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[asche]

Hello,

I wanted to access my kraken account, which I didn't use for some time.

I have all access information, including 2FA AND email.

However it looks like 2FA is not working.

I type in user & password, get to the 2FA, enter the 2FA and get a "log in invalid" error.

However I am certain this is the right 2FA, and the password is right, since it didn't fail at that step.

Is that a common issue? What documents do you need to reset 2FA?

[kraken-conor]

Hello,

I wanted to access my kraken account, which I didn't use for some time.

I have all access information, including 2FA AND email.

However it looks like 2FA is not working.

I type in user & password, get to the 2FA, enter the 2FA and get a "log in invalid" error.

However I am certain this is the right 2FA, and the password is right, since it didn't fail at that step.

Is that a common issue? What documents do you need to reset 2FA?

Hi there,

It's possible that you need to sync your 2FA app with the correct time and timezone. You can find the 'sync' button in the app's settings.

If you no longer have access to your Login 2FA or if the sync doesn't help, and had not previously set up a Master Key (which can be used to bypass Login 2FA), we must manually remove the Login 2FA from your account.

To begin this process, fill out the ‘Account Access Issues’ form so that our security team can assist your further.

Let me know if you have any questions.

[asche]

Hello,

I wanted to access my kraken account, which I didn't use for some time.

I have all access information, including 2FA AND email.

However it looks like 2FA is not working.

I type in user & password, get to the 2FA, enter the 2FA and get a "log in invalid" error.

However I am certain this is the right 2FA, and the password is right, since it didn't fail at that step.

Is that a common issue? What documents do you need to reset 2FA?

Hi there,

It's possible that you need to sync your 2FA app with the correct time and timezone. You can find the 'sync' button in the app's settings.

If you no longer have access to your Login 2FA or if the sync doesn't help, and had not previously set up a Master Key (which can be used to bypass Login 2FA), we must manually remove the Login 2FA from your account.

To begin this process, fill out the ‘Account Access Issues’ form so that our security team can assist your further.

Let me know if you have any questions.

I did recently changed time zones. However the other codes are working perfectly. So I guess there was an issue on your end...

I will stay the process as soon as I get access to a computer.

[asche]

Hello,

I wanted to give it another try, but no way to get to the login page on this computer...

Code:

Oops!
An error has been detected and our teams have been alerted to resolve. If this issue persists please contact support.

Access denied
This website is using a security service to protect itself from online attacks.

Ray ID: 564f5d7e5ad5f9f3
Timestamp: 2020-02-14 13:24:56 UTC
Your IP address: 104.129.196.69
Requested URL: kraken.com/sign-in
Error reference number: 1020
Server ID: FL_14F281
User-Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.87 Safari/537.36

Is there an issue using Zscaler?

[kraken-conor]

Hello,

I wanted to access my kraken account, which I didn't use for some time.

I have all access information, including 2FA AND email.

However it looks like 2FA is not working.

I type in user & password, get to the 2FA, enter the 2FA and get a "log in invalid" error.

However I am certain this is the right 2FA, and the password is right, since it didn't fail at that step.

Is that a common issue? What documents do you need to reset 2FA?

Hi there,

It's possible that you need to sync your 2FA app with the correct time and timezone. You can find the 'sync' button in the app's settings.

If you no longer have access to your Login 2FA or if the sync doesn't help, and had not previously set up a Master Key (which can be used to bypass Login 2FA), we must manually remove the Login 2FA from your account.

To begin this process, fill out the ‘Account Access Issues’ form so that our security team can assist your further.

Let me know if you have any questions.

I did recently changed time zones. However the other codes are working perfectly. So I guess there was an issue on your end...

I will stay the process as soon as I get access to a computer.

It might be best to have 2FA removed from your account and trying again, we can start the process after you complete the form linked in my original message.

Hello,

I wanted to give it another try, but no way to get to the login page on this computer...

Code:

Oops!
An error has been detected and our teams have been alerted to resolve. If this issue persists please contact support.

Access denied
This website is using a security service to protect itself from online attacks.

Ray ID: 564f5d7e5ad5f9f3
Timestamp: 2020-02-14 13:24:56 UTC
Your IP address: 104.129.196.69
Requested URL: kraken.com/sign-in
Error reference number: 1020
Server ID: FL_14F281
User-Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/80.0.3987.87 Safari/537.36

Is there an issue using Zscaler?

Yes, I believe the issue here may be Zscaler. We use Cloudflare for DDoS protection and security, this may be blocking access from Zscaler. Are you getting any error message?

Can you please try accessing our site without using Zscaler?

[asche]

No with this computer I cannot. It's very unfortunate that this is an issue.

Could you please look into it?

[kraken-conor]

No with this computer I cannot. It's very unfortunate that this is an issue.

Could you please look into it?

I can not personally vouch for Zscaler or recommend the use of their service. It may be best to access Kraken without using Zscaler. However, if you wish to use it, I have a found a guide on their website explaining how to whitelist websites. Please feel free to whitelist Kraken using this guide: https://help.zscaler.com/zia/whitelisting-urls

[samlitecoin]

I have a problem loggin in to my Kraken account.

I have my username and password but since my old mobile was lost my new mobile does have authenticator on it but that does not respond anymore to kraken.

in other words I can not do Two-factor authentication anymore.

I do not have a master password either.

I only use my account once a year or so, I am not really remembering how that thing worked with the Two-factor authentication when I first installed it.

can you please help?




also: chat is NOT working:

    Need some more help?
    Chat directly with one of our client engagement specialists about your specific needs
    Chat Now


that only results in a java script error message both on firefox anf google chrome

[Kraken-Chase]

I have a problem loggin in to my Kraken account.

I have my username and password but since my old mobile was lost my new mobile does have authenticator on it but that does not respond anymore to kraken.

in other words I can not do Two-factor authentication anymore.

I do not have a master password either.

I only use my account once a year or so, I am not really remembering how that thing worked with the Two-factor authentication when I first installed it.

can you please help?




also: chat is NOT working:

    Need some more help?
    Chat directly with one of our client engagement specialists about your specific needs
    Chat Now


that only results in a java script error message both on firefox anf google chrome

samlitecoin,

If you haven't already, please try opening a support request (select Account Access Issues in the drop-down menu) and a specialist will reach out to you shortly. Once you submit a support request, they will be able to help you regain access to your account.

[pat1900]

Anyone successfully done a deposit or withdrawal today? It looks like the whole deposit/withdrawal system has crashed. I know, there has been a bit more trading volume than on a normal day. But this shouldn't affect the amount of incoming and outgoing funds, I think

[pat1900]

ok, I can give the all-clear now. It looks like everything is working as usual again.
One of my deposits took around 2 hours today. It has finally arrived at my Kraken account. Normally this type of deposit is a matter of 2 minutes, not 2 hours.

[Gologuzan]

Hello Kraken,

we have a problem.
before almost 4 weeks we have sent fiat over bank transfer. it has reached your bank account after 2 days, but it has never reached to your platform or our account at your platform.

we have been communicating with your tech support for some time now, and didn't got anywhere.

before this holdup we had really good cooperation in previous transactions.
now the problem is that money is on your account for 3+weeks for now.

is there anything we can do to help us both to overcome this situation and continue with cooperation as usual?

let me mention once more, before this last transaction everything was perfect on your end.

if you need any additional info please do not hesitate to contact me over PM.

Best regards,
G

[kraken-conor]

Hello Kraken,

we have a problem.
before almost 4 weeks we have sent fiat over bank transfer. it has reached your bank account after 2 days, but it has never reached to your platform or our account at your platform.

we have been communicating with your tech support for some time now, and didn't got anywhere.

before this holdup we had really good cooperation in previous transactions.
now the problem is that money is on your account for 3+weeks for now.

is there anything we can do to help us both to overcome this situation and continue with cooperation as usual?

let me mention once more, before this last transaction everything was perfect on your end.

if you need any additional info please do not hesitate to contact me over PM.

Best regards,
G

Hi Gologuzan,

I'm sorry to hear this. Could you please let me know your ticket number so I can look into it? You can DM if you wish.

Thanks,
Conor

[Lachrymose]

for the record, I'm a dumb - I've sent 0.5 XBT to USDT address that I have on Kraken. And they told me that there was a chance at some point their developers would be able to sweep their wallets. Anyway, I'm a long term Bitcoin investor and I don't know how many months or years it will take, but if it will be recovered in the future, it's OK. Kind regards.

Account ID: AA88 N84G 7XCD H2LQ - TXID

[kraken-conor]

for the record, I'm a dumb - I've sent 0.5 XBT to USDT address that I have on Kraken. And they told me that there was a chance at some point their developers would be able to sweep their wallets. Anyway, I'm a long term Bitcoin investor and I don't know how many months or years it will take, but if it will be recovered in the future, it's OK. Kind regards.

Account ID: AA88 N84G 7XCD H2LQ - TXID

Hello Lachrymose,

Thanks for reaching out.

As my colleague mentioned to you, it is unlikely that we'll be able to recover this any time soon, but your request has been passed to our developers and if at any point in the future it becomes possible we'll reach out to let you know.

Thanks for your patience and understanding.

[asche]

Hello,

I wanted to access my kraken account, which I didn't use for some time.

I have all access information, including 2FA AND email.

However it looks like 2FA is not working.

I type in user & password, get to the 2FA, enter the 2FA and get a "log in invalid" error.

However I am certain this is the right 2FA, and the password is right, since it didn't fail at that step.

Is that a common issue? What documents do you need to reset 2FA?

Hi there,

It's possible that you need to sync your 2FA app with the correct time and timezone. You can find the 'sync' button in the app's settings.

If you no longer have access to your Login 2FA or if the sync doesn't help, and had not previously set up a Master Key (which can be used to bypass Login 2FA), we must manually remove the Login 2FA from your account.

To begin this process, fill out the ‘Account Access Issues’ form so that our security team can assist your further.

Let me know if you have any questions.

I did recently changed time zones. However the other codes are working perfectly. So I guess there was an issue on your end...

I will stay the process as soon as I get access to a computer.

It might be best to have 2FA removed from your account and trying again, we can start the process after you complete the form linked in my original message.

So I did that. And it worked. For a while.

I have the same exact issue all over again.

I might add that the second kraken account I use (mine and my relative's) had no such issue ever. Both 2FA codes are managed on the same device.

It appears the issue is on your side.

[kraken-conor]

Hello,

I wanted to access my kraken account, which I didn't use for some time.

I have all access information, including 2FA AND email.

However it looks like 2FA is not working.

I type in user & password, get to the 2FA, enter the 2FA and get a "log in invalid" error.

However I am certain this is the right 2FA, and the password is right, since it didn't fail at that step.

Is that a common issue? What documents do you need to reset 2FA?

Hi there,

It's possible that you need to sync your 2FA app with the correct time and timezone. You can find the 'sync' button in the app's settings.

If you no longer have access to your Login 2FA or if the sync doesn't help, and had not previously set up a Master Key (which can be used to bypass Login 2FA), we must manually remove the Login 2FA from your account.

To begin this process, fill out the ‘Account Access Issues’ form so that our security team can assist your further.

Let me know if you have any questions.

I did recently changed time zones. However the other codes are working perfectly. So I guess there was an issue on your end...

I will stay the process as soon as I get access to a computer.

It might be best to have 2FA removed from your account and trying again, we can start the process after you complete the form linked in my original message.

So I did that. And it worked. For a while.

I have the same exact issue all over again.

I might add that the second kraken account I use (mine and my relative's) had no such issue ever. Both 2FA codes are managed on the same device.

It appears the issue is on your side.

Hi asche,

I'm really sorry to hear you're continuing to have the same issue.

There are a few possibilities for why this might happen, it would be best to have you open a support ticket so we can examine your account securely, in depth.

You can open a new support ticket here: https://support.kraken.com/hc/en-us/requests/new

We look forward to assisting you.

[asche]

Hi asche,

I'm really sorry to hear you're continuing to have the same issue.

There are a few possibilities for why this might happen, it would be best to have you open a support ticket so we can examine your account securely, in depth.

You can open a new support ticket here: https://support.kraken.com/hc/en-us/requests/new

We look forward to assisting you.

Same issue with the other account now...

I really believe something bigger is going on on your side of the 2FA.

I WILL create a new ticket and will get the same answer again "bla bla" new 2FA code. However I find this repeating issue quite concerning.


Lol. Now the 2FA code worked. I do suspect this has something to do with a time issue. But since this happens to me only with kraken, is there any chance you are having some time sync issues serverside?

[minusfive]

I have heard that many users have sent to the wrong address their coins and the cryptocurrencies that could be technically recovered hasn't recovered due to Kraken's insufficient dev team. Kraken need to reconsider its cross-chain recovery policy, otherwise it will not be welcomed by the community as they are not a user-friendly exchange. It has been working very slowly, especially in volatile markets, and there has been no solution to this problem for years. Disappointing.

[Sutters Mill]

This exchange is such a slow piece of shit. I'm trying to withdraw some coins to a new address but to do so I have to confirm it via my email. No problem, but it states I need to do this within the hour as it will expire, but the emails don't come for hours if at all so the links are expired by the time I get them. I tried to do this again this morning and the same thing happens only the email hasn't come through at all yet. So frustrating.