Topic: The WORST support ever. Meet Coinbase. - page 2. (Read 373 times)

Thanks for advice. However, I always ensure that I am uploading quite high quality photos and tried also PDF. No success.

Any recommendations?

my experience with coinbase: they usually respond with boilerplate emails at least 2-3 times. if you don't keep pushing, they will mark your ticket solved and won't forward it to the next line of customer service reps.

are you having trouble verifying via webcam? i had the same issues when i verified---repeated failure, supposedly low quality. screw the webcam, download the mobile app, and use your smartphone camera instead. that worked like a charm for me.


are their offices actually closed? financial services are exempt from the stay at home order. https://covid19.ca.gov/img/EssentialCriticalInfrastructureWorkers.pdf

This is interesting, I haven't thought about it this way. You're right, it would be fine if the reason is just the fact that they cannot access the documents from home, only from workspace. However, I doubt that this is the main reason why they are in such delays.

Could you guys recommend me any exchange/site which do you use, and which is capable of all things I described above?

Sure, it's a common practice, but it's not without risk and adds additional security considerations to any set up, from ensuring login credentials are kept secure to educating employees about preventing unauthorized access to their work laptops or devices. Given that processing KYC documentation isn't exactly a critical or time sensitive process in the vast majority of cases, I would hope for the sake of Coinbase's users that they aren't allowing remote access to their KYC documents, particularly since it isn't even Coinbase themselves who will be processing these documents but some third party they have farmed the work out to.

Their Privacy Policy states that they "enforce physical access controls" to their data, which I would hope would therefore mean only employees who can be verified in person on site can access the data. Having said that, Coinbase have previously sold users' data to third parties, so their Privacy Policy isn't exactly something you hang your hat on.

I don't know about Coinbase specifically, but it's not unheard of for employees to work on and have access to sensitive information on their work-issued computers from home (often using a work VPN). As long as only they don't/can't install anything at will on that computer, and don't leave the computer/login info unattended for strangers to peruse, it's not a big deal. Only those who actually need access to PII for work-related reasons should have access to it to minimize the risk of leaks or abuse, let's hope Coinbase is big enough to be at least on top of this.

As your issue with Coinbase is regarding verifying your identity against scanned documents, I would really hope that this could not be solved by someone working at home. A database of KYC documents shouldn't be able to be accessed from external connections, and you wouldn't want your documents to appear on a computer screen in an employee's home where they could be easily copied at will or viewed by any housemates or other occupants. Sending KYC documents to an exchange is a big enough risk as is without also distributing them to employee's houses.

Coinbase only figured out how to batch their transactions last month. Incompetence is the name of the game for them. They do hold a reputation for having particularly awful support, though.

This is great, didnt expect so many responses that quickly.

Ad lockdown, I am experiencing lockdown myself in my country as well. However, I dont see this as an apology for inconvenience like this, because I consider home office absolute standard for these services. (By the way, Kraken and its support is absolutely excellent and quickly responding to any issue, by live chat or email, everything works. So in case of a company so large like Coinbase, for me this is just incompetence.)

I have been trying so 'hard' for few reasons.

First, given quite much effort to get through that signup process and was not able to simply give it up and tried it as I believed that one will be accepted. As they are just documents with details which they already have about me, for me it didnt matter, if its 1 or 5 docs with address and stuff. (im talking about address verification, not ID. This one passed on first try.)

Also I received positive references on coinbase - they should have low fees and I considered them to be one of the leaders.

But the main reason is that I wanted to have one place where I can
- deposit directly from card,
- buy, exchange and also withdraw various coins directly to my wallet,
- with low fees,
- trusted and verified service with reachable support in case of any problems.

Currently I am using one service for card deposit and buy basic coins, and for other altcoins another service (Kraken) as Kraken doesnt provide card deposits.

Could you guys maybe recommend me where could do all this on one place? What services do you use and why?

Thanks for advices.

I have a coinbase account and had no problems with them but because of this lack of issues I had no need to contact their support.

Why are you trying so hard to get a coinbase account? There's so many competing exchanges. You can always go somewhere else. I have a binance account and I did not send them any of my documents. On many platforms if you don't exchange big money every month you don't even have to verify .

Most IT companies have all their employees working from home at this point so you can expect some delays everywhere.

Yeah 5 documents is a huge amount to send. I remember only sending one and saying "if this doesn't get approved, I'm giving up" and it did within an hour or so.

A lot of comopanies are off and, especially if you're in Europe, expect a response when the virus is passed. The virus + gdpr means they've probably left bots to deal with everything (especially in places with lockdowns) and they probably won't be classed as an essential service in a lot of countries so will have been shut down (they might still be functioning in the UK though and outside of europe although a lot of companies use romania or india to deal with their support and if either of those are in a full lockdown both will be really slow to deal with stuff).

And yeah, from my sources san francisco wasn't allowing much movement at all.

Knew it. Unfortunately, Kraken is also in the SF area, and Gemini is in NY(which is also under lockdown). Looks like you're going to wait a while OP. But look at the bright side— you have the perfect excuse to try out non-custodial exchanges like Bisq and HodlHodl.

    Yeah op is trying to open an account with a company that is mostly located in San Francisco area.  There is a heavy lockdown in that area so service is going to suck big time.

Give it a rest for a while they may get better next month.

I'm definitely not going to side with Coinbase here(for obvious reasons), but my guess is that the bad bot-like support might most probably be due to the quarantine. They currently probably lack the manpower.

With that said, FIVE documents? I would've quit after 2 failed document submissions. I wouldn't be able to stomach the fact that one single entity has hold of 5 documents of mine. In this case Coinbase sure made LocalBitcoins look like a saint LOL.

Hi,
I want to beware you all not to be very excited about signing up, or even depositing money at coinbase. It is already third week (!) since I started my signup process. The support is ABSOLUTELY HORRIBLE. They often reply just the copypasted response about escalation and doesnt care. First I was not able to even complete the signup process form because of bug in address field acceptation. Next, as I resolved this on my own - the system did not accept special character in my address WITHOUT any error message describing what is wrong (with NO assistance at all from them! even despite I sent maybe 3 emails with detailed description of my issue). It took cca one week of attempts (as there are only 3 attempts in 24 hours, and without feedback its hard to spot what is wrong) now I am unable to verify my identity, although I have sent maybe 5 different documents (at least 4 of them were 100% eligible).

TLDR: Go elsewhere. They may be the largest exchange but the support is AS TERRIBLE AS POSSIBLE. I have NEVER seen such tragedy of a support, EVER.

And if you are an active user. PRAY to the god that you will NEVER need support. They do not care at all and the response time are infinity.

There are MUCH better options. DO NOT trust them with your money as if anything happens, no one will help you.

Cheers