TL;DR

• Phone callbacks are now verified too. When a Kraken Support agent calls you back on a standard phone line, we flag it as verified in real time; you will see a confirmed banner right in the app, not just for calls made through the app itself.
  
• A one-time code proves who you’re talking to. During a callback, ask your agent to read back the verification code shown in your app. If it matches, you know you’re speaking with someone from Kraken.
  
• Unverified calls now get a much stronger warning. If we can’t confirm a call is really us, you’ll see a clear message telling you to hang up and report it.
  
• It’s live now for everyone, across Consumer Mobile, Pro Mobile, and Krak, including improved detection on Android.

Phone calls are still a scammer’s favorite tool

Scammers know that a confident voice on the phone can be more convincing than any email. Support and impersonation scams typically start the same way: a fraudster calls claiming to be from Kraken, builds a sense of urgency or trust, and then coaches the victim into moving funds, sharing login details, or handing over a two-factor code, all while they’re still on the call.

Caller ID does not help here. Phone numbers can be spoofed, so a call that looks legitimate on your screen tells you nothing about who is actually on the other end.

Earlier this year, we introduced real-time verification for calls made through Kraken Voice, our in-app support line. If you called us from inside the app, you could see a banner confirming you were speaking with a real Kraken Support specialist.

That covered one path into our support team. The path scammers use most often, a phone callback over a standard line, was still an open door. Today, we’re closing it:

What’s new

Verified support callbacks. When a Kraken Support agent calls you back, our systems now register that call as verified the moment your case is active with the agent. You’ll see a confirmed banner in the app in real time, the same way you would for an in-app call.

A one-time code you can challenge your agent with. For extra assurance, we will send a one-time verification code straight to your Kraken app during a call.

Don’t wait for the agent to offer it. Ask them to read the code back to you. If it matches what’s on your screen, you know you’re speaking with someone who has legitimate access to your Kraken Support case.

And when we do confirm a legitimate call:

Stronger warnings when we can’t verify a call. If a call is active but we haven’t confirmed it as legitimate, you’ll see a clear warning:

Extra friction on sensitive actions. If you try to withdraw funds or change sensitive account settings while on an unverified call, you’ll see an additional warning first, along with a reminder of common scam tactics and a way to report suspicious activity.

Broader, permission-free detection on Android. We’ve also extended call detection on Android to cover more types of calls, including voice calls made through apps like Telegram and Signal, not just your phone’s standard calling app. This works without asking you to grant any new permissions.

Your privacy stays intact. We only check whether a call is active. We never access your call audio, contacts, or phone number, and nothing is recorded.

What to do if you get a call

• Remember that Kraken Support will only call you back if you’ve already reached out to us through the app, email, or chat. An unexpected call out of nowhere is a red flag.
  
• Look for the banner. A confirmed call will say you’re speaking with Kraken Support. Anything else means we haven’t verified it.
  
• Ask for the code. If an agent calls you, you can ask them to read back the verification code in your app before you say anything sensitive.
  
• Never move funds, share your password, or share a 2FA code because someone asked you to over the phone. We will never ask for this.
  
• If something feels off, hang up and report it directly. Reporting helps us shut down scam patterns faster, even if you’re not sure it was one.

You can find more ways to protect your account in our guide on protecting yourself from scams.

Where it’s live

This is live now in the Kraken app, the Kraken Pro app, and Krak. Update to the latest version if you haven’t already, so you have our full protection in place.

Keeping your account secure is not a one-time feature. It is something we keep building on, and this is one more layer between you and the people trying to take advantage of a phone call.