Topic: Coinbase support experience (Read 219 times)

Coinbase is more popular for delaying the support service but I guess you shouldn’t be much worried as at the end, you will get everything fixed. I have seen people complaining about the delay of support; they are always late but in most cases, you will get the solution. Don't be hurry and create same request twice. That will delay the process more.

Thanks you for your suggestions. I have used Electrum for few months now and I do not think I have used phishing site, otherwise my btc would have been transferred to somwhere else already.

So you decided to use Electrum wallet, make sure you verify your wallet.

• [GUIDE] How to Safely Download and Verify Electrum (@DireWolfM14)
• It is bad if you download a wallet from a phishing site and install it, use to to store your BTC and broadcast your transactions
• Official website: https://electrum.org/#download. Anyway, as said, don't trust me, verify it
• If you need help when using Electrum wallet, ask there Electrum child board

It took almost 6 days, but my issue has been resolved and I transferred my btc to electrum wallet.
I would say its not too bad since my case was difficult. Overall I am happy that it did not take longer.

Me personally they are terrible for support. Took them MONTHS to answer a support ticket. Can you believe that?

They used to have some form of phone support although I'm not sure how effective it was. It didn't seem like they wanted people calling them.

I will explain once more step by step how everything happened.

1. I saw an email that someone added 2nd fa authenticator and changed phone number in my coinbase account.
2. I immidiately contacted with coinbase and locked my account.
3. I went through verification process to get my account unlocked again. It did get unlocked, but 2nd fa authenticator was still on.
4. I explained them that it was not me who added this and thats not my phone number.
5. They told me to create new temporarily coinbase account, verify it and add my phone number there. Then they will add this phone number to my real coinbase account and delete temporarily account. (It did get deleted already.)
6. After that I was told to wait 48h and I would have full access to my account again.
7. After 48h I was still not able to log in and I contacted with coinbase to ask what is going on.
8. I got new automated email "We have received your request to disable the two-factor authenticator for your Coinbase account. This request will be approved in 48 hours, and we will notify you by email once it has taken effect." (Same email which I got 48h ago already.) Also in their response they sent copy/pasted email that I will have to wait 48h.
9. From the start it has been 5 days, 2nd fa authenticator removal process has taken 75h and their last reply was 12h ago.

Did you disable your account or request for if to be deleted along with your personal details?
Also, what led you to disable or delete your previous account?
This would help you construct your messages to them in the hope that they do reply. Exchanges can easily hide behind their ToS and choose not to act on an issue. You can also try reaching out on social media, as this can elicit a response.

As a note, do not store funds on non custodian platforms, much less accounts that can make one lose sleep.

Binance support is also as bad. I'm having issues with my binance account. I'm trying to verify my identity in compliance with Binance T&C, I get a message that I have another registered account (which I deleted long time ago) with Binance so I can't verify two accounts. The crypto I have in the account is enough to cause me to lose sleep. I have contacted support and no response

Their customer support is so slow, be very aware of that. I don't know when your friend got help and assistance from them but ever since this bull market started, support has been so slow. They even sometimes put warnings on the support page suggesting that you may have to wait for a while before your issue gets sorted.

So brace yourself for a long wait.

Not your keys not your bitcoins. The image you provided shows the account was disabled. Have you contacted Coinbase support to understand the problem?  I do not like centralised exchanges they force users to perform kyc. I suggest you move your Bitcoin to a non custodial wallet.

Thanks for all replies and suggestions. I will surely move some of my btc to another wallet and hold them there.

What made me a bit anxious was that after 2 days when I provided everything they asked my account status when I tried to log in was https://imgur.com/ccPGjfP
but today when I checked account then it is this again https://imgur.com/H9XNWXP

It seems like they started whole process again? Something is surely going on.


Also that gives me a lot of confidence to see that it will take a lot of time for others aswell.

If the dates are these it means you've started having this issue somewhere Thursday-Friday and the 48 hours term was given to you during the weekend, a 24 hours delay would be understandable in these conditions, for Coinbase or any other exchange.

That being said Coinbase is really really slow on these, if I would have an issue with them and they would tell me 24h I would be prepared for 72h till an update.
Judging by what others have gone through with Coinbase numerous times in the past, both on this forum or on reddit,  especially since we're talking about more complex issues like this just a few hours is not really a thing of concern, it's the usual.


Probably an automated email as the issue is still not solved and their team still hasn't completed the migration.
I understand that there is a lot of money at stake but as I said, don't count on the support to actually fix things as fast as they claim.

LE:
 I've checked my emails for the mail when I asked them to remove the 2FA, the first reply from support was on the 12th, I don't have any more mails from support, probably I've deleted them, but a confirmation a new device signed in on the 17th, so I guess it was 5 days in my case. That was just removing 2FA.

It's obviously true about non custodial wallets with which you don't have to rely on any third-party to store, secure your Bitcoin and broadcast your Bitcoin transactions.

• Recommended wallets (@Jameson Lopp)
• [GUIDE] How to Safely Download and Verify Electrum (@DireWolfM14)
• Make sure to avoid wasting BTC for too high fees – step by step guide (Electrum). You are free to choose what fee rate to use for your transactions with non custodial wallets

Not your keys, not your coins, but make sure you do know how to verify wallets before you use it and how to back up your private key as well as recover your wallet from backup.

Not me personally, but Coinbase is quite notorious for having bad customer support. Can't 100% blame them though, being one of the biggest exchanges today, and with bitcoin rising up back to the $50k mark(hence chances are there are more users, hence more issues).

Unfortunately it seems like you have no other choice but to wait. And while you're waiting, probably learn about self-custody. https://notyourkeys.org/

My account was compromised?

If your fund in the compromised account was locked, not moved yet, it is good and no worry, you are in the process to get support from Coinbase to recover your account.

If you are in hurry, just bump your support ticket at Coinbase, and don't create a new support ticket because it would be assigned to another staff and the communication flow for your case can be missed somewhat.

Back to your account, why did it was compromised?

• From your content, it seems you did not turn the 2FA on before the hack. That is very bad. 2FA is one of most vital thing in crypto
• I am not sure you experienced it or not. Just my advice, if you turn on 2FA, make sure you back up the code you use to activate it. Why? Later, in case you need to recover your 2FA (mobile broken, for example), you will manage to do it yourself and won't have to go with support ticket

Almost 5 days ago my Coinbase account got compromised. They added 2nd fa google authenticator and changed phone number.
I am not blaming coinbase on this.

I immidiately locked my coinbase account and started verification process again to get my account back. I changed my coinbase account password and email password.
I send them all documents they required. After few days they told me to create a new account, verify it with same documents and add my phone number there. Then they will transfer this phone number to my other account and delete temporarily account. This process will take 48h and after that I should have full access to  my account again.

Its been 75h since then and I dont have access to my account. I messaged them again and got automated response which I did get earlier aswell that it will take 48h.
Then I got another automated email from coinbase that they have got my request for 2nd fa authenticator removal and it will take 48h. Seems that they started whole process again? Whats the purpose on it?

I have good amount of money locked there and I am not yet worried about it. Also I know that noone could do anything, but I wanted to ask if someone has gone through this process before and had similar problems? I asked from my friend who previously lost his phone and went through this process, he got access to his account within 2 days.