Complaints

This profile includes complaints for Uphold HQ Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Uphold HQ Inc.

  Larkspur, CA 94939-1709

• 

  Uphold, Inc.

  228 Park Avenue S PMB # 50458 New York, NY 10003

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Follow-Up: Request for Reconsideration of Account Closure and Access to Funds Dear Uphold Support Team,I am following up on my previous message regarding the recent closure of my Uphold account, which was reportedly due to suspected fraudulent activity. I have not received a response and would appreciate an update on the review status as soon as *********** clarify, I have never engaged in any fraudulent or suspicious behavior. However, I understand that certain activity may have raised flags in your system. Specifically, I use a VPN regularly for privacy and security purposesnot to misrepresent my location or identity. Additionally, I recently transferred funds to a cold wallet for secure, offline storage. If this action was misinterpreted, I assure you there was no ill intent; it was simply a measure to protect my assets.If any of my actions were misunderstood, I am more than willing to cooperate fully, provide additional context, verify my identity, and supply any documentation necessary.I also respectfully request access to my funds so that I may withdraw or transfer them during this review process. The funds in question were obtained legitimately, and I hope Uphold can recognize the importance of resolving this matter fairly and swiftly.Please confirm receipt of this message and provide a response within five 1 business day.Thank you for your attention to this matter.Sincerely,***** ******** #*******

  Business Response

  Date: 05/02/2025

  Hi *****, 
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  I apologize for the frustrating experience you have encountered. Upon review, *** confirmed that your appeal was reviewed and account has been successfully reinstated since the initiation of this complaint.

  Due to high volumes, there were delays in our response, but please know we were working diligently to address your concerns.
  We appreciate your patience and understanding as we worked to have your account fully operational.

  Should you have any additional questions or concerns, please don't hesitate to reach out.
   
  Warm regards,
  The Uphold Team

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business. They have made everything right, All thou I would like to bring to the attention that after the resolution was resolved. Less than 5 days later I attempted to make my original withdrawal and was put under review once again. I understand these reviews are necessary. But I would prefer that UPHOLD *** recognize withdrawals by me from my account are in line with there term agreements. Im using the platform in accordance with all laws and terms set by Uphold. If I am put under review for making a simple transaction again I will be forced to take further action. I look forward to using the platform in the future and request contact from upper management regarding these concerns . I would like to prevent this situation from happening again as it was a major inconvenience. I request thats the BBB KEEP THIS COMPLAINT OPEN UNTIL I FEEL COMFORTABLE CLOSING IT . 
  
  lastly I would like to remain on the uphold platform for a very long time . If my concerns can be addressed and resolved.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16, 2025, I received an unexpected email from Uphold stating that my account had been permanently closed due to alleged "suspicious activity." I was not given any warning, specific explanation, or opportunity to verify my identity or contest the allegations before this action was taken.I immediately reached out to Upholds support team, offering to provide any documentation or information necessary to resolve the situation. I confirmed that I am the rightful account holder, that *** verified my identity through their system, and that I have not engaged in any fraudulent or prohibited activity.Their response merely restated that the decision was final and said I would hear back regarding the funds held in my account but no one has followed up since, and my money remains frozen with no transparency or timeline.This process has been extremely frustrating, and I believe the company has mishandled the situation in a way that violates basic consumer rights and due process.

  Business Response

  Date: 05/01/2025

  Hi Yongzhao,
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  I sincerely apologize for the delay experienced, and I appreciate your patience during this process. I have confirmed that on Ticket #******* on 04/26/2025, your credit card refund was processed.
  
  As previously advised, after a thorough review, Uphold made the decision to close your account. This decision was made in accordance with our security and compliance protocols, which are designed to safeguard both our customers and our platform.
  
  The decision to discontinue a relationship with a customer is difficult and made with careful consideration. While this decision is unfortunate, we wish you all the best in your future endeavors.
  
  Kind regards,
  
  The Uphold Team
  

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ticket number: #******* After linking my bank account, my account was flagged and closed, I sent an email and got it reinstated with customer supporting citing a system error.I then purchase ltc using my linked bank, was put on a 5 day cool off which I understand, but I needed to send crypto immediately, so I purchased btc with my debit card, which allows me instant access to these funds. Right after the purchase, my account was restricted and essentially frozen from being able to move any assets a second time, they cited fraudulent behavior this time.They are arbitrarily holding my crpyto assets as leverage to make a profit with no real intention to refund me. The *** transfer will not clear which I informed them, and sold the *** **** off as a profit, and have been asking to either refund my btc purchase back to my debit card, or allow me to provide a block chain address to move it.I have gotten no real effort or response back on a resolution, just a run around with generic responses. I truly fear they will hold my remaining assets hostage for as long as possible, as they're now refusing to provide a legal email or physical mailing address so I can properly serve them in small claims court. After doing research, it appear this company is doing this in mass to hundreds, even possibly thousands of customers, some have been left in the dark for months at a time while their crypto dwindles.Please as a customer, do not engage in any sort of business with this entity, what they're doing is illegal and criminal. ********* fees to buy and sell makes it impossible to realize any profits anyways. Just refund my purchase back.

  Business Response

  Date: 05/01/2025

  Hi Spock,
  
  Thank you for reaching out to us through the Better Business Bureau.
  
  I have reviewed the details of your concern, I sincerely apologize for the frustration and inconvenience this could cause. The decision to discontinue a relationship with a customer is difficult and made with careful consideration. We understand this may be frustrating, as we are not always able to disclose specific details regarding our decisions.
  
  During the time of your case, we were handling a particularly high volume of requests, which contributed to the delays. Please know that we were actively working to resolve your case.
  
  I apologize for the delay experienced, and I appreciate your patience and cooperation during this process. I have confirmed that on Ticket#******* on 04/23/ 2025 your funds were sent back to your card.
  
  
  We appreciate your patience and understanding.
  
  Warm Regards,
  
  The Uphold Team

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,Im a retired veteran, honorably discharged, and a long-time believer in the potential of crypto. That trust has been completely shattered by my recent experience with Uphold.I transferred XRP from my Uphold wallet to my personal Trezor Safe 3. My first two test transactions were successful, but the third and largest transfer failed. Roughly 8 hours later, I received a notification that Uphold had terminated my account with no warning, restricting my access entirely.All the funds in my Uphold account were transferred directly from my personal savings accountthis was my hard-earned money. I provided everything Uphold asked for: proof of income, bank statements, identificationyet Ive received no response, no update, no resolution. My account is still locked, and my funds remain inaccessible.I filed a support ticket (#*******), and Im urging anyone considering Uphold to learn from my experience:STAY AWAY.This kind of treatmentespecially toward a verified, compliant customeris unacceptable. Im sharing my story publicly to protect others from similar experiences. If Uphold chooses to resolve this issue, I will update this post. Until then, I strongly recommend that investors avoid this platform.

  Business Response

  Date: 04/23/2025

  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated your concern.  
  
  We understand that you had some issues with sending and withdrawing your funds.  We sincerely apologize for any inconvenience this may have caused. 
  It appears the issue regarding your account restriction has since been resolved (per support case # *******).
  
  We greatly appreciate your feedback about your experience with our support team. Please be assured that we are continually working to improve our services.
  
  
  Warm regards,
  ***** and the Uphold Team

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I invested $5000 in Bitcoin through Uphold on April 5, then was advised on April 6 that my Uphold was in question and was later rejected from having an account (not sure why). I cannot withdraw my $$ because my account is "temporarily restricted" and has been for almost a week. I have continually tried through many forms of communication (several customer service tickets, emails, a letter to the CEO, instagram and now BBB. I'm not sure what else to do or where to turn but need this $$ to invest elsewhere asap.

  Business Response

  Date: 04/21/2025

  Hi *****,
  
  Thank you for reaching out.  Upon review of your account and related correspondence, I see that a decision was made by Uphold to terminate the relationship. This decision was made in accordance with our security and compliance protocols, which are designed to safeguard both our customers and our platform. We understand this may not be the outcome you hoped for, but as outlined in our General Terms and Conditions, we reserve the right to restrict or terminate platform access when necessary. 
  
  In regards to the remaining funds in your account, your latest *** deposit was performed on March 24, 2025. Due to the limitations of the *** Network, Uphold does not perform refunds on *** transactions until 65 days after the last deposit. The quickest method for having your funds returned is to request the funds be recalled by your bank. If your bank is unwilling to do this, we will process your refund 65 days after the last *** deposit. As such, your refund will be processed on May 28, 2025.
  
  The decision to discontinue a relationship with a customer is difficult and made with careful consideration. While this decision is unfortunate, we wish you all the best in your future endeavors.
  Thank you for your understanding.
  
  Sincerely,
  ***** and the Uphold Team
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased crypto on Uphold exchange for a few months. I have done all verification processes and been allowed to trade and deposit since the beginning. However, tonight I went to move my XRP off the exchange and into my Xaman wallet. I went through all steps and verifications but Uphold held the transaction and stated they were reviewing this. Moments later I get a message from them stating they could no long offer me an account due to suspicious activity. Its my XRP to my wallet. Nothing suspicious at all. They shut off all methods for me to withdraw my money or crypto from the Uphold exchange. However, they do not restrict deposits of my cash. If Im suspicious why do they allow deposits and reject my withdrawals. This is unsatisfactory as I cant control my assets. I have no access to my funds because they decided it was suspicious. They have not support line and I have to wait for messages. I am at the markets risks while they wont fix the problem. I need help getting my account fully reinstated without any restrictions. Im even verified by my drivers license for ***. Please help as many are being take. Advantage of as the market raises and dips daily and is volatile. No business should be allowed to control my account, funds or crypto. Please make them reinstate my account with zero restrictions as I am a good standing customer. However due to this I need my crypto off their exchange.

  Customer Answer

  Date: 04/11/2025

  From: BLH <******************************************************>

  Sent: Friday, April 11, 2025 1:16 PM

  To: info <**********************************************************************************************>

  Subject: Re: Uphold Complaint

   

  Uphold today has resolved this to my satisfaction. You may close this complaint.

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I deposited $5,000.00 US Dollars, bought Assets, and waited the appropriate time for my money to clear from my bank. Then I tried to transfer my money out of Uphold. They sent me an email saying "Suspicious activity was found on my account." There is no way I did anything. I believe Uphold is doing this to alot of other people to keep funds in their company. This story is all over the internet. They are holding peoples money. They are not responding to any emails and not telling me how they are going to send me my money. Very scared. Here is a transaction history from their website of my account before they stopped everything on my account. I can no longer download this transaction report, but thank God that I was able to get this from their site. I have included all email corraspondants and pic of the transaction history I download from their site. Nothing suspicious and they will not give me my money back. I know you can see Crypto, but their app will let me sell all of it for US Dollars, so I can be liquid if that helps you fighting them.Trouble Ticket #******* I'm 55 and I do not have alot for retirement, was trying to use this money for an investment.Thank you so much in advance.Please help me.

  Business Response

  Date: 04/30/2025

  Hi *** ***,
  

  Thank you for reaching out. We understand your concerns regarding the recent closure of your account, and we appreciate the opportunity to provide some clarity.
  

  As part of our commitment to maintaining a secure and trustworthy platform, we utilize advanced systems and industry-standard tools to assess account and transaction risk. Following a recent review, your account was flagged as presenting a higher level of risk than our platform permits.
  

  Please know that this decision was not made lightly. While we understand this may be disappointing, our risk evaluation process is essential to protecting our users and the platform. For security reasons, we are unable to share the specific criteria or reverse the decision.
  

  Regarding your funds, weve confirmed that your ACH deposit of $5,000 was recalled by your bank. Additionally, a credit of $31.50the remaining balance in your accounthas been processed back to your bank. These funds should be visible within 57 business days.
  

  We sincerely apologize for any inconvenience this has caused. If you have any further questions, our support team is here to help.
  

  Thank you for your understanding.

  
  

• Initial Complaint

  Date:04/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lost all my money the 29th of November, 2024 when I decided to invest with this company. I put well over 200$ and they refuse to let me transfer this said money back into my bank accounts. Understanding this, and the ramifications of what this company is doing to people. Its despicable to say the least. Im so thankful that Im on the better side of life and this money isnt detrimental to me. I just want to see this business be brought to justice, as what theyre doing is one hundred percent criminal. I do appreciate the BBBs time, and do hope to stay in contact with you. If there is any update on the matter please let me know.

  Business Response

  Date: 04/22/2025

  Hello *******,

  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated your concern.  
  
  We understand that you had some issues with withdrawing your funds, and we sincerely apologize for any inconvenience this may have caused.
  Upon review of your account, it appears that your attempt to withdraw funds to a card via ***** Pay was declined by your bank.

   Please reach out to the bank for more information on the specific reason why the transaction was declined.
  When reaching out to your financial institution, verify the following: 
     Ensure their risk system is not restricting the transaction;
     Ensure that foreign transactions are allowed, as Upholds credit card processor is in the **;
     Funds are fully available within the account to cover both your transaction and the fee associated with it;
     All card data matches what is on the account, including name and address.

  Just to let you know, withdrawing funds via debit/credit card is only one of the multiple withdrawal options. 
  Please check our FAQ for all details - Available payment methods: *****************************************************************************************************

  We apologize for any inconvenience. As always, if you have any questions or concerns, please let us know.
  
  Best Regards,
     ***** and the Uphold Team

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company got my debit card thru regions bank and summit a debit of $562.00 that I did not authorized. This happened on March 3rd 2025. ******* did reverse that amount and put the money back in my account on March ********. Now on the 3rd of April ******* reverse the amount and debit it out of my account because this company show them that they had my Email and mailing address but I still did not authorized this transaction. So now ******* said I have to get in contact with the company, but they don't have a number for me to call. I did send them an email to ********************************** the only response I have gotten back is a ticket #*******. I have no clue as to what merchandise this is. I think this is a scam

  Business Response

  Date: 04/11/2025

  Hi *******,

  Thank you for contacting us.  Upon review, it seems our Support team responded to your ticket (#*******) and did not receive further details from you to investigate the matter.
  Please respond to the most recent e-mail on that ticket so that we may further assist you.

  Kind regards,

  ***** and The Uphold Team

• Initial Complaint

  Date:03/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wire transferred money into my uphold account to make a transaction faster and easier for an international transaction. Once they got my money, I tried to make the transaction. They put it under review, rejected it, and then froze my funds so that I cant get them for over a week. This caused me to lose a deal and a lot of money. I refused to share information with them about where and to who Im sending money. They then froze my assets. Infringing on my rights to privacy is no excuse for this behavior

  Business Response

  Date: 04/06/2025

  Hi ****,

  Thank you for contacting Uphold through the Better Business Bureau. We apologize for the delayed response and appreciate your patience while investigating your concerns.
  

  Your initial withdrawal request was returned due to concerns with the destination wallet.  These concerns were shared with you by our fraud team.
  However, I have confirmed that your related service ticket(s) have since been resolved and subsequent withdrawal attempts were successfully processed.

  If you have any other questions or concerns, please let us know. 
  
  Thank you,
  The Uphold Team

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****