Kraken Adds Live Call Verification to Fight Support Scams

Kraken has extended its in-app call verification system to standard phone callbacks, giving customers a way to confirm they are speaking with a legitimate support agent before moving funds or changing account settings.

The feature, announced August 6, shows a verification banner inside the Kraken app when a real support agent calls. A customer's callback is registered as verified when their support case is active with the agent. They can open the app, check the confirmed banner, and Kraken will also generate a one-time verification code. Users ask the caller to read the code back. If it matches the one displayed in the app, the caller has real access to the support case.

Chief Security Officer Nicholas Percoco framed the move as a direct response to a fraud tactic that has become one of the crypto industry's most effective.

“Scammers are calling our clients pretending to be Kraken Support, or reps from other crypto firms. The script rarely changes. They tell you there’s a security issue with your account and you need to move your funds somewhere safe now,” Percoco said in a LinkedIn post.

The feature is live on the latest versions of the Kraken app, Kraken Pro, and Kraken's other mobile apps. For calls the exchange cannot verify, Kraken added stronger warnings. If a user tries to withdraw funds or change sensitive account settings while on an unverified call, the app displays an extra alert and reminds them of common scam tactics.