Topic: Kraken account locked, support isn't helping, what can I do? - page 3. (Read 2603 times)

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.

*** 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 ;-)

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.

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.

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

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.

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?

nice job, glad it got sorted for you OP

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.

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.

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.

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

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.

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

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

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.

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 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.

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!

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.

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.