Account Access Request — Kraken
Clear, secure steps to regain or request access to your Kraken account, plus best practices for trading, margin, and safety.
1. When to submit an Account Access Request
If you cannot sign in, forgot credentials, lost two-factor authentication (2FA), or suspect your account is restricted, submit an account access request. Kraken's support process verifies identity and protects funds — here’s how to prepare.
- Unable to log in with email and password
- Lost access to 2FA device or app
- Account suspended or flagged for unusual activity
- Requests to change verification details (name, documents)
2. Prepare the required information
Collect the right documents and details before opening a support ticket to speed resolution. Kraken will never ask for your password — never share it.
- Registered email address and phone number
- Full name as on your verification documents
- Government-issued ID (passport, national ID, or driver’s license)
- Proof of residence (utility bill or bank statement, dated within 3 months)
- Screenshot showing the error message or account status
3. How to submit the request
Open Kraken support from the official site and choose the relevant topic (Account Access / Security). Provide a clear subject line such as "Account access request — lost 2FA" and attach the documents listed above.
- Log in (if possible) and navigate to Help → Support Request. If you cannot log in, use the "I can’t access my account" option on the Help Center.
- Attach scanned documents or high-quality photos. Ensure all corners and text are legible.
- Describe recent activity and the exact problem, including timestamps and device type.
4. What to expect after submission
Kraken support will acknowledge your ticket and begin verification. Response time varies based on request volume and complexity. Expect secure identity checks; this is normal and intended to protect your funds.
- Initial acknowledgement via email
- Follow-up requests for clarification or additional documents
- Verification completion and step-by-step recovery instructions
5. Safety & best practices
While waiting, take these safety actions to protect your assets and personal data:
- Change passwords for other services if reused
- Revoke suspicious third-party API keys and exchange connections
- Enable account-level protections: strong password, hardware 2FA, withdrawal whitelist
- Beware of phishing — never click links from unknown emails. Check the sender and the URL carefully.
FAQ
Q: How long does verification take?
A: Times vary. Simple issues may resolve in hours; complex identity checks can take several days depending on documentation and volume.
Q: What if my funds are at risk?
A: Immediately inform support and enable any emergency lock features if available. Do not share passwords or OTPs with anyone claiming to be support.
Q: Can I withdraw funds during review?
A: Access to trading and withdrawals may be restricted during investigations. Follow instructions from Kraken’s support team for next steps.