself, however if you are asked to be verified through video by us, the below instructions can help prepare for the call.

Video verification request instructions

  1. 1
    If you received the email requesting video verification, you are provided with a link to a form which expires within three days of the date that the email was sent. In the form you are required to fill out the following details and select the Submit button at the bottom of the page:
    • Your current timezone
    • Date you are available for a video call
    • Time of availability on this date
    • Additional availability
    • Alternate date you are available for a video call
    • Time of availability on this alternate date
    • Additional availability
    • If you can take the video call in English
    • A random 4-digit Verification Code
  2. 2
    We will review whether an agent on our Support team is available at the date and time you provided. We will then send you an email to either confirm that the call is scheduled or to ask for an alternative time and date.
  3. 3
    Once the time and date are confirmed, you will receive an email with a link a few minutes prior to the call. Click on the link and then either proceed with clicking Open Zoom in the pop up window or Join from your browser
  4. 4
    Once Zoom is open, click Join with Computer Audio or Call via Device Audio. If prompted, allow Zoom to access your microphone. We require that you also enable your camera.
  5. 5
    If you joined via your browser, be sure to allow access to your microphone and camera.

Frequently asked questions

How can I prepare for the call?
  • Have a valid government-issued photo ID at hand before the call starts.
  • Have a Two-factor Authentication (2FA) device readily available for sign-in or to secure your account during the call. This can be either a phone with an authenticator app or a hardware security key.
  • Check if you are using a modern browser that supports the Zoom web client here. If your browser does not support the webclient, download and install Zoom on your device and ensure your audio is working correctly.
  • Conduct a test meeting prior to the call by clicking here.
What if when I open the form, it shows for a second and then changes to a different page?
The link to the form was sent to you more than three days ago and has expired. Please request another form link by replying in the email thread.
What if I can see the agent, but I cannot hear them?
If you are on your phone and having trouble hearing the agent, ensure your speaker is turned on. If you see the speaker icon in the top-left corner is turned off, tap it to turn on your speaker.
What if I can hear the agent, but they cannot hear me.
If the Kraken Support agent is having trouble hearing you, ensure the microphone is not on mute. If you see the muted Audio icon in the meeting controls, tap it to unmute yourself.