I need help with verifying my account

Search your mail folders

• Search your email folders for our sending email address [email protected].

• Double check that the email wasn’t sent to your spam or junk folder.

Verify the email address you used

• Make sure you’re checking the correct email address associated with your Kraken account.
• If you entered a typo or the wrong address, update it by going to your account settings.

Resend the email

• If the email is still missing, you can manually request a new verification email from Kraken.
• Go to Account Settings → Verification and select Resend Verification Email.

Wait a few minutes

• Sometimes email delivery can take a few minutes, so please give it some time and check again later.

Check email filters

• If you have strict email filters, check they aren’t blocking emails from Kraken. Add Kraken’s email addresses to your whitelist.

Check the image quality

• Make sure your ID is clear, unexpired, and all edges visible. Avoid any blurry or cropped images.
• Use a high-resolution scan or photo, ensuring the text is readable.

Use a supported file type and size

• Krak accepts JPG, PNG, and PDF formats.

• Make sure your file is less than 5MB.

Use a different browser or device

• If you're using a mobile device, try switching to a desktop browser.
• If on desktop, try using Incognito mode or a different browser (Chrome, Firefox).

Check your ID validity

• Use a government-issued document (passport, national ID, driver’s license).
• Make sure it’s not expired, damaged, or cropped.

Check for Browser or App Issues

• Sometimes, browser extensions or cached data can interfere with the upload process. Try clearing your cache or disabling extensions.
• Try using Incognito Mode or a different device.

Clear your browser’s cache and cookies

• Cached data or browser issues can cause errors. Try clearing your cache and cookies, then restart your browser.
• After clearing, refresh the page and attempt the verification again.

Re-enter the necessary fields carefully

• Common errors include formatting mistakes or missing fields.
• Double-check that the information you've entered matches exactly with your ID and other documents (e.g., spelling, address format).

Check for formatting issues

• Double check there are no extra spaces or incorrect formats when filling out personal details like postal codes, country, or state.

Try using a different browser or device

• Switch browsers (e.g., Chrome, Firefox) or try uploading from a different device, like a desktop or mobile phone.

• If the error persists, contact support for further troubleshooting.

Use good lighting

• Make sure that the face photo is taken in good lighting without shadows on your face.

Make sure your face is visible

• Avoid wearing glasses or hats that could obstruct your face.
• The photo must be clear, with your face visible from the shoulders up, and you must look directly at the camera.

Use the correct format

• Make sure the photo is in a JPEG, PNG, or PDF format.
• The image should be clear and in high resolution.

Check that the address entered matches exactly with the document you submitted (e.g., utility bill or bank statement).

Submit recent documents. Proof of address documents must be within 3 months of submission.

If the document is a bank statement or utility bill, it should clearly show your name, full address, and the document date.

If you are having a problem adding or updating your address, editing settings or uploading documents in your account, this may be due to having your Global Settings Lock (GSL) enabled. Follow these steps to turn off your GSL.

If your postal code is not accepted by our system, try entering your state/province manually, rather than from the drop-down menu.

If your address doesn't have a postal code:

• Try leaving the postal code field blank.
• If that doesn't work, then just enter "1" or "10000". We'll figure it out for you.

Sign into your Krak account

• Go to Account Settings → Verification to manage your verification documents.

Check your current status

• If your verification is still pending, you can change or update your submitted documents at any time before the review is completed.
• If your verification has already been rejected, follow the steps below in the My Verification Was Rejected guide to resubmit.

Remove or replace documents

• If you need to replace a document (e.g., a blurry ID), you can simply delete the existing one and upload the new one.
• For proof of address, ensure the new document is less than 3 months old and clearly displays your name and address.

Upload corrected documents

• Make sure the new documents meet all the requirements listed in Krak’s Document Requirements for Verification.

Wait for re-verification

• Once you've submitted the corrected documents, Krak will review them. The review time may take a few business days. You will be notified by email once your verification is complete.

Verification processing time

• Verification processing times can take up to 45 minutes for Intermediate level, and up to 5 days for Pro or Business levels.
• If your verification is taking longer than expected, it may be due to high demand. Please avoid submitting multiple verification requests, as this will not speed up the process time.

Check your email for updates

• Keep an eye on your email inbox for any updates or requests for additional documents.

• Kraken will notify you once your verification is complete or if more information is needed.

• Make sure that [email protected] is not in your spam folder.

Make sure your documents are complete

• If your submitted documents are incomplete or unclear, additional information may be required.

• Make sure your documents meet the Krak’s Document Requirements for Verification to avoid delays.

For more details:

If your verification was rejected, check your email for a detailed explanation. Common reasons for rejection include:

• Low-quality or incorrect document images (blurry, cropped, or unreadable).
• Mismatched or incomplete information (e.g., name, address, or identification details).

Resubmit your documents via the secure upload form once you’ve reviewed the feedback provided.