Claim process
Kroll asked for more information on your Terra claim: what to do
If Kroll asked you for additional information on your Terraform Labs claim, the reviewers need more evidence before they can determine your claim. Answer it fully, through the official portal or the channel the request names, before its deadline. A request left unanswered puts your claim at risk of being disallowed.
You are far from alone: 5,285 claimants were asked for additional information (Dkt. 1392). This guide covers what such requests usually concern, how to answer step by step, what to do if a record no longer exists, and how to tell a real request from a phishing copy.
Facts checked
What the request means
During review, your claim is compared with the information available about your holdings and losses. When something is missing or unclear, Kroll asks. A request is not a decision on your claim. It means the claim cannot be determined on what Kroll has so far.
Among the claim statuses, this is the stage called additional information requested. Every claim status explained shows where it fits between filing and an Initial Determination.
What requests usually concern
Your request says exactly what is needed, and that is what you answer. In general terms, evidence requests in a claims process ask you to show one or more of these:
- Holdings. That you held the tokens you claimed, for example through wallet addresses or exchange account statements.
- Transactions. The purchases, transfers, swaps or sales behind the loss, with dates.
- Accounts. Which exchange account or wallet held the tokens, so they can be matched to your claim.
A public wallet address is fine to share. A seed phrase or private key never is, and no claims process needs one.
How to answer, step by step
- Open the portal yourself. Type claims.terra.money into your browser rather than clicking a link in the email. Our portal guide helps if you cannot log in.
- Read the request in full. Note what is asked and the deadline.
- Gather the records. Download statements or transaction histories from your exchange, list your wallet addresses, and collect transaction hashes where you have them.
- Send what is asked, through the portal or the channel the request names. Name files clearly, for example by exchange and date.
- Keep a copy of everything you sent, and note the date you sent it.
If a record no longer exists
Some exchanges from 2022 have closed, and others no longer show history that old. If you cannot get a record the request asks for, do not let the deadline pass in silence. Contact Kroll through the Terraform case page before the deadline, explain what you can and cannot provide, and send what you do have.
Other sources can fill gaps: old confirmation emails from your exchange, tax reports you filed, and public blockchain explorers that show the history of your wallet addresses.
Deadlines and what comes after
The request sets a deadline. If it passes without an answer, the claim may be determined on the information Kroll already has, which can mean a lower allowed amount or a disallowed claim.
Once you have answered, your claim goes on to an Initial Determination, and those go out in rolling 30-day cycles. What the Notification of Initial Determination says tells you what to expect. If the result is a disallowed claim, read expunged or disallowed claims: the dispute path is still open within its deadlines.
Fake requests: how to tell
Fake requests copy Kroll's wording. These signs give them away.
- It asks for a fee to process your claim, release a payment or speed up the review.
- It asks for a seed phrase, a private key, a wallet connection or your portal password.
- Its links go somewhere else than claims.terra.money or Kroll's own site.
- It threatens that your claim will be cancelled within hours unless you act now.
The simplest test: ignore the link, log in to the portal yourself and check whether the same request is there. How to tell a real Kroll email covers the checks in full.