Founded in 2011, Kraken is a cryptocurrency exchange based in San Francisco, California.
Kraken.com has quickly become one of the world’s leading cryptocurrency exchanges and is #1 when it comes to Euro liquidity and volume. Kraken offers Bitcoin (BTC) and Ethereum trading for its users.
While Kraken is the leader amongst cryptocurrency exchanges that deal in Euros, Kraken also trades in other fiat currencies such as United States Dollars, British Pounds, Japanese Yen, and Canadian Dollars.
This platform allows Kraken customers to utilize margin trading, which as an opening fee of 0.01% and a rollover fee of 0.01% per four hours. For users wishing to open an advanced account, extra criteria must be met. If you are a United States citizen, you’ll need to provide your SSN. If you’re a citizen of Germany or Japan, your account will require additional ID authentication.
Given that the exchange is so popular, it’s only natural that users want to know how to contact Kraken’s customer service team.
Like other exchanges, Kraken has seen a recent surge in new users, which has left their customer support struggling to keep up with increased user inquiries.
As of April 6, 2018, Kraken users can contact the customer support team by submitting a request, using Twitter, or referencing the Kraken support database or frequently asked questions (FAQ) page.
Submit a Request
Users who wish to contact Kraken can submit a request here.
Users select from a list of types of issues, which include the following:
- US Resident Deposit & Withdrawal Wire Transfer Issues
- Deposit and Withdrawal
- Can’t Log In
- General Form
- Transfer Limit Increase
- Press and Business Development
- Compliance and Legal
Once selecting an issue type, users have to fill out a number of fields.
For example, for login issues, users have to submit the following:
- Their email address
- Explanation of the problem
- Kraken account ID or email of the account that the user can’t access
- Reason for lost access (Lost Two-factor Authentication – 2FA – Device/Forgot 2FA Password, Can’t Reset Password, Locked Account Accidentally, Unsure)
- Approximate date of last successful login
- Approximate Kraken account balances
- Whether the Kraken account is an individual or business account
- CAPTCHA anti-spam box
The “submit a request page” is also available in Japanese.
Kraken Support Twitter
Another way that users can contact Kraken is via Twitter. Kraken has a support Twitter account called @krakensupport. The support account helps users with their inquiries and tweets support-related content (@krakenfx tweets Kraken company announcements).
Though users may be inclined to take to Twitter in order to get the attention of the Kraken support team for a ticket that they submitted, as of April 6, 2018, Kraken instead recommends the use of this form to escalate support tickets if users haven’t heard back about their support request(s).
For account-related assistance and assistance not in English, users must submit a request.
While the support database technically isn’t a way to contact Kraken, it’s possible that a user’s question or issue can be resolved with a visit to Kraken’s support database, which is rather extensive.
The support page includes sections on Getting Started, Verification, Fiat Currency Funding, Digital Assets Funding, Security, Trading and a Help Center. Each section has multiple articles as well.
For example, by visiting the Verification section, users can get information on topics like how long it takes to get verified, change of address, corporate and institutional accounts, changing usernames and more. The support database is also available in Japanese.
Frequently Asked Questions (FAQ)
Like the support database, Kraken’s FAQ page technically isn’t a way to contact the company, but it’s possible that users can find what they are looking for by visiting this page.
FAQs on the FAQ page include “What is Kraken?”, “What is Bitcoin?”, “How to buy Bitcoins”, “How to sell Bitcoins”, “What currencies can I trade Bitcoins with?”, “How much does Kraken charge in trading fees?”, “How to start”, “What is verification?”, “What information must I provide to trade?” and more.
Kraken, like other major cryptocurrency exchanges, has struggled to keep up with user demand as interest in cryptocurrencies has surged over the past year or so.
While Kraken does not provide traditional contact options such as a telephone number, they do offer options like submitting a support ticket, a support Twitter account, a support database and an FAQ page.
Though Kraken is facing complaints about its support and contact options, like other big currency exchanges, hopefully, they will be able to meet the growing number of user inquiries as interest in cryptocurrencies continues to grow.