Bitcoin Forum

I got locked out of my Kraken account because something went wrong with the 2FA, I can't honestly say if its their fault or my fault, but judging by the number of errors generated by their site, I will not automatically conclude it's my fault. I did save the key for the 2FA and tried to restore it but that didn't work.  Their website is totally ambiguous about what to do if this happens.  They have a 2FA bypass request form which generates a green success message saying that if the input data matches their records (it does) a bypass code will be sent. However the form itself is contradictory saying both that if you don't have a "master key" you can't do it and below that that a master key is "optional".  In any case I know the info I am entering is correct and the form generates a green success message that says "if the data matches our records, you'll receive a code" - it does, but no code is ever sent.

see: https://s26.postimg.org/rsaejr9a1/form.png
and: https://s26.postimg.org/4yhgaikl5/message.png

Support is totally unhelpful. I have had more than 15 exchanges with them and they have made no attempt to actually give me access to my account. They don't seem to have any process in place and just seem to be making things up as they go.  Every detailed answer to a question generates another round of more questions or repeating the same questions they already asked and already received an answer to or shuffling the request between employees and/or departments.  After giving them extremely detailed information only I could know about the account, including down to the last cent details on account activities that took place as long as a year+ ago, they told me what they really want... or so I thought and hoped...  A photo of the ID I used to register, and a few more additional details. If they are not being disingenuous, then they are operating from the default assumption that my e-mail account is hacked along with multiple other accounts besides my e-mail and kraken accounts. Furthermore, if they were to take into account my login login details (IPs, location, etc.) they would also have to assume that my account has been hacked since more than a month and I didn't notice or that I was being held captive in some basement while somebody is using my account for more than a month.

Luckily I was able to determine what ID I used to register with and luckily I still have it!  Since they accept a long list of different ID types (including driver's licenses), some of which expire and have to be renewed which changes the ID details, what would happen if the user didn't even have that ID anymore?  They don't seem to have any plan in place for that since it took more than 10 rounds of back and forth for them to even decide that an ID photo was what they really wanted in order to give my account back.  Prior to providing an ID photo, support reps might respond within a few hours to a day, of course they never did anything useful or helpful, but at least they were pretending like they were doing something.  After sending them everything they wanted, they've totally disappeared into thin air.  Their "escalate ticket form" doesn't seem to do anything at all: https://docs.google.com/forms/d/e/1FAIpQLScCdK0IeMKRdYQUrpZRte71T_ksukoCU_7nnssYWSgrpoYMkA/viewform?fbzx=-1724293387715416600  Trying to get their attention on social media has no result either other than sometimes pointing users to the "escalate ticket form".  

With all their talk about "security" and "verification" they have just forced me to put my entire life's history (at least as far as it relates to my interaction with their company) into insecure emails and into their ticketing system which is certainly of at least questionable security... and they still haven't done anything at all to help.  

I was once locked out of my account once in the past with Kraken and I remember it was an absolute disaster taking days to get back in, so I hesitated to enable another layer of security that I wasn't absolutely certain I could reset by myself if something went wrong.  After an internal debate I thought better safe than sorry since I had some trades pending.  I regret it now, I've learned twice in a row, the threat of someone hacking your password during some one or two or three day period when you're trying to make some trades is far less than the threat of having to deal with Kraken themselves.  It appears they can hold accounts hostage as long as they want for whatever arbitrary reason they want, or no reason at all.

It really feels like they are going out of their way to keep the account locked as long as possible and to require as much correspondence as possible with support.  There is no way a business motivated by resolving tickets as quickly and efficiently as possible would behave like this.  If they were being up front and honest and know what they are doing (i.e. have a clear process in place) they should have been able to clear this up in the very first exchange - say up front what they want, receive it, send 2FA bypass code.  Pretty simple and straight forward.  Now days later, nothing has been accomplished except wasting a lot of my time and continuing to keep me locked out of my account forcing me to take to social media and write long winded explanations of what they are screwing up, how and why.  Just fix the problem!

Add to all of this the fact that Kraken.com generates tons of 502 errors or gives error messages saying "this feature is temporarily disabled" for withdrawals whenever anything significant happens in the market.

If I lost a credit or debit card, I could make one phone call and get it replaced in 15 minutes.  With Kraken all I can do is submit a ticket and pray?  Where is the telephone support? Where is the direct contact info to somebody that can actually do something?  As much as we'd all like to move on to finance and money 2.0, I have to say even the worst bank I've ever dealt with is better than any bitcoin exchange, especially Kraken.

At this point I am wondering is Kraken just incredibly incompetent or are they doing this on purpose?  Do they look at customers who are locked out of their account as ways to guarantee themselves some additional liquidity for a finite period of time that only they can control?  Or are they just terrible at their job?  It has to be one or the other.

Crytpo currencies are great but the exchanges are just awful!

is good if you problem post in kraken official announcement thread
this kraken announcement thread https://bitcointalk.org/index.php?topic=290799.0

Thanks for the tip

Kraken is a huge business and is receiving many requests on a daily basis, that's the negative thing about big businesses.. they don't care about one unsatisfied guy because they have another thousand who are satisfied. I'd change the exchange overall if I were you

They've made that abundantly clear, but if they were a smart huge business, wouldn't they want to solve each ticket with as little back and forth as possible?  So that they spend less on employees doing unproductive work and get the customer back to generating more fees for them as soon as possible?  Hence, I ask, are they just completely incompetent or do they have other motives?

I would like nothing more to change but right now I can't.  What do you recommend if and when they actually reply and do something about this?

It's more than just support backlogs. It seems that most exchanges act this way when it comes to granting access to people they worry are not really the account holders. I always considered BTC-e to be quite honorable, but the one bad thing I heard was that it was a nightmare for people trying to recover their accounts in cases like this. People would go back and forth with support for months, providing all the evidence and documentation that was asked for, but they would be stonewalled.

You won't get that much exposure here. I think you should make a thread on r/bitcoinmarkets and cross-post this. I would also advise you to tag their reddit support rep (I think there is one) but I don't know who it is.

Jesus, I was hoping this nightmare would be resolved today, it never occurred to me it would take months or I might lose my funds entirely.  This is awful. 

Thanks for the tip.

I tried doing as you said though and my post is being removed somehow.


Visiting the URL just says "post removed" https://www.reddit.com/r/BitcoinMarkets/comments/6zlze7/my_kraken_account_is_locked_and_support_doesnt/

If anyone can successfully get it posted on my behalf to a few of the most relevant reddits, especially /r/BitcoinMarkets I'll happily send you a couple bucks worth of ETH and a few more if my account gets unlocked any time soon.

Honestly i would not bother with the Reddit. You don't even know whether or not Kraken staff will be actively responding to your messages. You will get empathy from other users, sure. But that doesn't really help.

Try messaging this guy: https://bitcointalk.org/index.php?action=profile;u=32856. He is involved with Kraken as a staff member and is quite active(online today, actually). He should be able to help you at least a bit via PM.

If you can't get hold of him via pm complain publicly here(which you've already done it seems, but keep doing it until you get a response): https://bitcointalk.org/index.php?topic=290799.0.

Thank you I will try.  If you have any other ideas please let me know.  They're just totally destroying the productivity of my week.  If there is anything I have time to do while they're jerking me around it's to post this all over the place.

r/bitcoin ?  reddit!  come on.. we all know that portal is monitored and posts removed when they don't "fit" with a certain someones views..


Keep at them like already said they might just be reluctent to allow access untill they are 100% sure you are the correct account holder.

Good Luck.

There is no reasonable evidence to suggest that I am not the account holder, and they haven't made any attempt to take any common sense steps like asking "Can we call you on the phone?"  "Can you tell us the last 4 digits of the bank account you used to deposit/withdraw last time", etc.  I answered tons of questions about the kraken account itself, even details dating back many months. For them to conclude that I somehow know those details without being the rightful account owner would mean they concluded the account was hacked weeks earlier and the attacker locked himself out but only after saving all these details or else having compromised my email and many other accounts.  It's totally absurd. 

I don't know how to "keep at them" when all I can do is post a ticket where my messages just get dropped into a black hole with no response.  Do you have any suggestions on how to contact a real person?  Like by telephone for example?  Where else can I "keep at them" and how?

https://en.wikipedia.org/wiki/Kraken_(bitcoin_exchange)

Do a compnay search try find a postal address for the company this is the only way I can think if they are not responding to your request.

They are also a reegestered company and have to comply with the rules just like anyone else would you could try find the director of the compnay and make him aware that there is a serious issue.  Or you can just keep trying the support tickets they may just be very very busy at the moment.

Failing that you could (depending on where you are)  take them to court for losses regarding your account if you have paperwork there to prove its your account and you have all the communications there regarding it and they have failed in there duty to address these then I would say you might have a case.

Give them a nudge and make them aware that you may seek legal advice regarding this issue if they are not willing to address the matter and deal with you untill there is satisfactory resolution.

I'm 99% convinced they purposely try to avoid unlocking accounts for as long as they possibly can.  After failing to respond for so long they asked for the same ID photo they asked for earlier with no reasonable explanation as for why the other one wasn't good enough.  They didn't even make it clear whether they are denying receiving it (I'm sure they received it) or they are just trying to nitpick some minor detail.  It is common for them to ask for the same things they've already received over and over again.  This is a uniquely horrible company.

Welcome to the world of crypto! Nothing is ever as simple as it should be.   I can totaly understand how frustrating this must be I am going thru similare process with Wirex They keep rejecting my documnets to verify my account and lift the limits on it.  First time they told me it was becasue I used a PO BOX (turns out the PO Box address is my electricity company address)  so that was fine a mistake was made, I re-submitted them.. I woke up today to a notice saying my documents were (Unaceptable)

So again.. I re-scanned them and sent them..

It seems like its a never ending process. and I can assure you kraken will do the same you just need to keep on at them untill you get the desired result. If not ask for there company regestration number and CEO contact and make them aware you will seek legal advice if they do not pull there socks up!

It just gets worse and worse and worse and worse: after all this jerking me around, I finally got the first quick response ever... but it says:

"Your account requires a specialist team to unlock."  

No contact info for the specialist team.  No time line.  No recourse.  This is truly one of the worst companies I've ever had to deal with.  

I was already told in the past some bullshit about transferring my ticket to some other department.  

It never ends.

Can i ask how much are we talking here? thousands?  i want to judge why it might take so long, if lots of money i cant understand time lag.  I am confident they will solve your problem btw, its just there are more people in crypto than ever before, yes its maybe not a good enough excuse.

I did not remember to copy my 2FA key when i made kraken account, opps, now worried if i redo 2FA i mess it up and get locked out like you.

It's not enough to justify some kind of massive internal investigation.  They know who I am there is no question.  They have no reason to believe I have been hacked


You should be very worried. That's exactly what I tried to do, enable 2FA to protect my account and save the private key backup and something got screwed up in that process.

Found a number, for "Payward, Inc." aka Kraken: (+1) 650-434-2889 (https://www.bloomberg.com/research/stocks/private/snapshot.asp?privcapId=260965170) - it's a Google voice number with an anonymous outgoing voicemail message...

Here is one other number they apparently used in the past, another anonymous mobile number: (+1) 916-267-4413

How and why can they so successfully hide their phone number? 

It's easier to find a working number for some lawyers suing them, than it is to find a working phone number for them: http://www.almcms.com/contrib/content/uploads/sites/292/2017/07/1.-2017-7-3-CLASS-ACTION-COMPLAINT-Clark-et-al-v-Kraken.pdf

<sarcasm>Also nice to know</sarcasm>: https://digiconomist.net/fraud-risk-assessment-kraken

Dude i would give it 24 hours from now, take a walk, try to chill out, i know its frustrating, i'd be the same.  To give you some confidence i have been moving money in and out for last few months from kraken, fiat, crypto etc etc no problems.  You've probably got their attention now with the posts, just have to wait a bit.  My mrs did a verfication recently took nearly a week for that to go through.

Unfortunately, that strategy hasn't proved very effective so far.

This is sound advice. If they say they need a specialist team to look at it then that can only be a good thing for you since it seems you are ticking all the correct boxes if you have all the information they require and all is well with your account I see no reason they should not allow you back in.

You need to also realise there is a darker side to all this would you be happy if you woke up one day and all your fund were gone because someone managed to gain access via social enginering I think there security is robust and that can casue problems when you need access to your money.

You have options available to you if they fail to assist you and you have all the documented evidence there.

Take 24 hrs to relax and let them deal with it.

If they don't.. Seek legal advice.

This is resolved.  Credit where credit is due I believe "Kraken-Septimus" resolved this along with whoever they were working with (if anyone).  Thank you.

I am still disturbed I couldn't just find out from the first contact (telephone or email) what is required and provide it up front, but still thank you very much to "Kraken-Septimus" and their colleagues.

We do not have any support phone numbers. Any that you find that aren't publicly listed on our website are most likely not actually associated with Kraken, are scams and/or phishing attempts by criminals attempting to steal your money and/or identity.

nice job, glad it got sorted for you OP

I'm having the same problem. They collected the details quite quickly and passed the case to the specialist team. No news since, about 24h. No way to track the process or contact anyone related to it. Quite frustrating..
How did you solve it at the end?

My issue got fixed after about 30h from the point when the account access specialist involved.
I guess it's a reasonable time, but let the customer know what's going on with their account/money. My email when I asked about the progress just got ignored.
I hope they'll improve this.

Could you please help me I just got my account temporarily disabled, do you have a link or anything.

So what's the reason behind why your account was disabled, and what is the last activity you've done using that your account.
I don't think kraken have any support here or some representative. You only need to send the support, and wait until there's someone replied your ticket support coz people can't help here IMO.

I tried logging in, and I know for a fact I entered the correct information but I ended up getting a temporary disabled after my attempts were used up. I was logged in, and I made a deposit, while i was waiting I logged out for about two hours, I came back to log in to check if my deposit was cleared but couldn't log back in  >:(.
I will contact support again with my claim number, thanks for replying back.

*** WARNING - KRAKEN USERS ***

A lot of Kraken accounts without 2FA got hacked today. A friend of mine had an email from Kraken mentioning unusual activity on his account. He tried to change the password using the link they provided and his account is now disabled. I tried to explain to him that Kraken's security is very good and they keep an eye out for any unusual activity, you wouldn't see many of the lesser exchanges taking that amount of care.

I've had 2FA enabled for a while and I no longer keep anything of great value on an exchange unless I'm going to make a big trade there and then. Don't ever fall into the trap on not using some kind of 2FA as you will get caught out one day! It happened to me a couple of years ago, but thankfully nothing happened to the funds in there thanks to Kraken being on the ball. Always use a wallet where you hold the private keys and an offline hardware wallet is even better. There is so much malware about these days that you just can't be too careful.

If this happens to you, don't worry as Kraken will try to help you as much as they can. The support team is always busy so it normally takes a few days to get a response when opening a ticket or emailing them if you can't log in. Don't worry, you will get sorted, just be patient.

Remember to open a ticket as no ticket no fix!

Stay safe out there as there's so many people trying to rip us off and the sooner this all gets regulated, the better ;-)

In busy periods, you can wait up to a week for a response and a fix. I know it's frustrating when you need to trade at short notice when the market beckons. Yes, always make sure you keep a record of the ticket number as you won't be able to view it if your account is disabled.

Kraken have just responded to my buddy - they are scammers!

He's just had his account unlocked and it took 4 days which, in itself, is totally unnacceptable. However, it gets worse as he's just logged on and all of his coins are gone even though he emailed Kraken a snapshot of his coin balances and recent blockchain evidence of transactions.

I logged onto Kraken straight after, traded all my coins on there to ETH and moved to my hardware wallet. I now have nothing on Kraken and will never use them again, it's not worth the risk. It seems like they are as bad as Bittrex!


WARNING... IF YOUR KRAKEN ACCOUNT IS DISABLED, IT LOOKS LIKE YOU WILL LOSE ALL OF YOUR COINS !!!

Withdraw everything from Kraken while you still can!

I'm sorry that your friends coins were stolen. This is an unfortunate incident that we always want to avoid. Typically we see this happen when a client's email is compromised and they do not have 2FA on their Kraken account.

I would suggest to everyone that you have 2FA enabled at all times and follow our guide (https://support.kraken.com/hc/en-us/articles/201396837-What-can-I-do-to-make-my-Kraken-account-secure-) on securing your account.

I said it before and I will say it again. The only safe coins are those stored in a wallet whose private keys you and you alone know and control.

Storing large amounts of coins in an exchange is playing with fire. Anything can happen anytime.

Store your coins in your own non-online wallet on a safe device.

Trade on an exchange and immediately migrate the coins to your offline wallet. Paper wallets have my fullest confidence and faith. Store multiple copies of them in safe locations. A bank's safe deposit box, for example. Or just like I do... I emailed half of the private key to myself and the other half to another trusted email account.

When you put your coins on an exchange, you effectively surrender control and ownership of those coins to the exchange. That account balance you see on your laptop's screen is just numbers and nothing else. It's just like a bank's online banking site telling you your balance is $5000 but the cold hard cash is stored in the bank's vaults. Unless you are actually holding that money in your hand, it's not yours.

You would suggest that everyone should have 2FA enabled? How about forcing people to set up 2FA at the time they sign up there? This is not just directed at Kraken, but concerns each and every exchange out there. STOP accepting noobs that aren't willing to protect their account with 2FA! It's obvious that people themselves won't do it for whatever reason, so the exchange should force it through by default. It's frustrating that people are looking to enjoy the highest level of security when it comes to their bank account, but fail to do so with with crypto. :-X Pointing people to whatever explanation page will not help, it's the exchange that should act here to deal with this problem once and for all.

I have open 3 year's before a kraken account, but now when i will to login it's say put master key but i have forgot mi master key.
I have send a tiket to the support, mi case was solved in 3 days, but mi 2-fa was enabled, chance i have still the same phone en the 2-FA in mi phone :-*
If you have the 2-FA on no hackers no support can in ;) ;)
Kraken is a good exchanger, but d'ont gambling witch the security...

To the OP. Care to explain how you got your account unlocked. I'm in the same situation. Been without my account for almost a week now.

Hi dreamer81. Please create a ticket here (https://support.kraken.com/hc/en-us/requests/new) and escalate that ticket using this (https://goo.gl/forms/2VolutBY6HBGJRRA3) form. From there you will receive instructions on how to unlock your account.

Hi,guys
  I still make a stupid mistake that locked my account , can you help me unlock this ? I already send request to support.kraken.com, and escalate the ticket from your post url,
  My ticket number is 849648
  My user name is:x ,my email address is :x
  Please help me unlock it ,I already lost so much  opportunities.

  Thanks so much !

Hi! Please remove all sensitive information from your post and escalate your ticket using this (https://goo.gl/forms/2VolutBY6HBGJRRA3) form.

Thanks for you reply , I have remove all  sensitive information from my post .
And I already get a email from Suri (Kraken Support).
He tell me  I need answer some security questions in this mail.
I already add my answser in  this email and send it to     support@kraken.com.
Can Suri  get my answer in a timely manner?
I can't log into my account ,so I can't review my request in the support center.
I only send and reply by email.

If my answser can't send to Suri by email ,please let me know and how can I send the answer to Suri by other way?
Thanks again!

Hmm. I think even you forgot the 2FA theres are some ways to unlocked your account. Like the secret question and the secret answer.  Or the second code backup incase of emergency. Did you keep it? Will that is the only way to help you out on that issue.

Hi I just had the same experience. I tried to turn on 2FA and Kraken of course got multiple 502 errors the entire time I was trying to set it up. Now I can't get back into my account. I tried contacting their support and raised the ticket and haven't heard anything. Can someone please advise- Is this normal to not hear anything? How long does it take get back in? Can't I can'' anyone?

Just an update for other's who this happened too. Kraken was super nice and worked to get my account back within 48 hours. Not sure why they have a bad rep on the tread.

Hi, I just ended up having the same issue. I don't remember if I made a master key or not but I tried all possibilities of what I might have used as a master key but nothing worked. I've contacted Kraken support. Hope it gets resolved quickly.

I have to say I'm surprised with such information about Kraken. I've also read similar about Bitstamp. So what is happening with all this legitimate and trustworthy exchangers? Is their customer support realy so bad or they just aren't prepared for increased number of users and issues whic therefore appear?
Anyway, if some security rules or terms of use are changing users should be informed about that on time in their best interest.

Kraken support has been quite helpful so far. They've sent requests for additional info and ID verification which seems to indicate that they're serious about account security. Hopefully now that I've sent everything over things will resolve quickly.

Any news?

I've the same problem.

Hi rodrigoext. I'd suggest that you open a ticket here (https://support.kraken.com/hc/en-us/requests/new) and escalate that ticket using this (https://goo.gl/forms/2VolutBY6HBGJRRA3) form. Thanks for your patience.

Hi Kraken-Septimus,

Thanks for the answer.

I already contacted support with ticket #1102577 and sent my selfie two days ago.

I am waiting anxiously to unlock my account and return my trades.

Hi rodrigoext. It looks like your issue has been resolved. We'd suggest following the steps provided by Danny for securing your account. Happy trading!

Thank you!! It's all good. Kraken is the best!

My issue was solved yesterday as well.

Hi Kraken-Septimus,

Same issue here:
- had trouble login and account got disabled
- ticket raised #1181835
- gave id/info requested by email after support contacted me
- was told to wait for access specialist to revert
- raised the request though the google form

....no update since i did all that.
Can u please help ?

request 1203861, Account temporarily disabled

After reading here tonight, I sent the form presented here to Kraken. At 02:12 reply by mail:
Thank you for contacting Kraken. Your support escalation request has been received and will be reviewed by an agent as soon as possible.
I'm curious how long that will take now.

Thx Kraken-Septismus

My account is also locked by my own mistake... can somebody help me on retrieving my account?
I allready contact support but i only get a automatic repley back.

go to #50 (Kraken-Septismus) and check a ticket and the form there. I did it. Hope it helps.

There is something going on:

Now I´ve got this mail:

Beesolay (Kraken Support)
Jan 5, 08:52 PST

Hello,

Apologies for the delayed response and thank you for your answers.

I'm forwarding your request to a Senior Account Access Specialist in order to grant you access to your account. They will contact you if they need additional details.

Best Regards,

Beesolay
Kraken Client Engagement


Hope is coming...

Done!!!

I´m in...

Thx Kraken Support!
(and the Guys here...)

hi kraken-septimus, i followed your suggestion and compiled the escalation form to try and have a response. i lost my 2fa access due to phone hardware failure, i was able to recover my google auth because of stored password but didn't know that google do not recover your access! i learnt it the hard way..

anyway, if you can help i would be very grateful since now is almost a week without a response

thank you again

Hi Guys. Sorry about the delay. We're receiving a huge influx of tickets at the moment and we're getting through them as efficiently as possible. If anyone hasn't escalated their ticket yet I would suggest doing so with this (https://goo.gl/forms/2VolutBY6HBGJRRA3) form.

---

Please drop by our Bitcointalk thread (https://bitcointalk.org/index.php?topic=290799.0) if you need anything else!

Hi,

I have a same problem like you. Little bit longer about 4-5 week, also created lots of emails lots of tickets with no response. Kraken give me after every login bad stupid alarm - your account is temporary blocked. Reason? Who knows. And I think there is a one simple solution for that. If you deposit your money from your bank Kraken know your banking account details so why we - users can´t sent for e.g. 1€ or 1 dollar from that bank account back to Kraken to verify our identity. There is probably no chance to compromise both Kraken account and bank account at a same period of time when issue is pending.
Why things are solving so dramaticaly? I know that some big companies with more level of Tier has a bigger chance to unbloked their account but ordinary people are same people with the sama problems. Is there any justice?

Uhm?  :P
Newbie user.

Hi ithis. If you haven't yet, please open a ticket here (https://support.kraken.com/hc/en-us/requests/new) and escalate that ticket using this (https://goo.gl/forms/2VolutBY6HBGJRRA3) form. Thanks for your patience.

Please drop by our Bitcointalk thread (https://bitcointalk.org/index.php?topic=290799.0) if you need anything else!

I would like to thank you to KRAKEN team.
They solved my problem after escalate the ticket.

Thanks once again.

I am extremely upset with Kraken support. January 6, I transferred funds to Binance to purchase Tron. After making the transaction , I checked my status at Binance and it said they did not accept anything but Tron, so I cancelled my order. My account was locked by me so the funds would not be lost. I have gotten auto replies from Kraken every time I e-mail them and nothing but silence. There is no excuse for such poor support. I wish they would contact me and let me know what is happening. I guess that is too much to ask.

the pseudonym you have chosen is revealing....
The respect you ask others to respect you, you obviously do not consider the duty to others....
If I had to answer you as part of a business, then I would always put you at the bottom of the pile and would only do so when I had no one else to answer....

The priority to resolving issues is someone's screen name ? That is one of the dumbest responses ever. I am pretty sure She-Man is worse.

I just had the same problem. I transferred a fair amount of XTZ to Kraken, to have some would be ready to trade if the price increased. The price increased yesterday, and when I logged in, I received a "Account Disabled" message.

I am tier 4 verified.

Opened a ticket (ticket 2626651). Got a "we are looking into it" message but nothing else.

If the price falls before I can sell, I am done with Kraken.

Hi there,

Thanks for reaching out. Conor here, from Kraken.

I'm sorry to hear your account was disabled. This is typically a result of too many failed login attempts.

I see your ticket has been responded to by my colleagues to request more information. As soon as you follow the steps requested and reply we can move ahead with verifying your ownership of the account and then unlocking it.

If there is anything else I can help you with please let me know.

As soon as you login to Kraken, withdraw everything immediately and stay the hell away from them. They have regular outages and it's a nightmare to recover a locked account. Kraken won't be around for much longer, so take what you can out asap!

You must be joking (or drunk  :D), the company is launched for ~8 years, do you really think it will disappear like that?

Kraken is one of the most reliable websites around, with real trading volume, not filled with wash trading like with Binance, Huobi and so on. Yes, I can show evidence/data.

They have a very high standard when it comes to security, they successfully passed so many IT security tests than 75% of the crypto exchanges aren't able to. Guess why this site is one of the only ones that has never been hacked. Not like Binance and the very long list.

The support is handled by real people, not by bots sending canned replies like others, i.e. Coinbase