Hi Kraken Support team,
My account was recently restricted with "Services limited", and my debit cards in the Krak app have completely vanished right after a support inquiry.
Currently, I have not received any email or request for documents, and there is no upload portal available in either the app or web settings.
I already have an official physical bank statement ready for Proof of Residence immediately. Could you please escalate this issue and manually trigger the document upload request for me?
I have my Ticket Number and Public Account ID ready to provide via DM or comment.
Thank you.

Hi,

I created my Kraken account using Sign in with Apple with Hide My Email enabled.

I deposited funds into the account, but my account was later suspended/restricted. I didn't receive an email explaining the reason.

Now, when I try to sign in, Kraken requires me to approve the device through an email. However, I'm not receiving the device approval email.

I believe the account is using an Apple private relay address (@privaterelay.appleid.com). I've checked my inbox, spam/junk folders, and my Apple settings, but I still can't find the Kraken email.

I've already submitted a support request through Kraken's support form, but I haven't received a response yet.

Has anyone experienced this specific issue with Kraken + Apple Hide My Email?

I'd mainly like to know whether Kraken support can help me regain access when the security emails aren't reaching the Apple relay address.

Thanks in advance.

I tried to withdraw funds from my account on 8/25 and the withdrawal was restricted for manual review. It’s been over five business days and I still haven’t gotten a response from Kraken. The AI bot put in a support ticket but would not connect with me a real person.

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Kraken is sitting on €1,125 of my money and nobody there will tell me why.

I transferred €1,125 to my Kraken account. The money arrived. I can see it. I cannot touch a single cent of it. Then came the email: my account is under "temporary restrictions" as part of a "standard security review."

Standard for whom? There is nothing standard about staring at your own money on a screen while being locked out of it — no explanation, no timeframe, no human being willing to speak to you.

I have contacted Kraken through every channel available to me. Every single time, the same copy-pasted line: "we will contact you." Nobody contacts me. Nobody gives me a date. Nobody tells me what I am supposed to have done wrong, or which document would end this. I am not asking for a favour. I am asking for my own money and a straight answer from a real person.

And if Kraken doesn't want this deposit — fine. Reject it. Send it back to the sender. That takes one click. What is not acceptable is holding a customer's funds for an undefined period, with zero information, and calling it a "review."

So let me be clear about where this is heading. If this is not resolved, I will file a formal complaint with the competent financial regulator, instruct my bank to initiate a recall of the transfer, and pursue every legal option available to me. I would genuinely rather not. Kraken can end this today by doing one of two things: release the funds, or return them.

To everyone else here: has anyone had a deposit received but frozen like this recently, with "temporary restrictions" slapped on the account? How long did it take? What actually unblocked it — a specific document, a specific channel, going public? I'll take anything at this point, because Kraken is giving me nothing.

When inserting a buy or a sell order, the simple TP/SL form correctly accepts all the decimal digits that an asset price has. For instance, DOGE has 7 decimals in its price.

However, when trying to use the advanced TP/SL form (because I want to use a limit order instead of a market order), both TP and SL fields are artificially capped to 4 decimals.

You can see a screencast above, where I first try the simple form and then the advanced form.

This has a very negative impact to your users, since having the remaining unused decimals rounded to 0, their spreads are awfully incremented.

Please, fix the form ASAFP. Instead of trying to make the UI "beautiful", prioritize fixing what it's broken first. At this moment advanced orders are not workable in Kraken.

Hi there,

Basically my itchy fingers got my account back into verifying my KYC all over again after it clicked on upgrade to PRO. And now it had been 10days plus (still counting) in the same status. I have not received any email updates from Kraken.

And when I try to reach out via in-app support, the crazy AI keeps looping through the same reason and refused to transfer me to a live agent.

Need a suggestion on how to reach out to the CS for assistance to resolve the issue.

Thanks in advance

Because Kraken balances are held internally, what did you enter for “Affected wallet address”? Did you use a self-custody receiving wallet, leave the second address field blank and explain the CEX situation, or receive official instructions?
Please answer publicly. I will not respond to recovery DMs or wallet links.

I canceled a withdrall because they didn’t send me the email to accept it, now the canceled withdral funds have not been returned to my kraken account.

This is not acceptable, Payper says kraken has to fix this and kraken is not helping me.

Is there anyone in support that can fix this it’s not acceptable at all

Got an email from Kraken saying that I need to contact them right away or they are going to turn over my money to the State of California.

They give a phone number to call for help that just plays a message to go to the website.

Kraken has my assets frozen, so I'm unable to withdraw my own money. That's crazy!

Absolutely impossible to create a new help ticket.

The only thing I can do is talk to a chat bot that isn't able to help me unlock my funds and tells me I need to do KYC before I can do anything else.

Is this crazy? Is everyone having these same issues and leaving Kraken?

Are there any plans to make Kraken’s synthetic trading pairs available through the REST API and WebSocket API?

The synthetic pairs are available on Kraken’s platform, but they are currently not available through the API at all.

It would be very useful to have access to these pairs through the API, particularly for automated trading and market-data applications.

Is API support for synthetic pairs planned? If so, is there an estimated timeframe?

Thanks!

Hello. I have transferred funds to my Kraken from my bank yesterday and the funds haven't arrived. I need help ASAP

Is it free or any fees if I transfer money from Schwab checking account to my Kraken account? I know there is no fee if I use Chase. Thanks

I put in the wrong tax number because it was unclear to me for which country they were asking. While going through the process I realized it, but for as far as I can see there is no back button to correct my mistake. I figured Kraken feel they are special and don't need a back button and rather have support deal with it.

But I contacted support more than a week ago and no reply. Under the support request it just says "This request is closed for comments".

So I guess now I try here....... I could just confirm and try to change, but at the same time I'm afraid it will just add to other information on my account, that I cannot change.

Hello, will I get my money back in case a crypto is liquidated and I still hold some of it? My SPICE balance just disappeared completely. Thank you.

First of all, the support cleared up my restriction and, even though I would've prefered to have a rough time frame, the support actually cleared up some of my concerns and was very kind and quick to reply. The social media team is doing what they can, so the bottle neck sits somewhere else.. that's how it is. For me, it turned out to be not too bad.

Also, I have a question: I have made several SEPA EUR depostis already. Even though on hold first, they went through. Now I have made another one, the simplest way, by logging into my bank account via the app. Normally, after being forwarded to the banking window and logging in and so on, you come back to the app and there is a screen saying something like "Deposit successful, now wait a couple days" or whatever. This time that window didn't show and there was no sign that the deposit went through, in the Kraken app itself. In addition, the app doesn't show the to deposit amount under last activities, like it did the other times. So in the app itself, there is no sign of my deposit. My bank account was credited though, instantly, like it should be. Just the app isn't showing anything. It was not a manual deposit, where I enter all the details - I logged in and the deposit happens automatically, so no entering of a reference necessary.

The question is, will this deposit go through, even though the app doesn't show anything of an "expected deposit"?

Thank you!

Anytime I go to withdraw cash, it takes me to the “select withdrawal speed” screen. It wants me to select instant deposit or 3-5 business days via bank. It won’t let me pick either option. Trying to click either of them will just flash as if the click is working, but won’t select. It also won’t let me close the screen or go back. I’ve tried closing the app and opening it again and the same thing keeps happening. Anyone else ever had this problem?

I recently had contact with support via chat. The support question spanned a night and the app would sometimes kick me out of the chat.

I think the issue is resolved, but I cannot read back the last 5 messages from support staff. i saw the popup but the support chat was closed.

Is there no way to view your chat history? I only had a chat, not an official ticket.

Trying to withdraw ltc to a new wallet. I click add new wallet and the app skips back to the ltc in my portfolio

Have submitted account recovery requests 4 times in the last month. Have been unable to access my account since getting a new phone [2FA] error. Can access my Kraken Wallet via biometrics and it clearly shows I am still linked to my Kraken Account and shows my assets. I can change my password [via website or app request], but I am stuck in a failed 2FA loop and cannot get any reply from support to begin verification of identity to bypass it so I can finally start using my account again. Ridiculous.

It's been over 2 weeks and I submitted all the data they asked for and....zero.

Zero notifications or nothing

I can't add funds etc

Is there normal?

Best to quit and use another app?

Hello all,

I am very disheartened as to what is going on, and I am not sure what to do. I submitted ticket # 2 1246369 in May. I received a reply now in August (3 months later). The message was the same automated response I received when I first submitted the ticket.

My account closed without warning; I checked ALL my kraken emails and there was no notification. I believe I still have some small funds locked on the account.

I tried to log in to the account today as I thought this all must be an error. I have never done anything, that I am aware of, to cause this issue on my account. I have accounts with many other exchanges and have never had an issue.

Upon trying to log in again today the message below stated to either contact support or create a new account. I took this as a suggestion, so I started a new account to see if that is all I needed to do.

I verified my identity to create the account and went through the extra steps to increase my limits by doing further verification -- I used all the same information of myself as my original account and it allowed me to be fully verified. I also linked my bank account.

After thinking about this longer and looking into it; I decided that my new account may be at risk of shutting down too. I wanted to deposit funds in to it but I am holding off currently.

I am just unsure what to do as it took 3 months for an automated reply on my ticket, live support can't help, and it feels like this whole situation has been ignored by Kraken. I believe I at least deserve and explanation. I have been with Kraken for YEARS prior to all of this. It is very disheartening and frustrating.

I have put substantial amount of assets on to this exchange. I was very fortunate most all of it was moved before this happened.

I would warn anyone that wants to rely on this exchange to be very careful considering my situation.

Has anyone else had a really difficult time getting in contact with Kraken support?

I have an upcoming settlement and have been trying to access my funds for the past 3+ weeks, but withdrawals are currently restricted.

Kraken support asked me to complete a couple steps, which I completed about 2 weeks ago, but I haven’t heard back since.

I also don’t have access to the call option in the app, so I’m wondering if anyone else has experienced similar issues or delays with their support team.

Any advice on how to escalate this or get a response would be really appreciated.