Submit a request
Kraken agents will never ask for your password during a phone call or in a support ticket.
Email address associated with your Kraken account
Contact email address
Please state the reason for reopening the account
Please sign in to submit a ticket
Know Your Customer (KYC)
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
Please share any additional details regarding your account and/or trade:
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.
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:
Make a selection.
Example: I'm visiting a city ([add city name here]) and using my friend's laptop to access the account.
Report unusual activity
Lost or stolen device
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
New address
Reason for telephone number change
Reason for name change
Email address associated with your Kraken account
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.
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
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.
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.
An Account Recovery Photo (ARP) 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 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:
Dos
✓ Hold your ID and note in hand(s).
✓ Using one hand is acceptable, as long as all parts of the ID and message are visible.
✓ Your whole face, upper body, arms and hands must be visible.
✓ Take the photo during the day to ensure enough lighting.
✓ Have someone take the picture of you or use the timer function on your phone.
Don'ts
✘ Don't have another person hold the note.
✘ Don't tape ID to the note.
✘ Don't 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:
The most common reasons for a failed Account Recovery 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.
Account Security Documents Upload
You must complete the following steps before closing your account:
- 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.
- 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.
- 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.