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If you can't sign in to your account and our status page is showing that our services are operational, this could mean that:
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An incorrect username was entered.
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An incorrect email was entered.
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Email sign-in is not enabled on your account and you are attempting to sign-in using your email.
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An incorrect password was entered.
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An incorrect Two-factor Authentication (2FA) code was entered.
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A new device requires approval.
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Automated emails are not being received.
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Your browser may be experiencing issues.
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One of these messages is shown before you can visit our website:
By clicking on the purple links above, you will most likely find a solution to troubleshoot your issue.
If you see the message: ''We have temporarily disabled access to your account, please contact Support'', or if none of these topics apply to your situation, please submit a support request so our Support team can assist you.
To request a username reminder:
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Navigate in your browser to https://id.kraken.com/sign-in and click on Forgot username.
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Enter the email address that is associated with your Kraken account.
Then click the Send email button.
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Navigate to the inbox of your email account, open the email with the subject Kraken Security - Username Request and verify that it was sent by [email protected].
You have now successfully recovered your username. Navigate once more to https://id.kraken.com/sign-in and use your username and password to sign in.
If you make any changes to your password, withdrawals to new withdrawal addresses will be held for up to 24 hours, for security purposes. Any withdrawals to updated withdrawal addresses, within 24 hours of a password reset, will also be held. Addresses that you already added to your account won’t be affected.
Before resetting your password, make sure that you are entering the password for your Kraken account without any spelling mistakes. We recommend using a reputable password manager to keep your passwords safe from theft or forgetfulness.
To reset your password:
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Navigate in your browser to https://www.kraken.com/sign-in and click on Forgot password.
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Enter the email address that is associated with your Kraken account.
Then click the send email button. Remember - The reset link in the email can only be used once and expires in the next 2 hours.
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Navigate to the inbox of your email account and open the email with the subject Kraken Security - Password Reset Request, and verify that it was sent by [email protected].
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Follow the Create new password link and enter the new password. We recommend that you use a reputable password manager to generate a new password.
Note: If you enabled a Master Key on your account, you will be requested to Confirm with Master Key.
Once you have successfully entered your username, password and your sign-in 2FA code (optional) you might be asked to approve a new device.
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You will see this screen:
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Then, you will receive an email from [email protected].
- Click the Approve device button as seen below, within 20 minutes, otherwise the link will expire.
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Finally, you will see this page and be successfully signed in on your new device.
Note: You may need to switch tabs in your browser, in order to view the page where you are signed into your account.
Troubleshooting
If you encounter this screen when attempting to approve a new device, we recommend following the steps below before you contact Support.
1. Verify that you are signing into https://id.kraken.com/sign-in, a slight variation of this address can mean that you are visiting a phishing website, and you are putting your funds at risk.
2. Ensure that both the device that you are trying to sign-in with, and the device that you are approving the device from, are on the same network and using the same connection to the internet.
If the above steps don't help, please reach out to our Support team.
If you receive a "Session Invalid" message your system may have changed its IP address during your sign-in session. This feature is in place to combat session hijacking.
If you continue to get the "Session Invalid" message, you can contact your ISP to see if they can stop changing your IP, or you can try using a VPN to connect to Kraken.
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I did not receive an email
If you did not receive an email, make sure to check the spam and trash folder of your email account and verify that you spelled the email address and username correctly during the process.
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Still did not receive an email?
Check out this support article for more information on email delivery issues.
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I received the email but the link does not work
The password reset link expires two hours after it is sent and can only be used once. If you missed the two hour time period, you will need to request a new password reset again.
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I get the message "Your password must be at least 12 characters"
For security purposes we only allow passwords that are 12 characters or longer, use a longer password to continue. We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Your password must contain at least one number"
For security purposes we only allow passwords that include at least one number, add a number to your password to continue. We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Your password must contain at least one special character"
For security purposes we only allow passwords that include at least one special character, add a special character to your password to continue. You can choose from the following characters:
!"#$%&'()*+,-./:;<=>?@[\]^_`{}~.
We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Passwords do not match"
One of the two passwords that you entered does not match the other, fill out both passwords again and make sure that you save your password in a safe place. We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Failed to set password"
It could be that you have a Master Key enabled, fill the Master Key in the appropriate field.I have a Master Key, but don't remember it or don't have access to it any longer. Please submit a support request to receive help from our Support team.
If you've tried all the steps above and still need help - contact us.