Kraken Support Center & Help Desk

If you lose access to your 2FA device, you can bypass it immediately using the Master Key you generated and saved during your initial security setup. The Master Key acts as a fail-safe override for your account. Simply enter the Master Key code when prompted for your 2FA token during the sign-in process.

If you did not set up a Master Key or have lost it as well, you must submit a specialized account recovery form through our help desk. This process requires you to provide a high-resolution photo of yourself holding your government-issued ID alongside a handwritten note specifying the current date and your request to bypass 2FA. For security purposes, this manual review process typically takes 24 to 48 hours to ensure maximum protection against unauthorized access attempts.

Fiat withdrawals can occasionally be delayed due to a variety of external factors, including banking holidays in your local jurisdiction, intermediary bank processing times, or routine compliance reviews required by international financial regulations. Standard SEPA transfers in Europe and domestic wire transfers in the US usually clear within 1 to 3 business days.

If your withdrawal remains pending beyond this standard timeframe, first check your email to see if our compliance team has requested additional information regarding the transaction. Ensure that the receiving bank account is registered in the exact same legal name as your verified Kraken account, as third-party withdrawals are strictly prohibited and will be automatically rejected by our payment processors.

Intermediate verification, which unlocks higher daily funding limits and access to margin trading, is typically processed automatically by our identity verification systems within 5 to 10 minutes. This rapid processing relies on high-quality images of your ID and a clear selfie that matches the document.

However, if manual review is required due to illegible documents, glare on the ID, or a mismatch between your submitted name and the document, our compliance team will process the application within 24 hours. Pro tier verification, which involves proving your source of wealth and residential address, requires a deeper manual review and generally takes 1 to 3 business days to complete.

Cryptocurrency transactions are inherently irreversible by design on the blockchain. If you sent funds to an incorrect address, or to an address on the wrong network (for example, sending an ERC-20 token to a TRC-20 address), Kraken cannot reverse the transaction, intervene in the network consensus, or recover the lost assets.

We strongly urge all users to double-check deposit and withdrawal addresses meticulously before initiating any transfer. A best practice is to always send a small "test transaction" first when interacting with a new wallet address. If the test transaction arrives successfully, you can proceed with sending the remaining balance with confidence.

Upgrading to an Institutional account is designed for hedge funds, family offices, proprietary trading firms, and other corporate entities that require high-volume limits and dedicated API support. To initiate this process, you must submit a corporate onboarding request through our dedicated institutional portal.

The corporate verification process requires submitting extensive documentation, including your certificate of incorporation, articles of association, a detailed corporate structure chart, and identification documents for all ultimate beneficial owners (UBOs) holding more than 25% equity. Once submitted, our institutional onboarding team will guide you through the compliance review, which typically takes 1 to 2 weeks depending on the complexity of your corporate structure.

In most cases, depositing cryptocurrency into your Kraken account is completely free of charge from our end. We do not charge a fee to receive your funds. However, you are still responsible for paying the network transaction fee (often referred to as "gas") required by the blockchain to process and validate your transfer.

There are a few exceptions for specific tokens or network setups where an "address setup fee" or a small deposit fee may apply to cover the costs of sweeping the funds into our cold storage infrastructure. You can find a comprehensive, real-time list of all deposit fees and minimum deposit requirements for every supported asset on our official Fee Schedule page.