Account Access Request — Kraken

1. Identify why access was lost

• Forgotten password or username
• Lost or reset 2-factor authentication (2FA)
• Account temporarily locked due to suspicious activity
• Verification (KYC) mismatch or missing documentation

Knowing the root cause helps you collect the right evidence and significantly reduces response time from support.

2. Prepare required documents and details

Before contacting support, assemble the following information. Presenting a complete request in the first message reduces back-and-forth.

3. How to write the access request

Make your message concise, factual, and complete. Use numbered items and attach files as high-quality images or PDFs. Example template you can paste into an email or support portal:

Hello Kraken Support,

I am requesting assistance to regain access to my Kraken account.

1) Registered email: jane.doe@example.com
2) Full name: Jane E. Doe
3) Reason for access issue: Lost 2FA after changing phones (Google Authenticator not available)
4) Approx. account creation date: March 2019
5) Attached documents: Passport (front/back), recent utility bill, selfie with handwritten note
6) Preferred contact method: Registered email

Please let me know any additional steps required and the expected timeline.

Thank you,
Jane Doe

Do not post your sensitive documents to public forums or send them via unsecured channels. Only attach them in the official Kraken support portal or the secure support email address provided in Kraken’s help center.

4. Specific cases & steps

Lost 2FA (Authenticator app)

• If you have saved recovery codes, use them to log in.
• If not, provide ID verification and a brief explanation that you lost access to your authenticator; include device change details.

Forgotten password

• Use Kraken’s password reset flow first. If reset email doesn’t arrive, check spam or other accounts.
• If reset fails, include recent transaction IDs, bank transfer references, or withdrawal addresses to prove ownership.

Account locked for security

If your account is locked due to suspicious activity, Kraken will prioritize verification. Be ready to provide transaction evidence and a signed statement if requested.

5. Security & privacy best practices

• Use secure Wi‑Fi and avoid public hotspots when uploading documents.
• Check that you're using Kraken’s official support channels — avoid links from unsolicited emails.
• Never share full private keys, seed phrases, or account passwords with support. Kraken will never ask for your private keys.

6. What to expect after you submit

Support response times vary with volume and the complexity of the request. Typical steps you may see:

1. A confirmation reply with a case number
2. A request for more documents or clarification (if needed)
3. Verification, followed by instructions to regain access or re-enable features

Keep your case number and correspondence for reference. If you do not receive a reply within a reasonable period, use the official support portal to follow up rather than replying to random emails.

7. Troubleshooting checklist

• Check spam/junk folders for Kraken emails
• Confirm you are contacting the official support channel
• Confirm the documents are legible — blurry images cause delays
• Gather transaction evidence (dates, amounts, addresses) if ownership proof is needed