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Business Profile

Financial Services

Coinbase, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:

    BBB’s business profile for Coinbase Inc. was created in September 2013. A review of complaints was completed in October 2024. Complaints on file state issues with logging into accounts and
    concerns of restricted accounts. 

    BBB recommends consumers review the links provided for consumer account information and assistance. BBB suggest consumers pay specific attention to Section 6.10 of the User Agreement concerning Suspension, termination, and cancellation. 

    https://help.coinbase.com/en/coinbase/managing-my-account

    https://www.coinbase.com/legal/user_agreement/united_states

Complaints

Customer Complaints Summary

  • 3,004 total complaints in the last 3 years.
  • 1,322 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/06/2025

    Type:Order Issues
    Status:
    Resolved
    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 really just want to Thank You Very Much for helping me with the Disaster I experienced with ************************* has been resolved.They are a terrible company to deal with. You're not even able to talk with someone on the phone. It's a recording, then the phone hangs ***** never would have been taken care of if it were not for YOU!!!!You were very fast contacting the company also.I totally appreciate it.Consider yourselves hugged!!!??

  • Initial Complaint

    Date:05/05/2025

    Type:Product Issues
    Status:
    Resolved
    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 March 21, 2025, I received a Bitcoin deposit into my Coinbase account, which I sold on March 31, 2025. Since then, I have attempted multiple times to withdraw the funds ($4,725.78), but the Coinbase app states that withdrawals are restricted for security reasons.I have spoken with multiple representatives and completed several identity verification steps, including submitting my ID, facial recognition, and a photo of myself holding my ID and the date.Despite fulfilling all requirements, my account remains restricted and I continue to receive vague responses with no resolution timeline. I am simply told to keep waiting.This delay has caused financial hardship and reflects a lack of transparency and accountability in Coinbases customer service. I request the ********************* help in obtaining the immediate release of my funds or a clear explanation for the continued restriction.

    Business Response

    Date: 05/07/2025

    Hello *********,

    Thank you for reaching out to us and reporting your concerns. Weve sent you an email containing more information regarding this report through case 23199296.

    If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding. 

    Customer Answer

    Date: 05/07/2025

     
    Complaint: 23291314

    I am rejecting this response because: (see attachment)

    Dear BBB,

    Coinbase response was generic and failed to address or resolve the issue. My funds$4,725.78have been restricted for over a month without clear justification, despite my full compliance with all security verification requests, including ID scans, facial recognition, and photo submissions.

    I am not asking for an updateI am demanding the immediate release of my funds. The ongoing delay is unacceptable and not addressed in their reply.


    Sincerely,

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

    Business Response

    Date: 05/08/2025

    Hello, *********. 

    Thank you for your time and attention regarding this concern. We have provided more information via support case ********. Please refer to the ongoing support ticket at your earliest convenience for the most accurate and up-to-date information regarding your concern.


    Customer Answer

    Date: 05/08/2025

    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,

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

  • Initial Complaint

    Date:05/02/2025

    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've canceled my account multiple times, withdrawn all the money out of my coinbase wallet, and every month I keep getting charged. Somehow, even though I cash out my balances, I end up with 45 cents here and 35 cents there and I keep playing this merry go round game with them and all I want is to cancel my account, because it's not worth $29/mo for the little I had in there. And at this point, why would I pay $30/mo for them to manage mystery pennies???? I've tried using their customer support chat multiple times and every time it seems I'm about to get a resolution, the chat conveniently crashes. Even when I'm on a stable wifi network. I even looked through my account to see what debit card they're charging, and can't find my payment information anywhere. Please help me get away from these people.

    Business Response

    Date: 05/05/2025

    Hello ******, 

    Thank you for reaching out to us and reporting your concerns about your account closure. Weve sent you an email containing more information regarding this report through case 23174101. 
    If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

    Kind regards,
    Coinbase Support

  • Initial Complaint

    Date:05/02/2025

    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 received a text from coinbase saying my account had been set up. I DID NOT OPEN AN ACCOUNT AND YOU CANNOT TEACH CUSTOMER SERVICE UNLESS YOU LOG IN!!! Obviously I cant log in and there better not be an open account with my name on it or Ill start legal proceedings. You companies that open up accounts without real verification are beginning to be a real problem. Did someone show my id when signing up in my name?????! What bank account did they use????? Without being able to contact you I cant find any of this out but you surely let someone use my information without verifying identity and if I can file a case against you for this I will!!!!!!!!!

    Business Response

    Date: 05/05/2025

    Hello *******,

    Thank you for contacting us and bringing to our attention your concerns regarding unauthorized activity. We have sent you an email with additional details about this report under case 23174222.

    If you have any further questions or need assistance, feel free to respond directly through your support case. We appreciate your patience and understanding.

  • Initial Complaint

    Date:05/02/2025

    Type:Sales and Advertising 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.
    They keep sending me coinbase information and I don't want anything to do with them.

    Business Response

    Date: 05/03/2025

    Hello ******,

    We hope youre doing well upon receiving our response to your BBB complaint.

    We understand that you want to opt out of marketing emails. Weve reached out to you via support case #******** to further assist you with your inquiry.

    Please reply to our email and we will be more than happy to assist you.

  • Initial Complaint

    Date:05/02/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    My complaint is thatt COINBASE has no in person customer support. There coding on the phone number directs you to the website. The website directs you to the phone number. Their emails direct you to the ********** April 2025 I locked my coinbase account due to suspected hacking attempt. A few days later I went through the verification steps and received an email saying my verification is complete and I can now log in. However coinbase will not log me in. The screen says sign in with the device that started recovery. I am using that device which is a MacBook Air.

    Business Response

    Date: 05/05/2025

    Hi Ed,

    Thank you for reaching out regarding the issues you faced accessing your Coinbase account.

    We've created a support case for you and sent you an email regarding this report. Your support case number is 23080383.

    If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. 

    Kind regards,
    Coinbase Support

    Customer Answer

    Date: 05/09/2025

    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,

    ** ********

  • Initial Complaint

    Date:05/02/2025

    Type:Product Issues
    Status:
    Resolved
    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 4/27/2025 Coinbase sent an email regarding a contest where you enter by opting in, making a trade, and then receive a confirmation email showing you are entered within 24 hours. On that same date I followed all of the steps and make a couple hundred dollars worth of trades. I never received a confirmation email. On 4/28/2025 I received another email regarding a contest where you can get entered to win 2 bitcoins for signing up for Coinbase 1. Again I signed up, payed for the service and then never received a confirmation email. Both contests ended on 4/30. On 4/29,4/30 and 5/1, I spoke with customer service regarding this issue. I was told multiple times that the request had been sent to a higher support team. I asked for email response from customer support and they refused. On 5/1 I stated that I would make a fraud complaint if I didnt receive a response. I never received a response. At this point it seems that they are offering these contests under false pretenses and are defrauding customers to make trades.

    Business Response

    Date: 05/02/2025

    Hi *******, 

    Thank you for reaching out regarding our ongoing sweepstakes. 

    We've created a support case for you and sent you an email regarding this report. Your support case number is #********.

    If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. 

    Kind regards,
    Coinbase Support

    Customer Answer

    Date: 05/02/2025

     
    Complaint: 23278365

    I am rejecting this response because:

    There should already be a case open for this if the other support agents did actually forward the request to the higher support team. This wasnt an actual resolution from the business, it was merely a response telling me that they may reply in another week. 


    Sincerely,

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

    Business Response

    Date: 05/05/2025

    Hello *******, 

    Thank you again for reaching out to us and reporting your concerns about the sweepstakes. We have sent you an additional email with updates regarding your case #********.

    If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding. 

    Kind Regards, 

    Coinbase Support

    Customer Answer

    Date: 05/06/2025

    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.

    This should have never been an issue. If the company had responded prior to the complaint I would have had no issue. It took reaching out to BBB to even get a response. 

    Sincerely,

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

  • Initial Complaint

    Date:05/01/2025

    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 am trying to reset my 2fa the system said it would take 10 mintues... It's been over 12 hours and still I have no response. my email is *********************

    Business Response

    Date: 05/02/2025

    Hello ********, 

    Thank you for reaching out to us and reporting your concerns about 2FA authentication. Weve sent you an email containing more information regarding this report through case #********.
    If you have any further questions or concerns, please dont hesitate to reply to us in your support case. Thank you for your patience and understanding.

    Kind Regards, 
    Coinbase Support

    Customer Answer

    Date: 05/02/2025

     
    Complaint: 23274352

    I am rejecting this response because:
    I accept the response and no further action will be taken by my part..... BUT,,,,

    I Think it's sad that it took me complaining to the BBB (which, great job and thank you to the BBB on their attention and follow up on this matter) in order to get Coinbase to finally respond to my numerous request for HELP.

    Otherwise I would have probably reminded unable to send my money anywhere off the platform. Luckily, I was able to find a way but not without first paying Hefty transaction FEES.

    I've always had an innate feeling that something was not quite right whenever I bought, sold and traded on their platform. 

    And, Now after this latest incident I can quite happily Declare I am DONE with Coinbase FOREVER.

    Never AGAIN will they see a Single ***** of mine for the rest of my life. 


    Sincerely,

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

    Business Response

    Date: 05/02/2025

    Hi ********, 

    Thank you for your response and I am sorry to hear about your overall experience. We are working diligently to solve your issue and have sent you an email with the necessary troubleshooting steps. You can refer to our email thread via support case #********

    If you have any further questions or concerns, please dont hesitate to reply to us in your ongoing support case. 

    Kind regards,
    Coinbase Support

  • Initial Complaint

    Date:05/01/2025

    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.
    Coinbase sent codes to my phone I lost phone found it not working The codes coinbase sent to my phone expired My phone number changed New phone number to android ******* note 3 codes were sent not able to change phone number not able to acces my account please send codes again to my new phone or email Not able to send Identificationon this phone again I have already sent to you on other phone. SOME HOW CAMERA NOT RESPONDING TO IDENTIY OPTIONS

    Business Response

    Date: 05/01/2025

    Hi ******

    Thank you for reaching out to us regarding the account access issue with your Coinbase account.

    Weve created a support case to assist you and have sent you an email with the details of your report. Your support case number is 23133978.

    If you have any further questions or concerns, please feel free to reply directly to your ongoing support case. Were here to help!

     

  • Initial Complaint

    Date:05/01/2025

    Type:Sales and Advertising 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 had my account hacked and realized that over &***** was taken by Coinbase. I was contacted by an agent who said not to call my bank. I thought this unusual do I called. After 40 minutes in the phone I was asked to go to ******* and get a card for 300$. This is outrageous! Im having trouble getting my money back !!!!

    Business Response

    Date: 05/01/2025

    Hi ****,

    Thank you for reaching out about the unauthorized activity in your Coinbase account. Were sorry to hear about your experience and understand how concerning this situation can be.

    To assist you, weve created a support case and sent you an email with the details of your report. Your support case number is 23135621.

    If you have any additional questions or concerns, please feel free to reply directly to your ongoing support case. Were here to help and resolve this matter as quickly as possible.

     

     

Coinbase, Inc is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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