Please indicate below the individual opening the account, as well as all Shareholders, Directors and Authorised Representatives who will have access to the account and act on behalf of the Company.

Furthermore, under beneficial ownership, please specify all individuals who directly or indirectly hold 25% or more equity, share, or voting rights of the Company. Also specify the individual who exercises significant control over operating the Company. This may be the majority Shareholder or Chief Executive Officer, Chief Operating Officer, etc.

If no individual directly or indirectly owns 25% or more equity, share, or voting rights of the Company, please specify the individual who exercises significant control over operating the Company.

If another business entity owns 25% or more equity or shares of the Company, please specify that company and detail the indirect ownership of the company for all individuals who meet the above requirements.

Documentation Requirements:

A followup email will be sent requesting the appropriate documents.

Today's date cannot be selected for a callback

To get a quote for your Over-the-Counter (OTC) trade, please provide the following details:

Summary of your request to speak with Kraken's Business Development team. The more detail the better

Summary of the event being proposed. The more detail the better.

Summary of the marketing proposal. The more detail the better.

Written Cover Letter for the position. The more detail the better.

Summary of the business proposal. The more detail the better.

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

Deposit below minimum 0.05 ETH deposit amount. Click “ok” for more information, or Cancel to stay on this page.

Please select ACH instant purchase instead if your issue is regarding a purchase using your bank account.

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.

If you have a Master Key enabled, you can request a one-time Two-Factor bypass code by clicking "Help" and then "Recover my sign-in 2FA" on the sign-in page.

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 these instructions.

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 username and email address. To double-check both, request a username reminder.

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.

Request a username reminder to ensure you are attempting to login to the correct account.

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.

Please refer to our browser troubleshooting article for more information.

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

Request a Username reminder to ensure you are entering the correct one.

Double check that the email wasn’t sent to your spam/junk folder.

Search for our sending email address, noreply@kraken.com, or anything with @kraken.com.

If performing a password reset or Sign-In 2FA by-pass, make sure you are entering the correct username, email address and Master Key (if enabled).

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

Please refer to our email delivery issues article for more information:

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.

Make a selection.

If your closed account was never used, we suggest you open a new Kraken account by clicking this link: https://www.kraken.com/sign-up

Example: I'm visiting [location] and using my friend's laptop to access my account.

Deposits can take up to five business days to clear. We suggest waiting until {{date}} as your deposit may still be allocated.

Report unusual activity

Lost or stolen device

Two-Factor Authentication unavailable

Password reset issue

Account temporarily disabled

Invalid username or password / Invalid login

Lost access to email address

Not receiving any emails

Global Settings Lock issues

Reopen a closed account

Your Kraken Account Functionalities

Taxpayer Identification Numbers are extremely sensitive. Please submit your request below and one of our specialists will contact you via email to update your TIN information.

Kraken does not support tax sheltered retirement accounts at this time (such as a 401K, IRA, or other products). If you would like to verify that your retirement account is exempt from Form 1099 reporting, please submit this form using the button below.

After submitting this request, our specialist will contact you via email with further instructions. You will need to upload a PDF copy of your signed Form W-9, in the name of your retirement account, indicating a valid Exempt Payee Code in Box 4 to verify your account is exempt from Form 1099 reporting. Please be prepared to provide this information.

New address

Reason for telephone number change

Reason for name change

Email address associated with your Kraken account

Please ensure that the name on your Kraken account matches the name on your bank account.

If the name on your bank account has not been updated yet, please update the bank account name before submitting your name change request.

Please note that if the name on your Kraken account does not match the name on your bank account, cash transactions may be placed on hold.

To update your address, you may need to provide a Proof of Residence Document.

Select the option that matches closest with the topic of your request. If you can't sign-in to your account, review our I can’t sign in to my account support article for troubleshooting tips.

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

The date must be within the next 7 days, only one date may be on the weekend and you may not pick the same date twice.

Video Verification Form

Once you have submitted the form, a member of our support staff will respond via email as soon as possible to confirm the scheduled time of the call.

This call will be conducted via Zoom. You can access this call via your browser and do not need to install the app. You also do not need to register for Zoom to participate in the call. We will send you the scheduled time and further instructions as soon as possible in our confirmation email.

Email address associated with your Kraken account

Video verification form

How did we do?

CSAT ticket rating

#internal-only# Client submitted Service Satisfaction rating.

We appreciate your feedback and will use it to improve your future experiences with Kraken.

Once you have submitted the form, a member of our support staff will respond via email as soon as possible to confirm the scheduled time of the call.

Kraken agents will never ask for your password during a phone call or in a support ticket.

Is there anything we can do to improve our service?

Submit up to 5 files, or sign in to your Kraken account at support.kraken.com to submit up to 10 attachments. We can only accept JPG, JPEG, PNG, and PDF files with a maximum file size of 50MB per file. Please do not submit password-protected files.

Documents Upload Form

Client submitted the General documents upload form. This ticket should automatically get merged once the attachments are processed. Do NOT manually merge this ticket unless all its attachments are processed. If you merge this ticket while attachments are still queued, they will get stuck in permanent limbo and you will need to ask the client to resend them.

Client submitted the Account Security documents upload form. This ticket should automatically get merged once the attachments are processed. Do NOT manually merge this ticket unless all its attachments are processed. If you merge this ticket while attachments are still queued, they will get stuck in permanent limbo and you will need to ask the client to resend them.

To proceed, submit an Account Recovery Photo which is a photo of you, the account holder, holding your ID document and a handwritten note stating:

"For unlocking my Kraken account - I confirm that I am corresponding with support@kraken.com on ticket #[your ticket number], [Date] [Signature]".

How to put the ID and note together:

Write the note with your hand and keep the wording of the note as instructed.
Take a high-quality photo of yourself holding the handwritten note and your valid ID. If possible, the ID you're holding should be the same ID used for Intermediate verification.
Make sure the image is not blurry so all details on the ID and note are readable.
Make sure your whole face, upper body and both arms with hands are visible.
Submit the photo as a JPG, JPEG, PDF or PNG image at the bottom of this page.

Example of acceptable ARPs:

Dos

✓ Ensure that the photo is not blurry.
✓ Have someone take the photo of you or use the timer function on your phone. Keep in mind that your arms and hands must be visible.
✓ Your note must contain all relevant information including the ticket number, date and your signature.

Don'ts

✘ Don't tape ID to the note or cover any ID or note details with your fingers.
✘ Don't wear sunglasses, a hat, or anything that covers your face.
✘ Don't stand in front of a purely white background.

Example of ARPs that we must reject because they do not meet the submission requirements:

Please submit an Account Recovery Photo (ARP) which is a photo of you, the account holder, holding your ID document and a handwritten note at the bottom of this page, stating:

"For unlocking my Kraken account - I confirm that I am corresponding with support@kraken.com on ticket #[your ticket number], [Date] [Signature]"

How to put the ID and note together:

Take a high-quality photo of yourself holding the note and your valid ID. Make sure the image is clear and all details on the ID and note are readable.
Make sure your whole face, upper body, arms and hands are visible.
Submit the photo as a JPG, JPEG, PDF or PNG image at the bottom of this page.

Example of acceptable ARPs:

With the above ARP, include your valid, government-issued photo ID:

The ideal image of your photo ID should meet the following criteria:

All details on ID are readable on full color images.
Background is visible around the ID (all corners and edges of the ID can be seen).
Photo is a camera shot, not a scan.

Example of acceptable ID image:

Please submit an Account Security Photo (ASP) which is a photo of you, the account holder, holding your ID document and a handwritten note stating:

"For Kraken.com cryptocurrency exchange - Support Ticket #[your ticket number]"
"My email address is: [your email address]"
"I have read and understood Kraken.com's Beware of Scams warning. I acknowledge crypto asset withdrawals are irreversible"
current date and your signature

How to put the ID and note together:

Take a high-quality photo of yourself - using the main camera (not the front/selfie), holding the note and your valid ID. Make sure the image is clear and all details on the ID and note are readable.
Make sure your whole face, upper body, arms and hands are visible.
Submit the photo as a JPG, JPEG, PDF or PNG image at the bottom of this page.

To proceed with your request, we require an Account Security Photo and a photo of your valid government-issued photo ID. Carefully read through the following requirements and upload these images at the bottom of the page.

1. Account Security Photo

An Account Security Photo (ASP) is a photo of you, the account owner, holding your valid ID document and a handwritten note stating:

"For Kraken Account Security. I confirm that I am corresponding via support@kraken.com on ticket #[your ticket number]". <Date> <Signature>"

How to put the ID and note together:

Write the note with your hand and keep the wording of the note as instructed.
Take a high-quality photo of yourself holding the handwritten note and your valid ID. If possible, the ID you're holding should be the same ID used for Intermediate verification.
Make sure the image is not blurry so all details on the ID and note are readable.
Make sure your whole face, upper body and both arms with hands are visible.

Example of acceptable ARPs:

Dos

✓ Ensure that the photo is not blurry - consider taking the photo during the day to ensure enough lighting.
✓ Have someone take the photo of you or use the timer function on your phone. Keep in mind that your arms and hands must be visible.
✓ Your note must contain all relevant information including the ticket number, date and your signature.

Don'ts

Example of ARPs that we must reject because they do not meet the submission requirements:

The most common reasons for a failed Account Security Photo:

Arms are not visible or face is partially covered.
ID is blurry or parts of it are covered.
The handwritten note does not meet requirements. Please read the requested message carefully.

2. Valid Government-issued Photo ID

The ideal image of your photo ID should meet the following criteria:

Full color image
All details on ID are readable
Background is visible around the ID (all corners and edges of the ID can be seen)
Background is a contrasting color (e.g. dark for light colored ID)
If using a national identity card please include images of both the front and back

Example of acceptable ID image:

Account Security Documents Upload

You must complete the following steps before closing your account:

Close orders and positions: Ensure that you have no open orders or positions before closing your account. Please visit Closing orders and positions for help with closing open orders or positions.
Withdraw all funds: You must withdraw all cash and cryptocurrency. Please visit How to withdraw cash and How to withdraw cryptocurrencies for help with withdrawing.
Export trade / account history: It's important that you export your account history before closing your account for accurate record-keeping and taxation purposes. Please visit How to export your account history for help with downloading trade and ledger history.

We're only able to accept up to 5 attachments at once. Sign in to your Kraken account at support.kraken.com to increase the limit to 10 attachments at once.

We're only able to accept up to 10 attachments at once. If you have more than 10 attachments that you'd like to upload, you'll need to submit this form multiple times.

The most common business and partnership proposals we receive can be found in this support article. To ensure the fastest possible response, please review the article before submitting a request.

Account Access Follow Up Questions form submitted

Account Access Follow Up Questions

You can attempt to resolve this issue by inserting one of the following into the 'Postal/ZIP Code' field:

Type '1'
Type '10000'

Please note that your documents must meet all of the following requirements in order to be uploaded successfully:

Images must be in color and high resolution
File format must be JPEG, JPG, HEIC, PNG or PDF
Files must be between 5 KB and 16 MB
Image dimensions must be between 350 x 350 and 6144 x 6144 pixels

If you're still experiencing issues, please complete the request form below. We will send you further instructions on how to submit your documents.

To troubleshoot possible browser issues, please refer to our browser troubleshooting guide.
You can also monitor the status of our services at any time via our status page.

If you've applied over 24 hours ago, please check your email inbox, including spam or junk folder, as we may have requested additional information and wait for your reply. If you haven't received an email from us within 24 hours after signing up, please complete this support request form.
Note that verification processing times may be longer during periods of high demand.

Please ensure that the name on your Kraken account matches the name on your bank account.
If the name on your bank account has not been updated yet, please update your name with the bank account before submitting your name change request.
Please note that if the name on your Kraken account does not match the name on your bank account, cash transactions may be placed on hold.

Please submit an updated government-issued photo ID. If you have a name change certificate from your government, include this document in your upload as well.
Make sure that your documents meet the ID image requirements and that the file is in JPEG, JPG, HEIC, PNG or PDF format. The documents should be attached as individual files and not in a downloadable link or ZIP file.

Please submit a Proof of Residence (PR) document that shows your new address below. When selecting your PR document, please note that it must be:

A utility bill, bank statement, credit card statement or something similar
Issued or dated not more than three months ago
In JPEG, JPG, HEIC, PNG or PDF format
Attached as individual files, not provided in a download link or ZIP file

Reason for address change

Kraken Account Verification

Kraken Account Personal Information Change

If you have deposited within five days, the transaction may be still in process. If your deposit to Kraken does not arrive within the estimated time frame , please follow these steps .

Please send a deposit receipt, deposit slip, or bank statement to help us locate your funds. It can be a screenshot or scanned copy, formatted as a JPEG/PNG attached to this email. It should show:

Account holder's name
Transaction date
Amount transferred
Bank details (IBAN of sending and receiving banks)

Need more help?

Chat directly with one of our support specialists.

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