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
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.
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 [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
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
To update your address, you may need to provide a Proof of Address 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.
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.
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.
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
✘ 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:
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
- 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. Chat now
- Prefer talking?
- Our dedicated support specialists are here to help 24/7. Phone Support