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[dilbsuk]

Hi

Unfortunately still waiting to have 2FA reset - is it due to the weekend?

Thanks

Hi dilbsuk. One of our agents will be with your as soon as possible. Thanks for your patience.

Another day has passed and still nobody has taken the 30 seconds it would take to confirm the ID photo I provided as requested is correct and unlock my account.  I have been locked out since 18 Jan now while all other exchanges have managed to address this issue.  I appreciate you are busy but can somebody please just address this now? I have provided all the information requested of me immediately and for some reason my ticket seems to have gone into a black hole now and meanwhile my funds are stuck and I cannot trade. Ticket 1403742.

Thank you. 

30sec * 300.000 = 3.5j ....

Could you imagine you are not ALONE ?
Could you imagine the number of ticket exchange could receive in 1 day ?

Take me 21 days to unblock my account and my money ...

Well I'm sorry you suffered such poor service. The fact is that they have been admirably quick to request and verify detailed account information so it makes no sense that the final process of confirming an ID photo should take days.

Unlocking an active account holding customer funds does not require a large effort and should be an absolute priority. 

[win07]

Deposits are now very slow 5 days.

[LeGaulois]

I am hoping it's just a temporary bug. While trying to withdraw some coins the system tells me my current tier level is insufficient for this functionality and I need to verify my account to increase my tier level.

I am a tier 2 user since the day 1 and I have always been able to withdraw coins or fiat. I checked the "Get verified page" and see no change in the multiple tier levels ( Tier 2 daily limit: Withdraw (fiat) $2,000 -- Withdraw (crypto)$5,000.00)

I am a lot below the $5,000 limit :/

[flekkelek]

I am hoping it's just a temporary bug. While trying to withdraw some coins the system tells me my current tier level is insufficient for this functionality and I need to verify my account to increase my tier level.

I am a tier 2 user since the day 1 and I have always been able to withdraw coins or fiat. I checked the "Get verified page" and see no change in the multiple tier levels ( Tier 2 daily limit: Withdraw (fiat) $2,000 -- Withdraw (crypto)$5,000.00)

I am a lot below the $5,000 limit :/

Just refresh the page. Sometimes it happens with me too, refresh always helps.

[Kraken-Septimus]

Please check ticket 1388812

Thanks, Anice

Hi AniceInovation. Could you please escalate your ticket using this form? Thank you for your patience.

Kraken!

quick question, is enabling 2FA broken or im stupid? I scan the qr code on authenticator but it doesnt work

Hi rollerdyke44. No there shouldn't be any issues with 2FA. If you're having trouble setting it up please open a ticket here and escalate that ticket using this form. Thanks for reaching out!

Anyone else having trouble with crypto withdrawals?

Made an ETH withdraw which took ages, so I did a USDT withdrawal. It's still in 'pending' state after 3.5 hours.

-- Update --
Withdrawal in status 'Success' after 4.5 hours

Hi landho. I'm glad to hear that this has already been resolved. If you need anything else please let us know.

I have the same problem, wait two hours

Hi jayjpass. If this is an ongoing issue, please open a ticket here and escalate that ticket using this form. Thank you for your patience.

Deposits are now very slow 5 days.

Hi win07. Depending on the funding method, 5 days could be a normal amount of time for a deposit to be credited to your Kraken account. Please see this support article for more information. If you are noticing a delay longer than specified on the support article, please open a ticket here and escalate that ticket using this form. Thanks for understanding.

I am hoping it's just a temporary bug. While trying to withdraw some coins the system tells me my current tier level is insufficient for this functionality and I need to verify my account to increase my tier level.

I am a tier 2 user since the day 1 and I have always been able to withdraw coins or fiat. I checked the "Get verified page" and see no change in the multiple tier levels ( Tier 2 daily limit: Withdraw (fiat) $2,000 -- Withdraw (crypto)$5,000.00)

I am a lot below the $5,000 limit :/

Hi LeGaulois. This is a bug that was around before the trading engine was updated and should be fixed at this point. What I would suggest is to clear your cache and refresh the page. Thanks for reaching out.

[Bitblockchain]

Hi, friend of mine have trouble register new account. He fill the sign up form, receive email with code, redirect to the page to confirm with code key, username and password. But the page show error: the username is not valid, the key is wrong or expired. But it is actually not expired because he received email immediately.
He tried password reset, but do not receive email. He tried to cancel the registration but blank page is showing.
Could someone explain what to follow to register new account?  
Thank you!

[figaro33]

Hello Dear Kraken Support Team,

When will you enable verification tab for the new users? I've been waiting for long time but verification is still disabled. Will you re-open this feature?

Any ETA? Please pay attention to this issue as well.

Thanks!

Hi Haladay. Unfortunately, we still don't have an ETA on this. Our developers are working towards a solution and we'll let it be known once it's fixed. Thank you for your patience.

Hi

Unfortunately still waiting to have 2FA reset - is it due to the weekend?

Thanks

Hi dilbsuk. One of our agents will be with your as soon as possible. Thanks for your patience.

I must also admit that the upgrade that was taking place some days earlier,is consider a succesful one.
Considering that now to put an order is almost instant. That includes cancelations too and changing between currency/pairs is faster than ever.
Great job and big congrats Kraken!

Hi bias. We're glad to hear that you like it! Thanks for the kind words!

Hello,

Approximately 3 weeks ago I made a new deposit to my Kraken account but forgot the reference. 2 weeks ago I raised a ticket (1307925) but apart from an automated reply stating they're sorry they did not get back to me yet, I have not heard anything. Meanwhile I have sent 3 reminders but nothing but silence.

Next to that, last week Tuesday I made a withdrawal on my account but did not get an email (nor in my spam) asking to verify my account. Ever since my payment is on hold. For this issue I also raised a ticket (1415308) but again no response whatsoever.

As the total of the deposit and withdrawal equals a significant amount, I really expect at least an answer..!! Can someone please contact me?!

Hi Nelson007. I'm sorry to hear about the delayed deposit and the withdrawal on hold. Please note that confirmation emails aren't sent out for fiat withdrawals, as they would be held if the name on the bank account didn't match.

Please escalate your tickets using /forms/2VolutBY6HBGJRRA3]this form. Thank you for your patience.

When does Kraken enable leverage again?

Best

Hi sobiodum. Unfortunately, we don't have an estimate on that at the moment. We'll make an announcement when advanced trading is coming back. Thanks for your patience.

Via funding/withdrawal I tried to withdraw crypto, but I get the following message:
This action is not available for tier level 2

Your current funding tier level (2) is insufficient for this functionality. Please further verify your account to increase your tier level and funding limits.

I do have tier2 verification and tier2 says I can withdraw $2.500 crypto per week. As this is the first time I am trying to withdraw I'm not sure if I did the right thing? Or is there perhaps still an issue with being withdrawals disabled?

Hi Avelache. Unfortunately, this is an error that some clients are still receiving. Usually clearing your cache and trying again helps resolve this issue. Thanks for your patience.

hi kraken,

im not able to withdraw euro or btc.

it says

Withdrawals are not currently available

Withdrawals are not currently available in your account for this asset. Your account funding limits may have been exceeded or the asset may be tied up in open orders or positions. If not, it is probably just a temporary technical issue - please check back later and contact support if the problem persists.

my funding limits are not exceeded, funds is not tied up in open orders.

got some open positions but not big.. before the update it wasnt a problem to withdraw..


see ticketnr 1373117

Hi chefkolonel. I'm sorry to hear that you're having some trouble withdrawing. Please confirm that the asset that you're trying to withdraw isn't tied up in open orders. If it's not, please escalate your ticket using /forms/2VolutBY6HBGJRRA3]this form. Thanks for your patience.

Hi!

Please advise if I can withdraw my USD balance (after selling BTC) through Bank Wire to my local Bank in India?

Thanks a lot!

Hi unicorn1. Yes, you can withdraw USD to India. To withdraw USD to an Indian bank account you would need to use SMBC (SWIFT) which would require Tier 3 verification. For more information please read this support article.

I did all what you ask me to do, and i am still without news about my money !!! 4 money transfer for about 8000€ and you are not able to tell me where is my money !! What can i do ? What i have to do ??

Hi figaro33. It looks like Jim has already solved your ticket. If you need anything else just let us know.

ALMOST 2 WEEKS NOW, and still nothing, KRAKEN makes me waiting, telling me in one or 2 days I WILL RECEIVE MY MONEY, and they still don't give me my money and continue to steal me... i am BORED of KRAKEN, the service is really bad and you are lying to your customer... WHAT I HAVE TO DO WITH YOU ?? PLEASE MAKE ME AN ANSWER AND RESPECT WHAT YOU or YOUR CUSTOMER SERVICE SAID !!!!!!!!! SO ? WHERE IS MY MONEY ? WHEN I WILL RECEIVE MY MONEY

[minernoob1978]

actually after recent maintenance on Kraken website, now everything works without any errors, good job

[LeGaulois]

Hi LeGaulois. This is a bug that was around before the trading engine was updated and should be fixed at this point. What I would suggest is to clear your cache and refresh the page. Thanks for reaching out.

Ah I see, I had already forgotten about this bug. Well after a F5 refresh It worked as it should be.
Thanks anyway

@minernoob1978
Yep, there is/are still minor(s) bug(s) but It's a lot better compared to the past weeks. I am grateful to have the zero trading fees until the end of the month.
We can save a lot of money, especially while trading a 5 figures number  

[pusherxx]

actually after recent maintenance on Kraken website, now everything works without any errors, good job

Are you sure? I'm waiting from a month to verify my data to make a simple deposit. I sincerely lost hope. 

[henriko68]

Hi!

Could you please help me with my ticket #1434140.

Three days ago I couldn't log in my account with the correct credentials using 2FA (it had worked a few hours before) and now it says my account is temporarily disabled and I cannot log in. I have already escalated the ticket two days ago, but I just received a reply that someone will get in contact soon (that was two days ago).

I am a heavy duty user of your exchange and it really hurts that I cannot log in. Usually your support got back to me in a much faster fashion.

Thanks!

[minernoob1978]

actually after recent maintenance on Kraken website, now everything works without any errors, good job

Are you sure? I'm waiting from a month to verify my data to make a simple deposit. I sincerely lost hope. 

well i was talking about simple fixes for a web page, about verification you should contact kraken directly

[chefkolonel]

Hi kraken,

trying to get some euro and btc of my account but its not possible. Im able to withdraw ripple, lumen, xmr icn but not xbt, eth and euro.

Why? I had some contact with support ( ticket 1373117) but the dont response anymore..

the funds is not in open orders. Got some open positions in btc and xmr but its not much and before upgrade i was able to withdraw funds in the same situation...

do i have to close all my positions before im able to withdraw again?

[pusherxx]

actually after recent maintenance on Kraken website, now everything works without any errors, good job

Are you sure? I'm waiting from a month to verify my data to make a simple deposit. I sincerely lost hope. 

well i was talking about simple fixes for a web page, about verification you should contact kraken directly

Ok thanks. I have already contacted Kraken but they answered:
We have seen a huge wave of incoming support requests and it is currently taking us several days to respond.

Thanks again!

[Kraken-Septimus]

Hi, friend of mine have trouble register new account. He fill the sign up form, receive email with code, redirect to the page to confirm with code key, username and password. But the page show error: the username is not valid, the key is wrong or expired. But it is actually not expired because he received email immediately.
He tried password reset, but do not receive email. He tried to cancel the registration but blank page is showing.
Could someone explain what to follow to register new account?  
Thank you!

Hi Bitblockchain. I'm sorry to hear that you're friend's having an issue with signing up. Could you please have them open a ticket here and escalate that ticket using this form? Thanks.

ALMOST 2 WEEKS NOW, and still nothing, KRAKEN makes me waiting, telling me in one or 2 days I WILL RECEIVE MY MONEY, and they still don't give me my money and continue to steal me... i am BORED of KRAKEN, the service is really bad and you are lying to your customer... WHAT I HAVE TO DO WITH YOU ?? PLEASE MAKE ME AN ANSWER AND RESPECT WHAT YOU or YOUR CUSTOMER SERVICE SAID !!!!!!!!! SO ? WHERE IS MY MONEY ? WHEN I WILL RECEIVE MY MONEY

Hi figaro33. If you're still having an issue, please reply to the ticket and the assigned agent will have a look at it again. Thank you for your patience.

Ah I see, I had already forgotten about this bug. Well after a F5 refresh It worked as it should be.
Thanks anyway

@minernoob1978
Yep, there is/are still minor(s) bug(s) but It's a lot better compared to the past weeks. I am grateful to have the zero trading fees until the end of the month.
We can save a lot of money, especially while trading a 5 figures number  

Hi LeGaulois. I'm glad to hear it. Let us know if you need anything else!

Are you sure? I'm waiting from a month to verify my data to make a simple deposit. I sincerely lost hope. 

Hi pusherxx. I'm sorry to hear about the delay in getting your account verified. Could you please escalate your ticket using this form? Thanks for your patience.

Hi!

Could you please help me with my ticket #1434140.

Three days ago I couldn't log in my account with the correct credentials using 2FA (it had worked a few hours before) and now it says my account is temporarily disabled and I cannot log in. I have already escalated the ticket two days ago, but I just received a reply that someone will get in contact soon (that was two days ago).

I am a heavy duty user of your exchange and it really hurts that I cannot log in. Usually your support got back to me in a much faster fashion.

Thanks!

Hi henriko68. It looks like your ticket was in the wrong queue. I've placed it into the correct queue and since you have already escalated this you'll be hearing from someone as soon as possible. Thank you for your patience.

Hi kraken,

trying to get some euro and btc of my account but its not possible. Im able to withdraw ripple, lumen, xmr icn but not xbt, eth and euro.

Why? I had some contact with support ( ticket 1373117) but the dont response anymore..

the funds is not in open orders. Got some open positions in btc and xmr but its not much and before upgrade i was able to withdraw funds in the same situation...

do i have to close all my positions before im able to withdraw again?

Hi chefkolonel. I'm sorry to hear about the issue withdrawing your funds. You would need to close orders or positions if you're trying to withdraw an amount that's tied up in that order or position. For example, if you have a balance of 5 Bitcoins and need to withdraw 3 Bitcoins, you would need to cancel the order to sell 3 Bitcoins. You would also need to do the same thing for positions. If that does not resolve your issue please let us know in the ticket. Please be as specific as possible in order to help our agents solve this as quickly as possible for you. Thank you for your patience.


Kraken will re-enable the ability to open new long and short margin positions at 18:00 UTC on Thursday January 25 (10am PT).

For more information, please visit our blog.

[NHammer]

Dear Kraken,
   How you guys were ever recommended as the top North American crypto exchange is beyond me. I've been trying to make a USD withdrawal since mid-December. Six (that's 6) failures. Somehow even after the trading engine "upgrade" your withdrawal page can offer zero information about the failure other than one word - Failed. How in this century can you manage to program a website that offers zero information as to what the cause of the failure is? Now we get into the black hole of "enter a support request, escalate it using this form and wait".
   
   Twice now from my support calls I've been told - "our transfer partner's OCR software can't recognize your government issued ID. Please take another" - ok fine, no problems there. Photo's are easy to take. However the kicker is this phrase -
   
          "Please note that we are unable to provide any time frame on when we can have USD funding activated on your account. This is due to a huge backlog of manual review cases that need approval"
   
   Good Lord! How can you not know a time frame? And how will I as a customer know when it's ready? Should I just keep submitting withdrawals and wait for the one magical day when I get a green "Success" message? Please note that I'm just guessing that's how it'll look because I've never seen a successful one. At this point I believe those "Success" messages are like Unicorns and only exist in fantasy books.

   Let me offer some suggestions as to how you might fix some of these problems:
       

• Find another funding/wire transfer partner - obviously the one you have can't manage to process anything so why not?
• Find another partner with some better OCR software - if Alexa can order me a pizza and tell me who won the World Series in 1953, a dumb piece of software ought to be able to pick out my name and address from a picture
• Hire some temps to process said manual backlog - this is a no brainer. AWS Mechanical Turk. Temps R Us, millions of options here
• Offer an alternate means of fiat withdrawal - Oh the horror! A real check, on real paper in a real envelope with a stamp. I guess you can't be crypto cool and still send checks to people. Ever heard of PayPal or Zelle?
• Pre-process check government issued id's - imagine how many fewer support calls you'd get if you actually pre-processed the documents you get for correctness

  Sorry for the rant. We as a community know you're experiencing unprecedented demand. We know you're covered up with support requests. We know that you get XX thousand new user sign ups a day. But if you can't manage to accomplish something as simple as a wire transfer for inbound or outbound funding then I would expect that soon there will be no more requests for funding or withdrawal.

Patiently waiting for a Unicorn or a successful withdrawal, whichever comes first.

[Kraken-Septimus]

Dear Kraken,
   How you guys were ever recommended as the top North American crypto exchange is beyond me. I've been trying to make a USD withdrawal since mid-December. Six (that's 6) failures. Somehow even after the trading engine "upgrade" your withdrawal page can offer zero information about the failure other than one word - Failed. How in this century can you manage to program a website that offers zero information as to what the cause of the failure is? Now we get into the black hole of "enter a support request, escalate it using this form and wait".
  
   Twice now from my support calls I've been told - "our transfer partner's OCR software can't recognize your government issued ID. Please take another" - ok fine, no problems there. Photo's are easy to take. However the kicker is this phrase -
    
          "Please note that we are unable to provide any time frame on when we can have USD funding activated on your account. This is due to a huge backlog of manual review cases that need approval"
  
   Good Lord! How can you not know a time frame? And how will I as a customer know when it's ready? Should I just keep submitting withdrawals and wait for the one magical day when I get a green "Success" message? Please note that I'm just guessing that's how it'll look because I've never seen a successful one. At this point I believe those "Success" messages are like Unicorns and only exist in fantasy books.

   Let me offer some suggestions as to how you might fix some of these problems:
      

• Find another funding/wire transfer partner - obviously the one you have can't manage to process anything so why not?
• Find another partner with some better OCR software - if Alexa can order me a pizza and tell me who won the World Series in 1953, a dumb piece of software ought to be able to pick out my name and address from a picture
• Hire some temps to process said manual backlog - this is a no brainer. AWS Mechanical Turk. Temps R Us, millions of options here
• Offer an alternate means of fiat withdrawal - Oh the horror! A real check, on real paper in a real envelope with a stamp. I guess you can't be crypto cool and still send checks to people. Ever heard of PayPal or Zelle?
• Pre-process check government issued id's - imagine how many fewer support calls you'd get if you actually pre-processed the documents you get for correctness

  Sorry for the rant. We as a community know you're experiencing unprecedented demand. We know you're covered up with support requests. We know that you get XX thousand new user sign ups a day. But if you can't manage to accomplish something as simple as a wire transfer for inbound or outbound funding then I would expect that soon there will be no more requests for funding or withdrawal.

Patiently waiting for a Unicorn or a successful withdrawal, whichever comes first.

Hi NHammer. I'm so sorry to hear that you're having an issue withdrawing your funds. Our agents are working through these tickets as efficiently as possible but it's true, there is a backlog at the moment and these need to be manually completed.

Could you please confirm if you have escalated your ticket using this form? Please let me know the ticket number and I can confirm if it was escalated.

[NHammer]

Thanks for the quick response! Miraculously Max has fixed my issue on escalated ticket 1417900! I'll submit a new withdrawal and start looking for unicorns 

[frostscythe]

Good day, i am writing hoping for a resolution on a deposit i made on the 8th on january for $2000 euros.

Ticket no 1402493.

I have sent about 1000 euros, followed by 2000, and followed by another 616 euros. The 1000 and 616 are in but the largest amount is still missing for over 2 weeks, i have no number to call and am worried about my funds. Can the money come in soon, as i hope to continue to use Kraken but am starting to get disappointed with these logistical issues.


Thank you,
Caleb Leong

[Kraken-Septimus]

Thanks for the quick response! Miraculously Max has fixed my issue on escalated ticket 1417900! I'll submit a new withdrawal and start looking for unicorns 

Hi NHammer. I'm glad to hear it. Please let us know if there are any issues with the withdrawal.

Good day, i am writing hoping for a resolution on a deposit i made on the 8th on january for $2000 euros.

Ticket no 1402493.

I have sent about 1000 euros, followed by 2000, and followed by another 616 euros. The 1000 and 616 are in but the largest amount is still missing for over 2 weeks, i have no number to call and am worried about my funds. Can the money come in soon, as i hope to continue to use Kraken but am starting to get disappointed with these logistical issues.


Thank you,

Hi frostscythe. Sid has sent you a message and is waiting on some more details about your deposit. Please provide as much information as possible to assist in locating your deposit. Thanks for reaching out!