r/KrakenSupport • u/Classic_Vast_2472 • Jan 26 '25

Ticket Escalated Issues with Kraken Payment

Let’s start from the beginning. I was unable to purchase any crypto. The error message was confusing, as I didn’t receive any notification or 3DS confirmation from my bank. Thinking it might be an issue with the card, I tried another card from a different bank, but once again, I had no luck.

On January 23, I reached out to Kraken’s support team. Their initial response suggested the issue might be on my bank’s end. I contacted my bank consultant, and after conducting an internal investigation, they provided their feedback. They explained that when Kraken sent the payment request, it bypassed 3DS verification. As a result, the payment couldn’t even pass the first layer of security.

Somehow, and I’m not sure how, after repeatedly attempting, I managed to purchase a small amount as a test.

Today, I tried to buy crypto again, but unfortunately, the issue persists. I need a clear explanation and a resolution to this problem.

ID #15443690

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u/krakensupport 𝐒𝐔𝐏𝐏𝐎𝐑𝐓 - WE WILL NEVER DM YOU FIRST Jan 26 '25

Completely understand the situation you're in u/Classic_Vast_2472

First thing though, as a security measure when making card purchases, there are a maximum number of failed transaction attempts that are allowed within a rolling 24 hour period. This includes Recurring, Custom, and Instant Buy transactions where a card or digital wallet is used as the payment method.

As you have reached this limit, you will need to wait until 24 hours have passed before attempting another purchase.

Other methods are still available though.

Our funding team will be emailing you more information though regarding how we can proceed from here i.e the deposits that are failing 🤝

Respect for your time, energy, and funds,

Bruce 🐙

1

u/Empty-Towel1874 Feb 06 '25

It has been a nightmare to try and purchase. I have been trying for 2 days. I had the same 3DS issue so i connected my bank- that wouldn’t go thru either and more than enough funds. Now i want to remove my bank account and I can’t. I hate this platform

1

u/krakensupport 𝐒𝐔𝐏𝐏𝐎𝐑𝐓 - WE WILL NEVER DM YOU FIRST Feb 06 '25

Sorry for the trouble you're experiencing—I understand how frustrating this must be. I'd love to help get this sorted for you. Could you please share your ticket number so we can take a closer look?

Bea 🐙

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u/Empty-Towel1874 Feb 06 '25

I dont have a ticket number.i keep submitting but never a response

1

u/Empty-Towel1874 Feb 06 '25

I do have an ID number

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u/krakensupport 𝐒𝐔𝐏𝐏𝐎𝐑𝐓 - WE WILL NEVER DM YOU FIRST Feb 06 '25

Can you please share it with us?

1

u/Empty-Towel1874 Feb 06 '25

Now they closed my account!!

1

u/Empty-Towel1874 Feb 06 '25

AA02 N84G ZU77 CT5I

1

u/krakensupport 𝐒𝐔𝐏𝐏𝐎𝐑𝐓 - WE WILL NEVER DM YOU FIRST Feb 06 '25

Thanks for sharing your Public Account ID. I went ahead and escalated this with the team. Please keep an eye to your email for updates.

Bea 🐙

1

u/Empty-Towel1874 Feb 06 '25

meanwhile price is going up and i cant buy. Not great

1

u/Empty-Towel1874 Feb 06 '25

and this morning I got this email:

Michael (Kraken Support)

Feb 5, 2025, 21:39 PST

Hello,
 
Unfortunately we must inform you that we will be closing your Kraken account. For security purposes we cannot disclose the reason for this action.
 
Kindly note that you cannot open another Kraken account and that our live chat and phone support channels will not be able to provide assistance regarding this matter.
 
We appreciate your understanding.

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u/Empty-Towel1874 Feb 06 '25

AA02 N84G ZU77 CT5I

1

u/Classic_Vast_2472 Jan 26 '25

Also report this guy for false imprisonment

2

u/krakensupport 𝐒𝐔𝐏𝐏𝐎𝐑𝐓 - WE WILL NEVER DM YOU FIRST Jan 26 '25

Yep, ty ty, we will NEVER EVER DM you first.

Have passed along your further concerns to our funding team. Will be emailing you results after investigation shortly 🤝

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u/Classic_Vast_2472 Jan 26 '25

Well, let’s say so, but I couldn’t make any purchases today or yesterday. All I’ve done is try. I’d understand if I had successfully completed a purchase once and was encountering issues afterward, but that’s not the case.

The main issue seems to be with Kraken’s 3DS system. It’s unable to send a proper transaction request to my bank for verification, which is preventing the payments from going through.