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Support

Support Center

Incorrect selection may result in requests for additional information.

Approximate account balance

Funding and trading activity within the last six months

Tell us about your request. The more detail the better.

Government Issued ID Uploaded for Verification

Once you submit this form you will be provided with additional instructions via email.

Please select all that apply

Account Holder Last Name

Date of birth

Corporate Date of Formation

Account Holder First Name

The name of your business used in registration documents, bank accounts, etc.

Legal name of entity

Please ensure the email address you provided is correct before submitting this ticket.

By checking this box, you understand that Kraken will email you instructions for immediate action after submission of this ticket.

What type of issue are you experiencing?

What currencies do you have on your account?

Kraken account type

No ID expiry date

Email address associated with your Kraken account

Metadata

How did you lose access to the email address associated with your Kraken account?

Approximate account balance (USD equivalent)

If you navigated to a potential phishing website, we recommend reviewing your recent browsing history and providing us with any "Kraken URL" that differs from www.kraken.com. Please do not navigate to the phishing site, and never enter your Kraken credentials anywhere other than kraken.com or support.kraken.com. 

Phishing Site URL (Example: https://www.fake-kraken.io)

How did you reach this phishing site?

I want to report a phishing site

Province/State/Region

Telephone Number

Approximate date of last successful sign-in

Is the account verified to Intermediate level or higher?

Issuing Country

ID Expiration Date

Please describe recent deposit and withdrawal activity on your account

Postal/Zip code

Number found on your Government issued ID uploaded for verification

Please describe recent trading activity or purchases made on your account

Street address

City

Sign-in troubleshooting & Account security

- If you have a Master Key enabled, you can use this as a Sign-in 2FA method. When prompted for a Two Factor Authentication, click 'Master Key' in the 'Other 2FA methods' box.

- If you stored the "setup key" or "backup code" during the 2FA setup, you can restore the two-factor authentication (2FA) codes in your Authenticator App.

- Do you still have your old device? If so, you can transfer your authentication codes to your new device by following the instructions 

Please check your email immediately after submitting the ticket and follow the security instructions provided.

IMPORTANT: This form is for lost or stolen devices only.

 Please select the "Two-factor authentication unavailable" category if: your phone is broken, you have changed devices or your phone was reset.

- Your password reset link is valid for 2 hours. A new reset link will not be sent if there still exists an unexpired reset link.

- Make sure you have entered the correct email address.

- Remember to use your Master Key if you have one enabled.

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

- Please note that if multiple username requests or password resets have been done consecutively, it can cause issues with email delivery.

- Before submitting a support request, try using your browser’s Incognito/Privacy/Private Mode, or try another browser with a different internet connection to sign in.

- Ensure that your browser is up to date.

- Ensure that javascript and cookies are enabled. If you have a browser add-on, extension, or antivirus designed to block these, please turn them off while accessing Kraken.

- If the above does not work, consider restarting your computer and clearing your browser cookies from ‘All Time’ before attempting again.

- For more information, please refer to our browser troubleshooting article 

If you haven’t received our emails, here are some general steps you can try before submitting a support ticket:

- To ensure you are entering the correct one, request a Username reminder 

- Double check that the email wasn’t sent to your 

- If performing a password reset make sure you are entering the correct email address and Master Key (if enabled).

- Note that a password reset can only be requested once every 8-12 hours.

- For more information, please refer to our email delivery issues article 

Note: Completing this form may lead to your account(s) being locked until an investigation is completed. You will not be able to sign into your account during the investigation process.

If your closed account was never used, we suggest you open a new Kraken account by clicking the link 

- To unlock your Global Settings Lock, sign in to your account, click on your name in the upper right corner to display the drop-down menu, Security > Global Settings Lock.

- A Master Key (if already enabled) can be used to immediately unlock your account settings.

- If you do not have a Master Key, or do not remember it, you will have to wait for the designated date and time for the Global Settings Lock to be removed.

Issue with Two-Factor Authentication (2FA) :: 2FA unavailable or uninstalled / Broken phone / New phone

Issue with Two-Factor Authentication (2FA) :: Lost/Stolen 2FA device

General Account Issue :: Password reset issue

General Account Issue :: Invalid username or password / Invalid sign-in

General Account Issue :: Account temporarily suspended

General Account Issue :: Not receiving any emails

General Account Issue :: Lost access to email address

Report suspicious activity

General Account Issue :: Reopen a closed account

General Account Issue :: Global Settings Lock issues

Unknown email(s) received

Withdrawal(s) I don't recognize

Trade(s) I don't recognize

Suspicious Sign-in(s)

Lost credentials / Email deleted / Other

Hacked or Compromised Email

Personal

Business

$0 - $100

$101 - $3,000

$3,001 - $25,000

> $25,000

Yes/Unsure

Driver's License

ID Card

Passport

Visa

Other

Afghanistan

Åland Islands

Albania

Algeria

American Samoa

Andorra

Angola

Anguilla

Antarctica

Antigua and Barbuda

Argentina

Armenia

Aruba

Ascension Island

Australia

Austria

Azerbaijan

Bahamas

Bahrain

Bangladesh

Barbados

Belarus

Belgium

Belize

Benin

Bermuda

Bhutan

Bolivia

Bosnia and Herzegovina

Botswana

Bouvet Island

Brazil

British Indian Ocean Territory

British Virgin Islands

Brunei

Bulgaria

Burkina Faso

Burundi

Cambodia

Cameroon

Canada

Canary Islands

Cape Verde

Caribbean Netherlands

Cayman Islands

Central African Republic

Ceuta and Melilla

Chad

Chile

China

Christmas Island

Clipperton Island

Cocos [Keeling] Islands

Colombia

Comoros

Congo - Brazzaville

Congo - Kinshasa

Cook Islands

Costa Rica

Côte d’Ivoire

Croatia

Cuba

Curaçao

Cyprus

Czech Republic

Denmark

Diego Garcia

Djibouti

Dominica

Dominican Republic

Ecuador

Egypt

El Salvador

Equatorial Guinea

Eritrea

Estonia

Ethiopia

European Union

Falkland Islands

Faroe Islands

Fiji

Finland

France

French Guiana

French Polynesia

French Southern Territories

Gabon

Gambia

Georgia

Germany

Ghana

Gibraltar

Greece

Greenland

Grenada

Guadeloupe

Guam

Guatemala

Guernsey

Guinea

We're here for you, 24/7.

Open a or give us a call.

Sign-in troubleshooting & Account security

We're here for you, 24/7.

Open a chat or give us a call.

Sign-in troubleshooting & Account security

Open a or give us a call.