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Why is my account restricted?
Last updated: October 22, 2026
We sometimes place temporary restrictions on an account to keep it secure and to meet legal and regulatory requirements. Some features, such as deposits or withdrawals, may be unavailable until the review is complete. Most restrictions are lifted once we finish a review, which usually takes 10–14 business days.
Why we apply temporary account restrictions
As a regulated exchange, we have to keep accounts secure and follow the rules where our clients live. While we may not always be able to share the exact reason for a restriction, the most common reasons are:
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Keeping your account secure. We noticed an unusual sign-in or activity, or we think someone else may have gained access.
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Out-of-date or incomplete information. Your ID or contact details are missing, expired, or couldn’t be confirmed, or we asked for more information and haven’t received it. Regulations in your country may require us to ask.
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A payment reversal. Your bank or card issuer reversed a recent purchase, or you disputed it with them. Crypto purchases can’t be refunded or reversed, so a deposit reversal can affect your future orders until it’s resolved.
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Legal and regulatory requirements. For example, a review we’re required to complete, or a change in whether we can serve your country.
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Activity that doesn’t meet our terms. For example, sending funds to a wallet linked to prohibited activity. See our Terms of Service for the full list.
What you may be seeing
What you can do with your account depends on the restriction. In many cases we complete the review without needing anything from you. If we need more information, we’ll email you and send a notification in the app. Reviews usually take 10–14 business days, though it can take longer when we’re busy, so please respond to any request from us as soon as you can.
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We’ve asked you to verify your identity or update your details. We need to confirm that your identity information is current. Follow the prompts in the app or website. For the face photo step, use the face photo instructions.
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Deposits and withdrawals are paused. We can’t process fiat or crypto deposits or withdrawals until we finish reviewing your account. Check your email and notifications and reply promptly if you see a request for more information from us.
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A withdrawal is on hold or was declined. We’re reviewing the transfer as part of our security and regulatory checks. We may decline transfers to wallets linked to prohibited activity. Watch your email for questions about the withdrawal and answer them promptly.
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Your bank or card issuer reversed a payment. A chargeback or reversal can add restrictions to your account. Follow the steps in how to resolve a chargeback.
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We’ve restricted access because of possible exposure to a scam or a security issue. We identified activity that matches common scam patterns and we restricted access to certain features to protect your account. See more info about how to identify scams and why your account may have temporary protective measures.
What to do now
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Find our request. Look for an email from Krak (check your spam folder too) and for notifications in the app or on the website. Not sure an email is really from us? Use this guide to check if an email is from Krak.
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Complete it in full, in one go. Upload clear, up-to-date documents and answer every question. Partial answers can add days to the review.
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Tell us about any payment reversal. If your bank or card issuer reversed a recent payment, see resolving a chargeback.
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Check your account details. Make sure your account is fully verified, your contact details are current, and you live in a country where Krak is available.
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Wait for the review to finish. It usually takes 10–14 business days from the date of the restriction, and can take longer when we’re busy. We’ll email you if we need more information. If you haven’t heard from us and it’s been more than 14 business days, reach out to us on chat support.
Keep your account secure
Take these steps if you think someone else may have accessed your account, or if we told you we saw unusual activity.
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Reset your password and remove any devices you don’t recognize.
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Check that two-factor authentication is turned on.
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Review your recent transactions for anything unfamiliar.
Krak will never call or email you to ask for your login details or for remote access to your device.
If you think you’ve been scammed
Stop sending money, and contact your bank or payment provider as soon as you can. Read why your account may have temporary protective measures to see how we can help, and report the scam to Krak. Report it to your local authorities too.
If a reversed payment left a balance owed
If your bank or card issuer reversed a purchase, your account may show a negative balance and some deposit methods may be unavailable for a while. If we receive notice that a deposit was returned, we’ll email you with the specific steps to get your account back on track. You can cover the balance by:
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depositing funds by bank wire or crypto, or
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selling crypto and converting it to fiat.
Important: Krak will never call or email you to ask for your login credentials or provide remote access to your devices. You can confirm whether an email was sent by us using this guide. If you’re ever in doubt, it is always best to get in touch with our support team.