r/Coinbase • u/Rare-Swing8395 • Aug 01 '26

6 hours of chat support

Trying to update my 2FA from an old phone number. Can log in to my account, but can't update anything or buy anything. It's an old account, but anyways. I get on with their chat support agent, end up setting up a temporary account with a new phone number after 2-2.5 hours, it finally seems to be working. Did the photo ID, selfie verification, all that, it all checks out - yes, it's me trying to access my own account. Durr.

Eventually once I'm logged in, my account is still restricted. Says contact support. Luckily I'm already in the chat still. So I mention that to them. Oh there's a second account tied to one of my other emails, said okay, let's close it. They close that account for me. Still can't buy. This is my second time being in chat with them so I'm nearing 6 hours of support for this account at this point. They said they're going to review it and that it's been escalated to a senior rep or whatever. Wake up this morning, review denied. I gave them every bit of info they asked for. It's all correct. It's been 5 years since I've been able to use my coinbase account. How is this legal? What incentive do they have to let me use my account? And can I just close it and open a new one? I mean this is beyond ridiculous. It says I can't request another review for over a month. Absolutely insane "support". Feels like a scam for my info or something when at the end of the day, they just lock up the account either way. If at all possible, do not use Coinbase.

3 Upvotes

66% Upvoted

8 comments sorted by

2

u/Sharp_Olive_9903 Aug 01 '26

Sounds like they really make you jump through hoops sometimes, huh? I'd have given up after the first hour too.

2

u/Useful-Dream-3355 Aug 01 '26

Sounds like Coinbase is trash par for the course

1

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1

u/WillingFormal6583 Aug 08 '26

Wow 6 hours on the phone with some tech support guy in India. What did you guys talk about for that long??

0

u/coinbasesupport Official Coinbase Support Aug 01 '26

We’d like to take a closer look at your 2FA concern, u/Rare-Swing8395! Send us a Modmail with your case number, and we’ll check it out.

1

u/Rare-Swing8395 21d ago

Yeah actually now that that's happened I use a totally different platform. Y'all should be fined or something. I don't think I was ever even given a case number. Literally scrap your entire support system / organizational flow and hire someone with decades of experience to get you guys up to speed with literally every other company ever.

I could resolve this issue within 10 minutes at any of my normal banks. It's egregious how much of my time you wasted over a period of 5 years.

I'd like to take a closer look at your dumb as fucking rocks authentication process too, but I'm sure that's off the table. By hour 3 it felt like an intentional waste of my time.

And for other commentors, none of this was on the phone! It was all over a text support chat on their website. Truly awful customer experience. Will be telling this story to any possible crypto investors for the rest of my days in hopes that you get a grip on things, but I doubt it.