Kraken account locked, support isn't helping, what can I do?

[z1926]

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.

[AtraxPool]

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.

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.

[z1926]

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.

[Kraken-Septimus]

Found a number, for "Payward, Inc." aka Kraken: (+1) 650-434-2889

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

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.

[bitjoin]

nice job, glad it got sorted for you OP

[menyuske]

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?

[menyuske]

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.

[noobi3000]

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.

[PX-Z]

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.

[noobi3000]

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.

[JammyJimmy69]

*** 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 ;-)

[JammyJimmy69]

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.

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.

[JammyJimmy69]

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!

[Kraken-Septimus]

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 on securing your account.

[warningsigns]

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.

[1Referee]

I would suggest to everyone that you have 2FA enabled at all times and follow our guide on securing your account.

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. 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.

[nemesis3]

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...

[dreamer81]

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.

[Kraken-Septimus]

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 and escalate that ticket using this form. From there you will receive instructions on how to unlock your account.

[feather812002]

Found a number, for "Payward, Inc." aka Kraken: (+1) 650-434-2889

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

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.

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 !