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Business Profile

Apps

Abra

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 57 total complaints in the last 3 years.
  • 51 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/03/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    The app stopped allowing us investors so i was told to remove my dings but they would t let me remove funds because they said b each coin had a minimum to withdraw. They took my ****** without the ability to withdraw

    Business Response

    Date: 01/06/2025

    ********* received multiple emails regarding changes in services regarding US customers. Within those emails, it outlined how customers could exchange or withdraw their funds prior to the changes made to US services. If Ms. ****** still has access to her Abra wallet she can still exchange cryptocurrencies and withdraw them to any exchange or external wallet.

  • Initial Complaint

    Date:11/19/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 an account with ********************. I just found out today, it closed already. I never received an email to transfer my Dogecoin cryptocurrency. How do I get back my money. Its not fair. Its a hard earned money. I bought the coin around 2018. Value is now much higher.

    Business Response

    Date: 11/19/2024

    Abra stopped supporting retail services for US customers (**** is a US territory and falls within its jurisdiction) as of August 2023 and informed customers for months up until that point to withdraw their funds from the app to avoid the loss of funds. 

    At this point, Ms. ********** can reach out to support but access to the app is limited if she still has the app on her device we can assist. However, if she has deleted the app then, unfortunately, the Abra retail app is no longer available in the **.

  • Initial Complaint

    Date:11/19/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    ABRA would not allow anyone to withdraw funds, and has stolen thousands from people. I did get an email a couple of years ago about withdrawing funds, but they never let me actually do it. I have many emails from customer support telling me I didnt do something right, or that I should be able to sign in, but you cant restore your wallet. Ive got the recovery phrase, pin, password, etc but it only gives an error message. I invested in ***, ***, XRP and others, with them, back around 2018, so it should be worth a lot today. Ive tried filing for the court settlement, but nothing has happened there either, so I dont know what to do. They shouldnt be able to just take your money, and not even let you into your account. Even when they pretended you could withdraw funds (I didnt find any emails at first, but maybe they were in junk mail, its been so long, I cant remember ), they still wouldnt actually let you get your money out. Id like my funds, and not the investment from 5-6 years ago, that money is worth a lot more now. Its hard to trust any company not to steal from you these days.

    Business Response

    Date: 11/19/2024

    Abra stopped supporting retail services for US customers as of August 2023 and informed customers for months up until that point to withdraw their funds from the app to avoid the loss of funds. 

    At this point, Ms. ******* can reach out to support but access to the app is limited if she still has the app on her device we can assist. However, if she has deleted the app then, unfortunately, the Abra retail app is no longer available in the **.

  • Initial Complaint

    Date:11/15/2024

    Type:Billing Issues
    Status:
    Answered
    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 opened an Abra wallet in 2019 shortly incarcerated after that but in 2020 I gave my wife all the information to get into the account via **************************************************************************************************************************************************** the attachment showing transaction deposit I even got the credit card I made the deposit with still Abra won't reflect my account using 13 word recovery phrase I bought into Doge coin at ********** I put 200 $USD INTO AND COULD HAVE OVER A COUPLE MILLION DOGE COINS I BOUGHT THROUGH Abra Wallet and won't give me access to my account given I have everything required to get into my account why they won't answer I keep getting automated emails then all of sudden know I don't get emails from the Abra Wallet and had the nerve to send me a 80 page agreement signed automatically by them as if i did but did not help me and my family

    Business Response

    Date: 11/19/2024

    ********* reached out to the Abra support team reporting his recovery phrase is not pulling up his assets. The support team provided additional information regarding how to recover a wallet and in ********** **** he has 7 wallets linked to email address which means each has its own recovery phrase.

    If ********* does not have the correct recovery phrase, the one linked to the only wallet that has funds on it, then ********* funds are considered lost.

    However, if ********* does have the recovery phrase from wallet: VFEPM1N then he will see that his assets NEO, ZRX, EOS and DOGE were all exchanged into ***. The reason this occurred is that those assets when purchased were synthetic and always BTC (under the hood). If a wallet is dormant for a long period of time Abra will exchange those funds back to ***, which was the **** for *********. He still has his fund just in ***.

    ********* can open the wallet if he has his recovery phrase and withdraw his funds at anytime.

    This **** is considered closed

  • Initial Complaint

    Date:07/19/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Abra indicated they sent emails to withdrawl money from account. I did not received these emails; perhaps they went to junk mail. Abra is now telling me because I did not withdraw my funds by a certain date, they are now considered lost.

    Business Response

    Date: 08/02/2024

    After a careful review of the information provided in the complaint, the Company determined it could not locate an account for such customer in our records. Should the customer believe this is an error, they may contact the company at ********************************** 

  • Initial Complaint

    Date:05/07/2024

    Type:Product Issues
    Status:
    Answered
    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 add Etherum crypto to the app. They said that my deposit not reach out the minimum and is not displaying to be used or withdrawn. Multiple contacts where they keep just sending the same canned response and keep retaining my money. I need that money withdrawn to my bank account now! And they are robbing my money

    Business Response

    Date: 08/29/2024

    Mr. ****** reached out to Abra Support reporting he had deposited *** into his Abra wallet and the funds had yet to show up on his Abra wallet. The Abra support team explained to **************** that he had sent less than the minimum. The minimum is listed in the Abra app when an Abra customer sees the *** address in which to deposit to. If a customer sends less than the minimum the funds will not reflect on the Abra wallet until the customer reaches the minimum, they will simply sit on the blockchain. Once the customer sends enough or more than enough to reach the minimum required for *** to reflect in the Abra wallet those funds will reflect on Mr. ******** Abra wallet. 

  • Initial Complaint

    Date:04/08/2024

    Type:Billing Issues
    Status:
    Answered
    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 used to have a personal account with **********************. It was closed in July 2023 due to ABRA's US regulatory issues around their personal business. In February 2024, I requested my 2023 transaction file, just like I did last year. The file did not contain the same information and omitted one key piece of data which I do need for my own filing purposes. ABRA have refused to provide the information without providing any solid reasons why they cannot. I am not seeking a tax report or advice, just the same transaction report.

    Business Response

    Date: 08/29/2024

    ****************** reached out to Abra Support requesting additional information regarding her transactions for tax purposes. The support team provided her with her transaction history, which documents every transaction from that year the customer can use that as they choose. ******************** does not act as an advisor in legal and/or tax matters and suggests customers contact their own tax advisor with any questions regarding filing taxes. 

    Customer Answer

    Date: 09/01/2024

     
    Complaint: 21499770

    I am rejecting this response because: The reason I submitted a complaint is because, while ABRA did provide a statement, the statement did not contain the dollar value of the asset, like it did in previous years and is what I required to submit my tax return. I was simply asking for something that I had received without an issue in previous years. The information they provided was incomplete and when I asked for the information several times, I was met with the high level legal statement.

    Sincerely,

    *******************************

    Business Response

    Date: 09/05/2024

    ****************** reached out to Abra Support requesting additional information regarding her transactions for tax purposes. The support team provided her with her transaction history, which documents every transaction from that year the customer can use that as they choose. ******************** does not act as an advisor in legal and/or tax matters and suggests customers contact their own tax advisor with any questions regarding filing taxes. 

  • Initial Complaint

    Date:03/29/2024

    Type:Product Issues
    Status:
    Answered
    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 received emails from Abra mentioning the shutdown of their app. I was unable to access my account, and I contacted them multiple times, in every format possible, and they have not replied. I would like a statement of the crypto I had held with their app and a resolution as I complied with their deadline but their team decided not to reply multiple times to my request for help accessing the account.

    Business Response

    Date: 09/10/2024

    ********** reached out to Abra Support on September 7th, 2023 reporting he did not have access to his Abra wallet. Mr. ******* was experiencing a bug, our support team escalated this issue to our engineering team to resolve the issue and informed Mr. ******* his wallet was active and he had access again. Mr. ******* did not reach back out to report any other issue. This case is considered closed.  

    Customer Answer

    Date: 09/10/2024

     
    Complaint: 21497882

    I am rejecting this response because:

    I absolutely did reach out multiple times since September 7, 2023, the latest being May 6, 2024 at which point Abra refused to respond. What they are doing here with this BBB complaint is hoping I dont reply with reality so they can look like they resolved this complaint. A CFPB was filed and Im including my May 6th response (again, of which they are acting like never occurred) below.

    Please note that Abra is under extensive legal proceedings throughout the ** and I would advise that no users use their service. Im not even clear if theyre offering services in the ** any longer due to their corrupt CEO and practices (takes an easy ****** search).

    Yes, I did, and I am now able to access my account. Your response to my **** was incorrect as I responded several times to your team after September 7th without reply, ending in the complaint. I understand your company may have been inundated with issues at that time but it should have at least been responded to correctly via the complaint.

    Regarding withdrawing my assets, you no longer allow users to sell to USD, practically only withdraw. I no longer want to be an Abra member but see you have a relatively high minimum to withdraw. Why and what options are there to liquidate my account given that I no longer want to be a member? Minimums or something should be waived.

    Sincerely,

    ******* *******

  • Initial Complaint

    Date:03/26/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Hello,Abra has effectively stolen the Bitcoin that I had in a wallet with them. They claim that since I did not transfer my funds out of my account by last June, 2023 the funds are "considered lost". They have stopped responding to me, and refuse to tell me where the funds actually went. I've asked them to transfer me my BTC to my wallet 39M2WCBMWaTBARaTEyofsHju2ERtWuEo6b They've locked me out of my account and I cannot download my transaction history but I've put in ***** USD back in 2016 but I don't have the conversion of BTC. It is likely valued at over $5k right now.

    Business Response

    Date: 10/22/2024

    Mr. ******* completed a withdrawal of all their funds from the Abra app on Wed 07/03/243 and the *** transaction hash is: ************************************************************************************
    This case is considered closed. 

  • Initial Complaint

    Date:03/20/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 an online crypto wallet with them and they have stopped providing services to small investors under ****** from trading. They lost my coins even tho they still offer services outside the ** and to larger investors here in the states. I just want my coins out of that platform to my own wallet

    Business Response

    Date: 10/22/2024

    From our records, we do not see any tickets that show Mr. **** had any issues withdrawing funds from the Abra app. If Mr. **** was unable to withdraw his funds from the Abra app, he will need to reach out to Abra Support. 
    This case is considered closed. 

Abra is NOT a BBB Accredited Business.

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