Complete step-by-step guidance, required documents, security tips, sample messages and common FAQs to request account access or recover a locked Kraken account quickly and safely.
If you need to request account access, recover login credentials, or regain trading permissions on Kraken, it's important to follow Kraken’s account access request process precisely and securely. This guide explains what to prepare, how to submit your request, how Kraken typically responds, and best practices to avoid delays or security issues.
Have a government-issued photo ID (passport, national ID card, or driver's license). Ensure your ID is not expired, and that your full name and date of birth are clearly visible.
A recent utility bill, bank statement, or government correspondence dated within the last 3 months showing your name and address. Some jurisdictions require stricter verification, so use the most official proof you can provide.
Know your account email, the date you opened the account (if known), and a clear description of the issue (e.g., "Locked out after 2FA loss", "Need to restore account access after phone change", "I can’t complete identity verification"). The clearer the context, the faster Kraken can route your request.
After submission, Kraken usually responds with a ticket number. Keep this ticket number and follow any instructions carefully. Response times vary based on verification complexity and support volume.
Never post photos of your ID or account-sensitive screenshots publicly. Only submit via Kraken’s secured support portal.
Kraken will never ask for your full password in plain text. If an unsolicited message requests sensitive information, do not comply — verify via Kraken's official site.
Use an authenticator app (TOTP) rather than SMS for two-factor authentication. If you've lost 2FA access, explain this clearly during your account request and be prepared to provide extra verification.
Standard verification and account access requests can take anywhere from a few hours to several business days. Complex recoveries — for example, accounts flagged for suspicious activity or accounts requiring manual review — can take longer. If you haven’t received a reply within the timeframe indicated in the ticket response, use the ticket number to follow up through the support portal rather than creating duplicate requests.
Subject: Account Access Request — Lost 2FA & Need Verification Assistance
Hello Kraken Support,
My account email is: your.email@example.com
I am currently unable to log in because I lost access to my authenticator app and phone. I last accessed the account on: 2025-10-28 (approx).
I have attached:
- Front and back of my passport (scanned)
- Recent bank statement showing my name and address (dated 2025-09-20)
- A selfie holding my passport and a handwritten note: "Kraken account recovery — [today's date]"
Please advise the next steps to restore my account access. I can be reached at an alternate email: alt.email@example.com.
Thank you,
[Your Full Name]
Customize the message with exact dates and attachments for faster processing.
A: Yes — but you will need to prove ownership through identification documents and possibly additional checks. The process is designed to prevent social engineering attacks and protect funds.
A: Simple verifications may complete in 24–72 hours. Complex cases can take longer. Provide complete documentation to avoid delays.
A: Providing clear, high-quality scans and a precise explanation reduces back-and-forth. Do not send duplicate tickets; instead, reply to the existing ticket with additional information.