When I log into kraken, I add username and passwoird, all good.. then 2FA screen. I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?
During the initial 2fa set up, after snanning the qr code provided by Kraken using your authenticator, you'll have to get the generated code from your authenticator and input it in Kraken and click 'confirm', only then is the process complete. Can you confirm that this is what you did, though i doubt it, i feel you made a mistake somewhere. 
Topic: KRAKEN Exchange Foul Play! (Read 309 times)
Hi exactly, why is it not giving me a code.
When I log into kraken, I add username and passwoird, all good.. then 2FA screen. I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?
TOTP apps like Google Authenticator or Aegis are not linked in any way to the platforms. TOTP codes are generated autonomously from a key manually entered or through a QR code, and timestamps. So it means the clock of your smartphone has to be synchronized. I don't know what you call an illustration of a cat playing with a wool ball precisely but it could mean your 2FA TOTP key has been deleted from your app for some reason.When I log into kraken, I add username and passwoird, all good.. then 2FA screen. I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?
https://datatracker.ietf.org/doc/html/rfc6238
I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?
Do you remember seeing the codes just after setting up your 2fa? or there was nothing at that time as well? because if it's the latter, it appears, it wasn't registered at all.
When i call their 'customer care' number, I get a text right away saysing 'we can see you are calling about a security issue, we can't help you on the phone'... the other day I was on hold for 35 minutes and gave up! I am getting my funds out of there as soon as i get in!
This would mean they can only help you through your support ticket. You could also escalate your case in their social channels. TBH, there's a good chance this could take days so brace yourself.
Next time, switch to aegis app, check if codes are properly registered and always make backups.
I am getting my funds out of there as soon as i get in!
That is a recommended thing to do, your funds should not be stored in a centralized exchange or custodial service, but in your self custodial wallet, so you should move it there when you get the opportunity.As for the issue with 2fa, i don't fully understand you, if you have already set up 2fa and linked your authenticator with your exchange, then you simply have to get the six digit code from your authenticator and input it when you want to log in to Kraken.
Hi exactly, why is it not giving me a code.
When I log into kraken, I add username and passwoird, all good.. then 2FA screen. I open Google Authenticator and nothing, just an illustration of a cat playing with a wool ball... i.e no codes...?
I am getting my funds out of there as soon as i get in!
That is a recommended thing to do, your funds should not be stored in a centralized exchange or custodial service, but in your self custodial wallet, so you should move it there when you get the opportunity.As for the issue with 2fa, i don't fully understand you, if you have already set up 2fa and linked your authenticator with your exchange, then you simply have to get the six digit code from your authenticator and input it when you want to log in to Kraken.
Thanks. I will keep trying with kraken..
When i call their 'customer care' number, I get a text right away saysing 'we can see you are calling about a security issue, we can't help you on the phone'... the other day I was on hold for 35 minutes and gave up! I am getting my funds out of there as soon as i get in!
When i call their 'customer care' number, I get a text right away saysing 'we can see you are calling about a security issue, we can't help you on the phone'... the other day I was on hold for 35 minutes and gave up! I am getting my funds out of there as soon as i get in!
I don't remember being given this option. The workthrough kraken gave me was a bit confusing.
I need to get back into my account. Kraken not even replying to me now.
I need to get back into my account. Kraken not even replying to me now.
That's quite odd from kraken. Asking users to back it up should be a standard in case something like this happen.
But if you're not able to recover your 2fa on your end, you're stuck with kraken -- exchanges can reset 2fa in your account. I'm not sure what's the process for kraken but typically, I tend to see kyc as a part of it. As long as it's not sensitive information, you can tell us what is confusing for you.
What a sick exchange, I'm glad that I am not using it, getting a help from them seems to be a pain and telling that it's a security issue on your case and not able to help them is crazy.
I need to get back into my account. Kraken not even replying to me now.
If the support can't even help you out and not replying to you. I guess you need to make more noise through making threads from different crypto platforms and forums so that you'll be heard by them. Like with their sub-reddit and other crypto forums/platform as suggested by potato chips. I've seen people that have been ignored and tried to make a noise through these threads and became noticed afterwards.I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.
Youu were probably told during the setup to backup your secret key-- a string of alphanumeric chracters. Did you do it? if so, you can use it to generate codes. Just key-in the secret key instead of scanning a QR code.
But I would recommend a different TOTP app than Google Authenticator. Basically more secure and has better backup mechanism, see: https://getaegis.app/
I don't remember being given this option. The workthrough kraken gave me was a bit confusing.
I need to get back into my account. Kraken not even replying to me now.
I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.
Youu were probably told during the setup to backup your secret key-- a string of alphanumeric chracters. Did you do it? if so, you can use it to generate codes. Just key-in the secret key instead of scanning a QR code.
But I would recommend a different TOTP app than Google Authenticator. Basically more secure and has better backup mechanism, see: https://getaegis.app/
As it happens I am back in kraken now, and my funds are still there.
I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.
Did you set everything correctly, because if you did, you should not have any problems such as this one. May I ask you what 2FA method you were using? You were using pass keys or TOTP codes from an app?
At the time I don't think I was using 2FA. As it happens I am back in kraken now, and my funds are still there.
I set up 2FA, now I can't log in, I am checking the google authenticator app but no codes are appearing. This is truly a balls operation.
May I ask you what 2FA method you were using? You were using passkeys or TOTP codes from an app? Because it's not the same thing and passkeys can give some bugs, I have experimented it several times actually. In addition they can be deleted quite easily afaik and if you change your browser you won't find them anymore if you've registered them into the password manager of your bowser instead of saving them into your computer operating system for example.
I only use google then search for the exchnage.
That's the worst possible way to access something as sensitive as the exchange, where you probably have some money.Some years ago I did the same mistake, using google search to access my blockchain wallet, which resulted with me entering my info in fake blockchain wallet and losing all the bitcoin I had. So, be smart and bookmark the pages you use often.
I only use google then search for the exchnage.
Since you just google search the exchange, how sure are you that you are in the correct website, many phishing or clone sites can show up when you make such searches on google. However, since you believe you are on the correct website, your only help can come from their support team, you can make some 'noise' about it on their social media handles, but you also have to be patient. 
I haven't gone through something like this, not with Kraken or any other exchange, but based on what I've read about supports of centralized exchanges, 4 days is too soon for them to make a clear response. But have they at least acknowledged your ticket?
In the first place, your account is your responsibility. If it's Kraken's security that's compromised, it's on them. But it seems this is a problem of an individual account. You may or may not admit it, but you've failed somewhere.
Contact them via all their official channels. Be very careful. And, if I may add, be patient and polite. Surely, it isn't them who changed your password. So they're probably as clueless as you are as to what really happened. But somebody unwelcome have gotten access to your account.
In the first place, your account is your responsibility. If it's Kraken's security that's compromised, it's on them. But it seems this is a problem of an individual account. You may or may not admit it, but you've failed somewhere.
Contact them via all their official channels. Be very careful. And, if I may add, be patient and polite. Surely, it isn't them who changed your password. So they're probably as clueless as you are as to what really happened. But somebody unwelcome have gotten access to your account.
I ahve ran malware and clean my mac and nothing popping up.
Plus macs are harder to plant torjans aint they.
Plus macs are harder to plant torjans aint they.
But we can't expect AVs to detect every kind of malware, sadly. Windows are typically targeted more but macs have their fair share as well. I also worry about you using google to search for the exchange as this is highly not advisable as bitbllo mentioned.
In any case, about reaching out to support. Kraken is pretty active in their support subreddit. Try to start a thread, see: https://www.reddit.com/r/KrakenSupport/
Be careful of impostors though, as they are pretty rampant.
1. Always triple check if you're talking to a mod-- list in the sidebar as well.
2. Reddit mods will never DM you first.
3. Reddit mods will only ask for your ticket ID or account ID to escalate your case.
I ahve ran malware and clean my mac and nothing popping up.
Plus macs are harder to plant torjans aint they.
Plus macs are harder to plant torjans aint they.
Well the last phrase is a big red flag. We know very well that there are many fake websites as first result in Google.
"I only use google then search for the exchnage." It should be a "no-no solution".
It's not uncommon to interact with these scam sites.
Are you using 2FA? Because in that case (you are not using) probably you can have some trojan/malware on your device.
Or you are using some "corrupted" version of chrome /whatever (I don't think issue with connection ...)
Or someone has taken your kraken password in some way.
These are the "main issues". I mean, there are also other ways to get scammed in a CEX and so on, but more sophisticated/complex...
"I only use google then search for the exchnage." It should be a "no-no solution".
It's not uncommon to interact with these scam sites.
I use the main kraken site.
No emails now with my trail.
I never click these emails.
I only use google then search for the exchnage.
No emails now with my trail.
I never click these emails.
I only use google then search for the exchnage.
Are you using 2FA? Because in that case (you are not using) probably you can have some trojan/malware on your device.
Or you are using some "corrupted" version of chrome /whatever (I don't think issue with connection ...)
Or someone has taken your kraken password in some way.
These are the "main issues". I mean, there are also other ways to get scammed in a CEX and so on, but more sophisticated/complex...
I use the main kraken site.
No emails now with my trail.
I never click these emails.
I only use google then search for the exchnage.
No emails now with my trail.
I never click these emails.
I only use google then search for the exchnage.
I will NEVER use kraken again, avoid these centralised entities like the plague!
It is recommended that one should not store their money in a centralized exchange, however, you case is a bit strange here, as the fault probably came from your own end. Someone compromised your Kraken account and took control of it, you may want to think hard if you did anything or made any mistake that could have led to that. Some members in this thread have also asked you to post the website url, so we are sure you are not on a phishing website. 
Definitely not clicked on any phishing emails.. That's a boomer move.
Well, you haven't answered the question yet... does your account have 2FA?
I believe KRAKEN does have a 2FA feature to enhance security, but it's not mandatory.... So here's what might happen, if your account doesn’t have 2FA and someone gains access to your computer or knows your password, they might be able to change it. Assuming that's the case, have you received an email notification regarding the password change? Normally, that's a feature included in exchanges.
There are two kinds of hacks: one due to user error, like phishing, as mentioned in previous posts. If that’s what happened to you, the exchange may not be able to help you with that. The other type is when the exchange's system itself is hacked, which would affect not just your account but potentially others as well. In that case, you might have grounds to seek a refund, as it would be the exchange’s fault.
here are some information you might need to know from Kraken.
Secure your account with two-factor authentication (2FA)
Is this email from Kraken?
Quote
How to differentiate a Kraken email from a phishing email
Emails from Kraken will always have the @kraken.com domain name at the end of them. This includes sub-domains such as @email.kraken.com.
Emails from Kraken will always have the @kraken.com domain name at the end of them. This includes sub-domains such as @email.kraken.com.
Definitely not clicked on any phishing emails.. That's a boomer move.
This was 1 week ago now, I had an email telling me my kraken password was reset...
No idea how.
You probably clicked on phishing email scam link and you gave your login details to scammers yourself.No idea how.
Kraken support can be contacted with email and I think they have dedicated twitter support account @krakensupport.
I also wouldn't keep coins on any centralized exchanges.
This was 1 week ago now, I had an email telling me my kraken password was reset...
No idea how.
I still not had chance to speak to anyone at Kraken yet, as not had a reply... I can't even password reset as my email and user name seemed to have changed.
And now kraken have blacklkisted my mobile number when I call them.
No idea how.
I still not had chance to speak to anyone at Kraken yet, as not had a reply... I can't even password reset as my email and user name seemed to have changed.
And now kraken have blacklkisted my mobile number when I call them.
But I do not think that Kraken stole your money.
There's also the possibility that the op was on a phishing website. I find the response they clam to have received to be very unprofessional, but this is not a guarantee as many exchanges have poor support services.@thevoyager23, post the link to the Kraken website that you are talking about. Let us know if it is actually the legit Kraken or the fake Kraken.
But I do not think that Kraken stole your money.
There's also the possibility that the op was on a phishing website. I find the response they clam to have received to be very unprofessional, but this is not a guarantee as many exchanges have poor support services. Know you have just learnt about a single aspect of how centralized exchange could be so dangerous for use, if you're using them, then always have in mind that you are dealing with a custodial means in handling your asset and that is a big risk, because they have access to your private keys which you being the owner don't, they can be hacked and also went bankrupt, if i were you, i will just be more careful to avoid any repetition of this kind with another exchange.
Exactly. NYKNYC
Sorry I will change it, how do I swap it over to different topic?
If you scroll down, you will see move topic at the left lower side. Click on move topic and select the board you want to move it to. Are thet even going to give me my god damn account back?? And my money better be there or they will be repaying me.
If the hack is not their fault, they will not refund you the money.You can move it to scam accusation as Upgrade00 posted instead. But I do not think that Kraken stole your money. If you check the withdrawal page and you see your coin withdrawn, likely someone compromised your Kraken account.
Did you use 2FA?
How was your account hacked and what sort of assistance are you requesting from their support team? If it's a hack due to a mistake you may have made, the exchange support team cannot help you much in that situation. If it was a fault of theirs that led to a loss of funds or personal details you had sent to them, they have an obligation to compensate you for the first and inform you of the second scenario.
You should move this thread to reputation or scam accusation board and provide some proof of your accusation, you should also add some screenshots to back it up.
You should move this thread to reputation or scam accusation board and provide some proof of your accusation, you should also add some screenshots to back it up.
Sorry I will change it, how do I swap it over to different topic?
Kraken have a duty to contact me and helpe me sort this... they not even told me the situation with my funds, but someone got in and changed my password. That's all I know.
Are thet even going to give me my god damn account back?? And my money better be there or they will be repaying me.
Kraken have a duty to contact me and helpe me sort this... they not even told me the situation with my funds, but someone got in and changed my password. That's all I know.
Are thet even going to give me my god damn account back?? And my money better be there or they will be repaying me.
You should move this topic to exchange board. This is not about bitcoin discussion but about your account that got hacked on Kraken which is a crypto exchange.
Kraken is a legit exchange. We have not heard of Kraken hack, the exchange is no hacked but someone hacked your account on the exchange. Don't you set up 2FA?
If you do not setup 2FA, you need to start using it. Let the 2FA app be on another device that you do not have or accessing the exchange.
I guess there is nothing that Kraken will do for you but they suppose to give you a response. I am not using the exchange, so I do not know how their customer service is.
Kraken is a legit exchange. We have not heard of Kraken hack, the exchange is no hacked but someone hacked your account on the exchange. Don't you set up 2FA?
If you do not setup 2FA, you need to start using it. Let the 2FA app be on another device that you do not have or accessing the exchange.
I guess there is nothing that Kraken will do for you but they suppose to give you a response. I am not using the exchange, so I do not know how their customer service is.
Know you have just learnt about a single aspect of how centralized exchange could be so dangerous for use, if you're using them, then always have in mind that you are dealing with a custodial means in handling your asset and that is a big risk, because they have access to your private keys which you being the owner don't, they can be hacked and also went bankrupt, if i were you, i will just be more careful to avoid any repetition of this kind with another exchange.
Has anyone dealt with Kraken, specifically after a hacking into your account.
My account was hacked, and I am now waiting on my 4th day for a response form Kraken, nothing, zero, zilch!
They have my phone number on their system now and when I try call I get a text instantly and it says we know you are calling about a security iussue, our team cannot help you, we will get i touch by email... Well this is the 4th day now.... And I don't know anything, nothing about my account, my funds, they left me in the dark!
What do I do here?!
I will NEVER use kraken again, avoid these centralised entities like the plague!
My account was hacked, and I am now waiting on my 4th day for a response form Kraken, nothing, zero, zilch!
They have my phone number on their system now and when I try call I get a text instantly and it says we know you are calling about a security iussue, our team cannot help you, we will get i touch by email... Well this is the 4th day now.... And I don't know anything, nothing about my account, my funds, they left me in the dark!
What do I do here?!
I will NEVER use kraken again, avoid these centralised entities like the plague!
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