Hey The Parmacist. I'll send you a PM for your Public Account ID or ticket number and see if I can get to the bottom of this for you.

Hi LeGaulois. I would highly suggest reading up on 2FA. What happens if your email is compromised? The hacker could very easily see that you're signed up for cryptocurrency exchanges, request your username & password, log into your account and take the balance in it's entirety. Even if your email has a very long and strong, randomly generated password that doesn't protect you from data breaches affecting your email accounts.


Hi figmentofmyass. Static passwords are still an option, but aren't recommended if you have access to Google Authenticator or Yubikey. As you mentioned, they are the least secure option out of the three.


Hi magneto. While I should never say never, it's extremely unlikely that Kraken will ever offer SMS/phonecall 2FA. If this is the only option on other websites, it's better than no 2FA, but it's certainly not as secure as other methods. On Kraken the most secure option would be a Yubikey, followed by Google Authenticator.

Hi bernard75. Thanks for sending me a PM. I'm glad to hear that your issue has been resolved.

Unfortunately, it's hard to go into details as to what could have happened without any details of your account or the compromise. Which type of 2FA do you have enabled for login and funding? Our 2FA options from least secure to most secure are static password, Google Authenticator and Yubikey.

I would tend to agree with you when you say that our clients should not solely rely on 2FA. While it can be a good security measure, we have other security measures in place to make your account security rock solid.

For example, if your password and 2FA are both stored on your phone and it was accessed by a bad actor, they could log into your Kraken account. However, if you have a Global Settings Lock set up that means they can't see any of your information (such as address, phone number etc.) and they can't change any details on your account (such as withdrawal address, email address etc.). Essentially they've just accessed an account that they can do absolutely nothing with. The one downside that we see come up with our clients is that if they've set a Global Settings Lock, they need to wait the 3-30 days in order to change details on their Kraken account. Kraken support also cannot remove it or change any details on the account.

This is where the Masterkey comes into play. If you have a Masterkey set up on your Kraken account (which again, can be a static password, Google Authenticator or Yubikey) you can bypass your 2FA as well as the Global Settings Lock. It's a very powerful tool, so it needs to be kept completely separate from where you store your password and 2FA. If a bad actor has your password, 2FA and Masterkey, they've got everything they need to remove funds from your account.

Thanks for your post. I hope this helps in understanding what security measures we offer and how to best protect your hard earned crypto. If you have any other details you'd like to share you can always send me a private message or reply to your ticket again.

Hi PaulyC. I'm so sorry to hear that your account was compromised. Security is our top priority at Kraken and this is the last thing we'd ever want to hear from any of our clients. If you could please provide your ticket number I'll have a look further into this for you. You're welcome to post it here or send me a quick PM.

I've made a note of the fact that you're asked to download Zoom while we ask that you never download software. I can confirm that Zoom is used for these calls and is an independent end-to-end encrypted option for us to conduct video calls with clients that need their identity confirmed. Thanks for pointing that out.

I would also like to note that we have not seen any mass compromise of accounts since the new UI was released. It also sounds like the attack took place on January 27th and the website UI was updated on the 29th, meaning the attack took place before any changes to our website's UI.

As for the funding 2FA, this would be a completely different 2FA from login 2FA. Adding funding 2FA to your account has no affect on your login 2FA and you can use the same method or a different method. For example, if you have a static 2FA (password 2FA) for your login, you could use Google Authenticator for your funding 2FA. We also offer 2FA on trades, a Global Settings Lock so that your information cannot be changed for X days (including adding new withdrawal addresses) and a Masterkey to bypass your 2FA. You can read more about our security features at https://support.kraken.com/hc/en-us/articles/201396837-Securing-Your-Account.

Again, I'm so sorry to hear about your account being compromised. We'll look into what exactly happened in this case and work with you to ensure that this never happens again.

We are pleased to announce that Kraken will be listing Tezos (XTZ).

Trading pairs:

XTZ: XTZ/USD, XTZ/EUR, XTZ/CAD, XTZ/XBT, XTZ/ETH

For full details please see our blog post.

Hi Raja_MBZ. I just wanted to share this website for you https://www.blockchaintransparency.org/exchangerankings/. According to this list we are the #5 exchange in the world. Have a great weekend!

We are pleased to announce that Kraken will list two new digital assets – Cardano (ADA) and Quantum (QTUM).

Trading pairs:

ADA: ADA/USD, ADA/EUR, ADA/CAD, ADA/XBT, ADA/ETH

QTUM: QTUM/USD, QTUM/EUR, QTUM/CAD, QTUM/XBT, QTUM/ETH

For full details please see our blog post.

We are pleased to announce that Kraken will list two new digital assets – Cardano (ADA) and Quantum (QTUM).

Trading pairs:

ADA: ADA/USD, ADA/EUR, ADA/CAD, ADA/XBT, ADA/ETH

QTUM: QTUM/USD, QTUM/EUR, QTUM/CAD, QTUM/XBT, QTUM/ETH

For full details please see our blog post

Hi CryptoTeng. After speaking at length with the trading team we've come to some conclusions that I'd like you share. First off, I had made an error in stating that trades had gone through in those instances. Based on the information that we have now, that was an error on my part. I'm sorry about that.

A misprint looks a lot like any other candle with excessive real volume, which is why they are so hard to narrow down. In the ETH/EUR case of June 19, there was a misprint for a few minutes. A moment's pause in our internal system caused this. Normally, the system is cleared out and the visual interface should reflect this but rarely, a misprint can happen. 

When the system pause happens, there is no actual volume traded. At the end of this pause, however, the cancelled volume falsely appears within the minute of system restart. This means that a 1 minute candle collects the data for more than a minute. As a result, a few minutes volume becomes falsely visible within a 1 minute candle.

Our site went down for roughly 2 minutes and when it came back online there was still old data that should have been cleared out that caused a misprint in the chart. Sell orders were not executed because no clients were actually buying at that price range.

As for the DASH/BTC issue in May, there was downtime with our API. The 15 minute candle starting from May 23 UTC 22:00 is where there is an unnatural spike. When disconnection occurred the data should have been wiped, but there was an error and the data falsely appears (like the previous case) within the 15 minute candle. In this case, the exaggerated candle would not reflect actual trades that went through, but instead reflects stale data clumped into a small frame of time.

As for the ticket and whether it is solved or not at this time, that would need to be addressed in the ticket. It's at a specialized team at the moment because we take legal threats and market manipulation accusations very seriously. Any further communication from us will be through that ticket. Thanks for understanding.


Hi Mbidox. I understand your concern about the fee. The main difference that you'll notice with exchanges and wallets is the fact that we have fees to withdraw from the exchange, rather than miner's fees only. This is the same with many of the exchanges that our clients use. What we would suggest is that you withdraw funds to your own wallet and spend them from there, rather than spending directly from your Kraken account.

I've made a note of your suggestion for a dynamic fee option. If that comes into play in the future you would see it in our support documents. Thanks for reaching out and please let us know if you have any other questions.

Hi CryptoTeng. I havn't forgotten about you. I'm still speaking with the trading team to make sure we have the correct information for you. Thanks for your patience.

Hi Cryptoteng. I'll follow up with you once we have more information on this issue. Thanks for your patience.


Hi pinkflower & RivAngE. We're always looking to add more coins/tokens but it does come down to our own due diligence. You can follow our Blog and Twitter for the most up-to-date information on new listings.

Hi CryptoTeng. Thanks for that information. I've located the ticket that was created on the 19th and will follow up on this with Kieren. Please let us know if you need anything else.

Hi Cryptoteng. Please let us know in the ticket where you feel the error is and we'll be sure to address it. The other option would be to let me know your ticket number, or your friend's ticket number and I'll have a look into this for them. Thanks.

Hi Cryptoteng. I've consulted with the trading team and they filled me in on what happened here. In both of these instances there was at least 1 trade that went through at these prices. For May 24th, the previous candle closed at 0.04450, the next one opened at 0.04867, which was the high (the spiked order had actually filled). Then the priced dropped back down and the candle closed at 0.04516.

For June 19th ETH/EUR, a large order filled at 511.51 when the market price in the previous 30min candle was 442. The volume in the spike was 1600 ETH whereas the previous candle volume was only 8.9 ETH. The next candle volume was 147.21. So to be clear, there was nothing being manipulated in either of these instances.

If you feel that this does not resolve your issue, please open a ticket and we would be happy to go over these findings with you.

Hi chris100x1. I'm so glad to hear it! Please let us know if anything else comes up.

Hi chris100x1. Account access tickets should be resolved fairly quickly, but we require some information from you. If you haven't yet, please open a ticket explaining the situation here and escalate that ticket using this form. Thanks for reaching out and please let us know if you need anything else.

We have some more new Kraken reps starting! Kraken-RJ will be helping clients on Bitcointalk.

Please keep in mind that no Kraken rep will ever ask you for personal information about your Kraken account. The only things we may ask for are your ticket number and possibly your Public Account ID. This is different than your username, which should not be shared for security reasons.

If you have any questions/concerns please let us know!


Hi samlitecoin. For that request I'd suggest that you open a ticket here and escalate that ticket using this form. One of our verifications specialists would be more than happy to answer any questions you have about your ID. Please let us know if there's anything else!