{"id":"coinbase","page":"https://escalate.alexgaoth.com/#/c/coinbase","html":"https://escalate.alexgaoth.com/c/coinbase/","generated":"2026-10-15","company":{"id":"coinbase","name":"Coinbase","aliases":["coinbase inc","coinbase global","coinbase one","coinbase wallet","coinbase exchange"],"sector":"investing","parent":"Coinbase Global, Inc.","website":"https://www.coinbase.com","official_domains":["coinbase.com"],"security":{"never_asks":[{"kind":"policy","claim":"Coinbase says its staff will never ask for your password or 2-step verification codes, or ask you to transfer assets to a specific or new address, account, vault or wallet. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase says it will never ask you to contact an unknown number to reach it, and will not ask you to complete identity verification or upload documents on non-Coinbase domains. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"On May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States to take customer data, including names, addresses, phone numbers, emails, masked SSNs, government ID images and account balances. Coinbase said it was working to reduce the risk that the data is used in social-engineering attempts.","source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam emails can show \"Coinbase\" as the display name with a fake sender address. Coinbase says its real email addresses end with coinbase.com. Seen in a search-engine extract of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase","last_verified":"2026-10-13"}],"report_phishing":[{"id":"security-email","type":"email","label":"Email Coinbase security if a caller asked for sensitive information","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract of a Coinbase blog post on phone scams; coinbase.com blocked automated fetches on 2026-10-13.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}]},"regulators":["cfpb","ftc","sec"],"notes":"Coinbase, Inc. runs the U.S. crypto exchange; CFPB complaints are filed under \"Coinbase, Inc.\". Coinbase Capital Markets Corp is an active FINRA broker-dealer (CRD 10722). coinbase.com and help.coinbase.com returned HTTP 403 to automated fetches on 2026-10-13, so the Coinbase values below come from search-engine extracts of Coinbase's own pages unless the source is sec.gov, FINRA or the CFPB.","channels":[{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"support-phone","type":"phone","label":"Coinbase phone support","value":"+1-888-908-7930","purposes":["fraud","account_access"],"access":"human_only","notes":"Seen in a search-engine extract of a Coinbase blog post, which calls this its only support line and says other numbers found online are scams.","source":"https://www.coinbase.com/blog/avoiding-phone-scams","last_verified":"2026-10-13"},{"id":"account-loss-report","type":"web_form","label":"Report an account loss after a security incident","value":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"Page title seen in search results; not fetched.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"lock-account","type":"web_form","label":"Lock or unlock a compromised account","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","purposes":["fraud","account_access"],"notes":"Seen in search results. A locked account can still sign in, view balances and contact support, but cannot trade, send crypto or change settings.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","last_verified":"2026-10-13"},{"id":"restriction-help","type":"web_form","label":"Resolve an account restriction","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","purposes":["frozen_funds","account_transfer"],"access":"login","notes":"Seen in search results; not fetched.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","last_verified":"2026-10-13"},{"id":"security-email","type":"email","label":"Coinbase security email (after a suspicious call)","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract; not fetched.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"help-center"},{"rung":"written_complaint","note":"The User Agreement requires its Formal Complaint Process (a complaint form) before arbitration or small claims. A 2021 law firm summary gives the form as help.coinbase.com/en/contact-us/submit-a-complaint."},{"rung":"regulator","regulator":"cfpb"},{"rung":"state_agency","agency_kind":"financial_regulator","note":"Complain to your state financial regulator."},{"rung":"arbitration","note":"Appendix 5 of the User Agreement requires binding arbitration with limited exceptions, plus class action and jury trial waivers."}],"playbooks":[{"issue":"fraud","summary":"Lock the account, report the loss through the help center, and treat every unexpected \"Coinbase\" call as a scam.","evidence":["transaction IDs and wallet addresses","screenshots of messages","caller numbers","FTC or IC3 report number"],"steps":[{"do":"Lock the account at once if someone else may have access.","channel":"lock-account"},{"do":"Report the loss through Coinbase's help center.","channel":"account-loss-report"},{"do":"If a caller asked for codes, passwords or a transfer, hang up and email Coinbase security.","channel":"security-email"},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov, and to the FBI at ic3.gov.","regulator":"ftc"},{"do":"If Coinbase does not resolve it, file with the CFPB.","regulator":"cfpb"}],"facts":[{"kind":"compensation","claim":"For the May 2025 insider data theft, Coinbase said it intends to voluntarily reimburse eligible retail customers who sent funds to the threat actor as a direct result of the incident, after it reviews the facts. It estimated costs of about $180 million to $400 million for remediation and reimbursements.","issues":["fraud"],"source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase said the May 2025 incident did not involve passwords or private keys, and the contractors or employees involved could not access customer funds.","issues":["fraud"],"source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"}]},{"issue":"account_access","summary":"Recover access only through coinbase.com or the app; expect sends to stay disabled for a security period.","evidence":["account email","phone","government ID","date access was lost"],"steps":[{"do":"Use the account recovery flow on coinbase.com or in the app. Do not use phone numbers from search results.","channel":"help-center"},{"do":"Never give a password, 2-step code or recovery phrase to anyone who contacts you."}],"facts":[{"kind":"process","claim":"Coinbase help pages say account recovery for lost 2-step verification usually takes up to 48 hours, and sends stay disabled until the security period ends. Seen in search-engine extracts of the help center.","issues":["account_access"],"source":"https://help.coinbase.com/en/coinbase/managing-my-account/get-back-into-my-account/account-recovery-lost-email-2step-verification","last_verified":"2026-10-13"}]},{"issue":"frozen_funds","summary":"Ask in writing why the account is restricted; Coinbase says restriction reviews typically take up to 10 business days.","evidence":["restriction notice","support case number","ID documents requested","account statements"],"steps":[{"do":"Read the restriction notice in the account and answer any document request through Coinbase's own site.","channel":"restriction-help"},{"do":"If the review passes its stated time, open a support case and keep the case number.","channel":"help-center"},{"do":"Use the case number to file a formal complaint, then file with the CFPB and your state financial regulator.","regulator":"cfpb"}],"facts":[{"kind":"process","claim":"Coinbase help pages say restriction resolution and review typically take up to 10 business days, and some cases take longer. During a review you may still convert crypto to cash and withdraw cash to a verified bank account, depending on security and risk factors. Seen in search-engine extracts of the help center.","issues":["frozen_funds"],"source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","last_verified":"2026-10-13"}]}],"facts":[{"kind":"process","claim":"The Coinbase U.S. User Agreement requires its Formal Complaint Process before any arbitration claim or small claims action. The process ends when Coinbase responds or 45 business days after it receives the complaint, whichever comes first. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"kind":"policy","claim":"Appendix 5 of the U.S. User Agreement requires, with limited exceptions, that all disputes be resolved by binding arbitration, and contains a class action and jury trial waiver. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"claim":"The CFPB received 1,292 complaints about Coinbase, Inc. from July 1, 2025 to June 30, 2026. 895 were closed with explanation, 394 with monetary relief and 3 with non-monetary relief; 23 responses were not timely. The top issues were other transaction problems (340), fraud or scam (326) and money not available when promised (226).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Coinbase recommends a hardware security key or an authenticator app for 2-step verification instead of SMS, because phone numbers can be ported and stolen. Seen in search-engine extracts of Coinbase pages.","issues":["account_access","fraud"],"source":"https://www.coinbase.com/blog/security-psa-how-to-protect-yourself-from-phishing-attacks","last_verified":"2026-10-13"}],"known_blockers":["coinbase.com and help.coinbase.com block automated browsers; hand the browser to the person.","Support cases, loss reports and restriction reviews need sign-in."]},"playbooks":{"fraud":{"company":{"id":"coinbase","name":"Coinbase","sector":"investing","website":"https://www.coinbase.com","account_url":null},"issue":{"id":"fraud","name":"Fraud or scam"},"playbook_source":"company","summary":"Lock the account, report the loss through the help center, and treat every unexpected \"Coinbase\" call as a scam.","evidence":["transaction IDs and wallet addresses","screenshots of messages","caller numbers","FTC or IC3 report number"],"steps":[{"do":"Lock the account at once if someone else may have access.","channel":{"id":"lock-account","type":"web_form","label":"Lock or unlock a compromised account","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","purposes":["fraud","account_access"],"notes":"Seen in search results. A locked account can still sign in, view balances and contact support, but cannot trade, send crypto or change settings.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","last_verified":"2026-10-13"}},{"do":"Report the loss through Coinbase's help center.","channel":{"id":"account-loss-report","type":"web_form","label":"Report an account loss after a security incident","value":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"Page title seen in search results; not fetched.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"}},{"do":"If a caller asked for codes, passwords or a transfer, hang up and email Coinbase security.","channel":{"id":"security-email","type":"email","label":"Coinbase security email (after a suspicious call)","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract; not fetched.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}},{"do":"Report the scam to the FTC at ReportFraud.ftc.gov, and to the FBI at ic3.gov.","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"do":"If Coinbase does not resolve it, file with the CFPB.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"support-phone","type":"phone","label":"Coinbase phone support","value":"+1-888-908-7930","purposes":["fraud","account_access"],"access":"human_only","notes":"Seen in a search-engine extract of a Coinbase blog post, which calls this its only support line and says other numbers found online are scams.","source":"https://www.coinbase.com/blog/avoiding-phone-scams","last_verified":"2026-10-13"},{"id":"account-loss-report","type":"web_form","label":"Report an account loss after a security incident","value":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","purposes":["fraud","unauthorized_charge"],"access":"login","notes":"Page title seen in search results; not fetched.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"lock-account","type":"web_form","label":"Lock or unlock a compromised account","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","purposes":["fraud","account_access"],"notes":"Seen in search results. A locked account can still sign in, view balances and contact support, but cannot trade, send crypto or change settings.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","last_verified":"2026-10-13"},{"id":"security-email","type":"email","label":"Coinbase security email (after a suspicious call)","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract; not fetched.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}],"facts":[{"kind":"compensation","claim":"For the May 2025 insider data theft, Coinbase said it intends to voluntarily reimburse eligible retail customers who sent funds to the threat actor as a direct result of the incident, after it reviews the facts. It estimated costs of about $180 million to $400 million for remediation and reimbursements.","issues":["fraud"],"source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase said the May 2025 incident did not involve passwords or private keys, and the contractors or employees involved could not access customer funds.","issues":["fraud"],"source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"process","claim":"The Coinbase U.S. User Agreement requires its Formal Complaint Process before any arbitration claim or small claims action. The process ends when Coinbase responds or 45 business days after it receives the complaint, whichever comes first. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"kind":"policy","claim":"Appendix 5 of the U.S. User Agreement requires, with limited exceptions, that all disputes be resolved by binding arbitration, and contains a class action and jury trial waiver. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"claim":"The CFPB received 1,292 complaints about Coinbase, Inc. from July 1, 2025 to June 30, 2026. 895 were closed with explanation, 394 with monetary relief and 3 with non-monetary relief; 23 responses were not timely. The top issues were other transaction problems (340), fraud or scam (326) and money not available when promised (226).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Coinbase recommends a hardware security key or an authenticator app for 2-step verification instead of SMS, because phone numbers can be ported and stolen. Seen in search-engine extracts of Coinbase pages.","issues":["account_access","fraud"],"source":"https://www.coinbase.com/blog/security-psa-how-to-protect-yourself-from-phishing-attacks","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"The User Agreement requires its Formal Complaint Process (a complaint form) before arbitration or small claims. A 2021 law firm summary gives the form as help.coinbase.com/en/contact-us/submit-a-complaint.","candidate_channels":["security-email"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Complain to your state financial regulator.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Appendix 5 of the User Agreement requires binding arbitration with limited exceptions, plus class action and jury trial waivers."}],"known_blockers":["coinbase.com and help.coinbase.com block automated browsers; hand the browser to the person.","Support cases, loss reports and restriction reviews need sign-in."],"security":{"official_domains":["coinbase.com"],"never_asks":[{"kind":"policy","claim":"Coinbase says its staff will never ask for your password or 2-step verification codes, or ask you to transfer assets to a specific or new address, account, vault or wallet. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase says it will never ask you to contact an unknown number to reach it, and will not ask you to complete identity verification or upload documents on non-Coinbase domains. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"On May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States to take customer data, including names, addresses, phone numbers, emails, masked SSNs, government ID images and account balances. Coinbase said it was working to reduce the risk that the data is used in social-engineering attempts.","source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam emails can show \"Coinbase\" as the display name with a fake sender address. Coinbase says its real email addresses end with coinbase.com. Seen in a search-engine extract of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase","last_verified":"2026-10-13"}],"report_phishing":[{"id":"security-email","type":"email","label":"Email Coinbase security if a caller asked for sensitive information","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract of a Coinbase blog post on phone scams; coinbase.com blocked automated fetches on 2026-10-13.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":0.95,"sources":{"primary":38,"other":2},"verified_from":{"page":16,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 95% of 40 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Coinbase, Inc. runs the U.S. crypto exchange; CFPB complaints are filed under \"Coinbase, Inc.\". Coinbase Capital Markets Corp is an active FINRA broker-dealer (CRD 10722). coinbase.com and help.coinbase.com returned HTTP 403 to automated fetches on 2026-10-13, so the Coinbase values below come from search-engine extracts of Coinbase's own pages unless the source is sec.gov, FINRA or the CFPB.","warnings":[]},"account_access":{"company":{"id":"coinbase","name":"Coinbase","sector":"investing","website":"https://www.coinbase.com","account_url":null},"issue":{"id":"account_access","name":"Account access"},"playbook_source":"company","summary":"Recover access only through coinbase.com or the app; expect sends to stay disabled for a security period.","evidence":["account email","phone","government ID","date access was lost"],"steps":[{"do":"Use the account recovery flow on coinbase.com or in the app. Do not use phone numbers from search results.","channel":{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"}},{"do":"Never give a password, 2-step code or recovery phrase to anyone who contacts you."}],"channels":[{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"support-phone","type":"phone","label":"Coinbase phone support","value":"+1-888-908-7930","purposes":["fraud","account_access"],"access":"human_only","notes":"Seen in a search-engine extract of a Coinbase blog post, which calls this its only support line and says other numbers found online are scams.","source":"https://www.coinbase.com/blog/avoiding-phone-scams","last_verified":"2026-10-13"},{"id":"lock-account","type":"web_form","label":"Lock or unlock a compromised account","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","purposes":["fraud","account_access"],"notes":"Seen in search results. A locked account can still sign in, view balances and contact support, but cannot trade, send crypto or change settings.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"Coinbase help pages say account recovery for lost 2-step verification usually takes up to 48 hours, and sends stay disabled until the security period ends. Seen in search-engine extracts of the help center.","issues":["account_access"],"source":"https://help.coinbase.com/en/coinbase/managing-my-account/get-back-into-my-account/account-recovery-lost-email-2step-verification","last_verified":"2026-10-13"},{"kind":"process","claim":"The Coinbase U.S. User Agreement requires its Formal Complaint Process before any arbitration claim or small claims action. The process ends when Coinbase responds or 45 business days after it receives the complaint, whichever comes first. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"kind":"policy","claim":"Appendix 5 of the U.S. User Agreement requires, with limited exceptions, that all disputes be resolved by binding arbitration, and contains a class action and jury trial waiver. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"claim":"The CFPB received 1,292 complaints about Coinbase, Inc. from July 1, 2025 to June 30, 2026. 895 were closed with explanation, 394 with monetary relief and 3 with non-monetary relief; 23 responses were not timely. The top issues were other transaction problems (340), fraud or scam (326) and money not available when promised (226).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Coinbase recommends a hardware security key or an authenticator app for 2-step verification instead of SMS, because phone numbers can be ported and stolen. Seen in search-engine extracts of Coinbase pages.","issues":["account_access","fraud"],"source":"https://www.coinbase.com/blog/security-psa-how-to-protect-yourself-from-phishing-attacks","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"The User Agreement requires its Formal Complaint Process (a complaint form) before arbitration or small claims. A 2021 law firm summary gives the form as help.coinbase.com/en/contact-us/submit-a-complaint.","candidate_channels":["security-email"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Complain to your state financial regulator.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Appendix 5 of the User Agreement requires binding arbitration with limited exceptions, plus class action and jury trial waivers."}],"known_blockers":["coinbase.com and help.coinbase.com block automated browsers; hand the browser to the person.","Support cases, loss reports and restriction reviews need sign-in."],"security":{"official_domains":["coinbase.com"],"never_asks":[{"kind":"policy","claim":"Coinbase says its staff will never ask for your password or 2-step verification codes, or ask you to transfer assets to a specific or new address, account, vault or wallet. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase says it will never ask you to contact an unknown number to reach it, and will not ask you to complete identity verification or upload documents on non-Coinbase domains. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"On May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States to take customer data, including names, addresses, phone numbers, emails, masked SSNs, government ID images and account balances. Coinbase said it was working to reduce the risk that the data is used in social-engineering attempts.","source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam emails can show \"Coinbase\" as the display name with a fake sender address. Coinbase says its real email addresses end with coinbase.com. Seen in a search-engine extract of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase","last_verified":"2026-10-13"}],"report_phishing":[{"id":"security-email","type":"email","label":"Email Coinbase security if a caller asked for sensitive information","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract of a Coinbase blog post on phone scams; coinbase.com blocked automated fetches on 2026-10-13.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":0.95,"sources":{"primary":38,"other":2},"verified_from":{"page":16,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 95% of 40 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Coinbase, Inc. runs the U.S. crypto exchange; CFPB complaints are filed under \"Coinbase, Inc.\". Coinbase Capital Markets Corp is an active FINRA broker-dealer (CRD 10722). coinbase.com and help.coinbase.com returned HTTP 403 to automated fetches on 2026-10-13, so the Coinbase values below come from search-engine extracts of Coinbase's own pages unless the source is sec.gov, FINRA or the CFPB.","warnings":[]},"frozen_funds":{"company":{"id":"coinbase","name":"Coinbase","sector":"investing","website":"https://www.coinbase.com","account_url":null},"issue":{"id":"frozen_funds","name":"Account frozen or closed"},"playbook_source":"company","summary":"Ask in writing why the account is restricted; Coinbase says restriction reviews typically take up to 10 business days.","evidence":["restriction notice","support case number","ID documents requested","account statements"],"steps":[{"do":"Read the restriction notice in the account and answer any document request through Coinbase's own site.","channel":{"id":"restriction-help","type":"web_form","label":"Resolve an account restriction","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","purposes":["frozen_funds","account_transfer"],"access":"login","notes":"Seen in search results; not fetched.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","last_verified":"2026-10-13"}},{"do":"If the review passes its stated time, open a support case and keep the case number.","channel":{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"}},{"do":"Use the case number to file a formal complaint, then file with the CFPB and your state financial regulator.","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}}],"channels":[{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"},{"id":"restriction-help","type":"web_form","label":"Resolve an account restriction","value":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","purposes":["frozen_funds","account_transfer"],"access":"login","notes":"Seen in search results; not fetched.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"Coinbase help pages say restriction resolution and review typically take up to 10 business days, and some cases take longer. During a review you may still convert crypto to cash and withdraw cash to a verified bank account, depending on security and risk factors. Seen in search-engine extracts of the help center.","issues":["frozen_funds"],"source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction","last_verified":"2026-10-13"},{"kind":"process","claim":"The Coinbase U.S. User Agreement requires its Formal Complaint Process before any arbitration claim or small claims action. The process ends when Coinbase responds or 45 business days after it receives the complaint, whichever comes first. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"kind":"policy","claim":"Appendix 5 of the U.S. User Agreement requires, with limited exceptions, that all disputes be resolved by binding arbitration, and contains a class action and jury trial waiver. Seen in search-engine extracts of the agreement.","source":"https://www.coinbase.com/legal/user_agreement/united_states","last_verified":"2026-10-13"},{"claim":"The CFPB received 1,292 complaints about Coinbase, Inc. from July 1, 2025 to June 30, 2026. 895 were closed with explanation, 394 with monetary relief and 3 with non-monetary relief; 23 responses were not timely. The top issues were other transaction problems (340), fraud or scam (326) and money not available when promised (226).","source":"https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"The User Agreement requires its Formal Complaint Process (a complaint form) before arbitration or small claims. A 2021 law firm summary gives the form as help.coinbase.com/en/contact-us/submit-a-complaint.","candidate_channels":["security-email"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Complain to your state financial regulator.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Appendix 5 of the User Agreement requires binding arbitration with limited exceptions, plus class action and jury trial waivers."}],"known_blockers":["coinbase.com and help.coinbase.com block automated browsers; hand the browser to the person.","Support cases, loss reports and restriction reviews need sign-in."],"security":{"official_domains":["coinbase.com"],"never_asks":[{"kind":"policy","claim":"Coinbase says its staff will never ask for your password or 2-step verification codes, or ask you to transfer assets to a specific or new address, account, vault or wallet. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase says it will never ask you to contact an unknown number to reach it, and will not ask you to complete identity verification or upload documents on non-Coinbase domains. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"On May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States to take customer data, including names, addresses, phone numbers, emails, masked SSNs, government ID images and account balances. Coinbase said it was working to reduce the risk that the data is used in social-engineering attempts.","source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam emails can show \"Coinbase\" as the display name with a fake sender address. Coinbase says its real email addresses end with coinbase.com. Seen in a search-engine extract of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase","last_verified":"2026-10-13"}],"report_phishing":[{"id":"security-email","type":"email","label":"Email Coinbase security if a caller asked for sensitive information","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract of a Coinbase blog post on phone scams; coinbase.com blocked automated fetches on 2026-10-13.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":0.95,"sources":{"primary":38,"other":2},"verified_from":{"page":16,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 95% of 40 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Coinbase, Inc. runs the U.S. crypto exchange; CFPB complaints are filed under \"Coinbase, Inc.\". Coinbase Capital Markets Corp is an active FINRA broker-dealer (CRD 10722). coinbase.com and help.coinbase.com returned HTTP 403 to automated fetches on 2026-10-13, so the Coinbase values below come from search-engine extracts of Coinbase's own pages unless the source is sec.gov, FINRA or the CFPB.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"help-center","type":"web_form","label":"Coinbase Help Center (support requests and chat)","value":"https://help.coinbase.com/","purposes":["fraud","account_access","frozen_funds","account_transfer","unauthorized_charge","poor_service"],"access":"login","notes":"Coinbase's account-loss page says to report a loss through its secure support experience at help.coinbase.com.","source":"https://help.coinbase.com/en/privacy-and-security/other/report-an-account-loss","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","note":"The User Agreement requires its Formal Complaint Process (a complaint form) before arbitration or small claims. A 2021 law firm summary gives the form as help.coinbase.com/en/contact-us/submit-a-complaint.","candidate_channels":["security-email"]},{"index":2,"rung":"regulator","regulator":{"id":"cfpb","name":"Consumer Financial Protection Bureau","level":"federal","when_to_use":"Use for a problem with a consumer financial product (bank account, credit card, credit report, debt collection, money transfer, mortgage, loan) after the company did not fix it. Put every fact and document in one complaint, because a second complaint about the same problem is generally not accepted.","channels":[{"id":"complaint-form","type":"web_form","label":"Submit a complaint","value":"https://www.consumerfinance.gov/complaint/","purposes":["credit_report_error","debt_collection","transaction_dispute","fee_reversal","frozen_funds","fraud","billing_error","unauthorized_charge","student_loan_servicing"],"notes":"Online filing takes about 7 to 10 minutes. Your mailing address is required so the company can respond.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-phone","type":"phone","label":"Complaint line","value":"+1-855-411-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","notes":"A phone complaint takes about 25 to 30 minutes.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"id":"complaint-tty","type":"phone","label":"Complaint line, TTY/TDD","value":"+1-855-729-2372","hours":"9 a.m. to 6 p.m. ET, Monday through Friday, except federal holidays","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"},{"id":"complaint-mail","type":"mail","label":"Complaints by mail","value":"Consumer Financial Protection Bureau, PO Box 27170, Washington, DC 20038","source":"https://www.consumerfinance.gov/about-us/contact-us/","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The CFPB sends each complaint to the company for a response. If another government agency is better able to help, the CFPB sends the complaint there and tells you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"Companies generally respond in 15 days. In some cases the company says its response is in progress and gives a final response within 60 days.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"deadline","claim":"You have 60 days after the company responds to give feedback about the response.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB publishes information about the complaint in its public Consumer Complaint Database, without information that directly identifies you.","source":"https://www.consumerfinance.gov/complaint/process/","last_verified":"2026-10-12"},{"kind":"process","claim":"A complaint should give the key facts in your own words with the important dates, amounts and communications, and may attach supporting documents up to 50 pages. A person filing for someone else must say so, and companies generally need signed written authorization from the consumer.","source":"https://www.consumerfinance.gov/complaint/","last_verified":"2026-10-12"},{"kind":"process","claim":"The CFPB says federal student loan programs are within the sole legal purview of the Department of Education, and sends federal loan questions to studentaid.gov.","issues":["student_loan_servicing"],"source":"https://www.consumerfinance.gov/consumer-tools/student-loans/","last_verified":"2026-10-12"}],"notes":"2025-2026 status: the CFPB's funding, staffing and leadership were in litigation (a reduction-in-force order and the acting director's refusal to request Federal Reserve funding; three district courts rejected that refusal, the latest on 2026-09-25). On 2026-10-12 the complaint pages (modified 2026-10-05) still accepted complaints and described the 15-day company response, and the form had added a path for debanking complaints under Executive Order 14331. For federal student loans, use Federal Student Aid (ed-fsa) first."}},{"index":3,"rung":"state_agency","note":"Complain to your state financial regulator.","agency_kind":"financial_regulator","agencies":"Ask for the person's state, then call find_regulators."},{"index":4,"rung":"arbitration","note":"Appendix 5 of the User Agreement requires binding arbitration with limited exceptions, plus class action and jury trial waivers."}],"security":{"official_domains":["coinbase.com"],"never_asks":[{"kind":"policy","claim":"Coinbase says its staff will never ask for your password or 2-step verification codes, or ask you to transfer assets to a specific or new address, account, vault or wallet. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"},{"kind":"policy","claim":"Coinbase says it will never ask you to contact an unknown number to reach it, and will not ask you to complete identity verification or upload documents on non-Coinbase domains. Seen in search-engine extracts of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"On May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States to take customer data, including names, addresses, phone numbers, emails, masked SSNs, government ID images and account balances. Coinbase said it was working to reduce the risk that the data is used in social-engineering attempts.","source":"https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm","last_verified":"2026-10-13"},{"kind":"policy","claim":"Scam emails can show \"Coinbase\" as the display name with a fake sender address. Coinbase says its real email addresses end with coinbase.com. Seen in a search-engine extract of Coinbase's help center.","source":"https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase","last_verified":"2026-10-13"}],"report_phishing":[{"id":"security-email","type":"email","label":"Email Coinbase security if a caller asked for sensitive information","value":"security@coinbase.com","purposes":["fraud"],"notes":"Seen in a search-engine extract of a Coinbase blog post on phone scams; coinbase.com blocked automated fetches on 2026-10-13.","source":"https://www.coinbase.com/blog/hang-up-the-phone-stop-social-engineering-scams","last_verified":"2026-10-13"}]},"credibility":{"grade":"C","primary_share":0.95,"sources":{"primary":38,"other":2},"verified_from":{"page":16,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade C (use with care: check the source of each value before relying on it). 95% of 40 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Coinbase — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/coinbase.md","markdown":"## In short\n\nOpen a support case through help.coinbase.com and keep the case number. If Support does not fix it, Coinbase's User Agreement requires its Formal Complaint Process before arbitration or small claims, and that process can take 45 business days. If that fails, file with the CFPB; Coinbase closed about 30% of CFPB complaints in the 12 months to June 2026 with monetary relief. Lock the account yourself at the first sign of takeover. Since the May 2025 insider data theft, scammers may know your name, address and balance, so treat every unexpected \"Coinbase\" call as a scam.\n\n## How complaints actually go\n\n- Coinbase's U.S. User Agreement says that if Coinbase Support does not resolve a dispute, you must use its Formal Complaint Process before filing any arbitration claim or small claims action. The process ends when Coinbase responds or 45 business days after it receives the complaint, whichever comes first. Seen in search-engine extracts; coinbase.com blocks automated fetches. [Coinbase U.S. User Agreement](https://www.coinbase.com/legal/user_agreement/united_states)\n- An August 2021 law firm summary of the older agreement gave a 15-business-day answer time (35 at most) and the form at help.coinbase.com/en/contact-us/submit-a-complaint; the current agreement extracts give 45 business days, so plan for the longer time. [EPGD law firm, August 26, 2021](https://www.epgdlaw.com/how-do-i-file-a-complaint-with-coinbase/)\n- Coinbase help pages say restriction reviews typically take up to 10 business days, and account recovery after losing 2-step verification usually takes up to 48 hours, with sends disabled until the security period ends. Seen in search-engine extracts. [Coinbase: resolve your account restriction](https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction) [Coinbase: account recovery](https://help.coinbase.com/en/coinbase/managing-my-account/get-back-into-my-account/account-recovery-lost-email-2step-verification)\n- A CFPB complaint goes to Coinbase for a written response; a response after 15 days, or after 60 days if Coinbase asks for more time, is recorded as not timely. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n\n## What tends to work\n\n- Escalate to the CFPB with transaction IDs, dates and Coinbase's earlier answers. In the 12 months to June 2026, 394 of 1,292 Coinbase complaints (30.5%) closed with monetary relief. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- If you lost money after the May 2025 data theft, say so: Coinbase said it intends to voluntarily reimburse eligible retail customers who sent funds to the threat actor as a direct result of the incident, after reviewing the facts. [Coinbase Form 8-K, May 14, 2025](https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm)\n- Lock the account yourself if you suspect a takeover. A locked account can still sign in, view balances and contact support, but cannot trade, send crypto or change settings. Seen in search-engine extracts. [Coinbase: lock or unlock your compromised account](https://help.coinbase.com/en/coinbase/privacy-and-security/account-compromised/my-account-was-compromised)\n- During a restriction review you may still be able to convert crypto to cash and withdraw cash to a verified bank account, depending on risk factors. Seen in search-engine extracts. [Coinbase: resolve your account restriction](https://help.coinbase.com/en/coinbase/privacy-and-security/other/account-restriction)\n\n## Traps and fine print\n\n- Appendix 5 of the User Agreement requires binding arbitration for nearly all disputes and has a class action and jury trial waiver. Seen in search-engine extracts. [Coinbase U.S. User Agreement](https://www.coinbase.com/legal/user_agreement/united_states)\n- Crypto sent to a scammer usually cannot be reversed or recovered. [FTC: cryptocurrency and scams](https://consumer.ftc.gov/articles/what-know-about-cryptocurrency-and-scams)\n- SIPC does not protect digital assets that are not securities, even at a SIPC member firm. [SIPC: what SIPC protects](https://www.sipc.org/for-investors/what-sipc-protects)\n- Coinbase does not accept emailed copies of ID for verification; upload documents only through coinbase.com or the app. Seen in search-engine extracts. [Coinbase: verify your identity](https://help.coinbase.com/en/coinbase/managing-my-account/update-my-account/identity-verification-faq)\n\n## By the numbers\n\n- CFPB complaints received July 1, 2025 to June 30, 2026 for \"Coinbase, Inc.\": 1,292. Products: money transfer or virtual currency 1,145 (virtual currency 1,003), credit card 73, checking or savings 56. Top issues: other transaction problem 340, fraud or scam 326, money not available when promised 226, other service problem 97. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- Of those, 895 (69.3%) closed with explanation, 394 (30.5%) with monetary relief and 3 with non-monetary relief. 1,269 responses were timely and 23 were not. Data retrieved 2026-10-13. [CFPB complaint database search](https://www.consumerfinance.gov/data-research/consumer-complaints/search/api/v1/?company=Coinbase%2C%20Inc.&date_received_min=2025-07-01&date_received_max=2026-06-30&size=0)\n- For comparison, companies closed 2% of all CFPB money services and virtual currency complaints with monetary relief in 2025. [CFPB 2025 Consumer Response Annual Report](https://files.consumerfinance.gov/f/documents/cfpb_2025-cr-annual-report_2026-03.pdf)\n- Coinbase estimated the May 2025 incident would cost about $180 million to $400 million for remediation and voluntary customer reimbursements. [Coinbase Form 8-K, May 14, 2025](https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm)\n\n## Scams that target customers\n\n- Insider data theft: on May 14, 2025 Coinbase disclosed that a threat actor paid support contractors or employees outside the United States for customer names, addresses, phone numbers, emails, masked SSNs, masked bank account numbers, government ID images and balances. Passwords and private keys were not taken. Expect scammers who know these details. [Coinbase Form 8-K, May 14, 2025](https://www.sec.gov/Archives/edgar/data/1679788/000167978825000094/coin-20250514.htm)\n- Fake support calls: Coinbase says its staff will never ask for your password or 2-step codes, or ask you to move assets to a new address, account, vault or wallet; caller ID can be faked. Hang up and contact Coinbase through help.coinbase.com. Seen in search-engine extracts. [Coinbase: tech support and impersonation scams](https://help.coinbase.com/en/coinbase/privacy-and-security/avoid-scams/tech-support-scams)\n- Fake emails can show \"Coinbase\" as the display name with a different sender; Coinbase says its real addresses end with coinbase.com. Seen in search-engine extracts. [Coinbase: is this email really from Coinbase](https://help.coinbase.com/en/coinbase/privacy-and-security/other/is-this-email-really-from-coinbase)\n- Crypto recovery scams target people who already lost crypto, promising to get it back for an upfront fee. [FTC: refund and recovery scams](https://consumer.ftc.gov/articles/refund-and-recovery-scams)\n"},"guide":{"key":"investing","title":"Brokerages and crypto platforms — how complaints work","last_verified":"2026-10-13","file":"guides/investing.md","page":"https://escalate.alexgaoth.com/#/guides/investing"}}