I can't sign in to my account

Last updated: 24 ліпеня 2026 г.

If you’re unable to sign in to your account and our status page shows everything is running normally, one of the following may be causing the issue:

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An incorrect username or email
Check for typos, extra spaces, or the wrong email address.
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Email sign-in is not enabled on your account
Try signing in with your username instead of your email.
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Incorrect password entered
Make sure Caps Lock is off.
Try resetting your password.
If multiple password reset requests are made within a short time frame, the ability to reset your password may be temporarily locked and you will not receive password reset instructions during this time. Please wait at least 2 hours before attempting to reset your password again.
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Invalid Two-factor Authentication (2FA) code
Enter the most recent code from your authenticator app and ensure your device time is set correctly.
Additional troubleshooting can be found on Two-factor Authentication (2FA) Troubleshooting.
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Passkey not working
Ensure Bluetooth is enabled on both your phone and computer.
Check your device's password manager is selecting the correct passkey for your account. Additional troubleshooting can be found on Passkey Troubleshooting Guide.
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New device approval required
Check your email and spam for a device approval message and approve the login attempt.
Ensure that both the device that you are trying to sign in with, and the device that you are approving the device from, are on the same network and using the same connection to the internet.
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Not receiving automated emails
Check your spam or junk folder and ensure your inbox isn’t blocking our emails.
See Email delivery issues for additional support.
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Browser Issues
Try clearing your cache and cookies, switching browsers, or using an incognito/private window.
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Error message before the site loads
If you see messages like “You are being rate limited” “Origin DNS error,” or “Access denied,” wait a few minutes and try again, or try using a different network.
See Cloudflare errors for additional troubleshooting.

By clicking on the purple links above, you will most likely find a solution to troubleshoot your issue.

If you see the message: ''We have temporarily disabled access to your account, please contact Support'', or if none of these topics apply to your situation, please submit a support request so our Support team can assist you.

For more detailed steps and common questions, review the topics below.

These steps are for web only. If you need help signing into your account, via the Kraken app, please view our recovery steps for your account username and password.

Sign-in 2FA recovery steps

If you have lost access to your Sign-in 2FA you can use your Master Key as a 2FA sign-in method. If you don't have a Master Key or have lost access to it, please submit a support request, and select I can't sign in to my account, Issue with Two-Factor Authentication (2FA), select the appropriate choice for you. Fill out the details, and click Submit.

Why am I getting a "Session Invalid" message?

If you receive a "Session Invalid" message your system may have changed its IP address during your sign-in session. This feature is in place to combat session hijacking.

If you continue to get the "Session Invalid" message, you can contact your ISP to see if they can stop changing your IP, or you can try using a VPN to connect to Kraken.

Troubleshooting

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I did not receive an email
If you did not receive an email, make sure to check the spam and trash folder of your email account and verify that you spelled the email address and username correctly during the process.
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Still did not receive an email?
Check out this support article for more information on email delivery issues.
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I received the email but the link does not work
The password reset link expires two hours after it is sent and can only be used once. If you missed the two hour time period, you will need to request a new password reset again.
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I get the message "Your password must be at least 12 characters"
For security purposes we only allow passwords that are 12 characters or longer, use a longer password to continue. We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Your password must contain at least one number"
For security purposes we only allow passwords that include at least one number, add a number to your password to continue. We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Your password must contain at least one special character"
For security purposes we only allow passwords that include at least one special character, add a special character to your password to continue. You can choose from the following characters:
!"#$%&'()*+,-./:;<=>?@[\]^_`{}~.
We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Passwords do not match"
One of the two passwords that you entered does not match the other, fill out both passwords again and make sure that you save your password in a safe place. We recommend using a reputable password manager that can generate and remember a safe password for you.
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I get the message "Failed to set password"
It could be that you have a Master Key enabled, fill the Master Key in the appropriate field. I have a Master Key, but don't remember it or don't have access to it any longer. Please submit a support request to receive help from our Support team.

If you've tried all the steps above and still require assistance - submit a support request.

Still need help?

Contact support via the Krak app on your phone.

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