Consumer complaint received 2025-12-22 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Coinbase, Inc.
State: FL

Complaint narrative:
Company : Coinbase , Inc . 

Product : Cryptocurrency exchange/digital asset account Issue : Account access and security / suspected account takeover What happened : On XX/XX/year>, I received an email from Coinbase telling me a phone number had been added to my account. I did not add this phone number. In response, I immediately changed my password and locked my Coinbase account as a security precaution. I attempted to contact Coinbase security via the email channels provided in their communications. I received only an automated response acknowledging receipt of my message. 

On XX/XX/year>, I received another email from Coinbase telling me another phone number had been added to my account. Again, I did not add this phone number. I sent another email to Coinbase providing this information. I asked them to provide an explanation for this unauthorized access to my account when I had locked my account on XX/XX/year>. I asked Coinbase to close my account to prevent further unauthorized activity to my account. Again, I received an automated response from Coinbase acknowledging receipt of my message. I went to the help center on Coinbase 's website looking for another way to contact them. I was required to sign into my account in order to receive help. I did this and received a message that my account was locked. In order to unlock my account, I needed to send Coinbase a photo of myself and upload a government-issued photo identification. In light of the security issues with my account, I was not willing to upload a government-issued photo identification. 

On XX/XX/year>, I received an email from Coinbase. The subject was " TAXT document verification and billing ID. '' The salutation read " Hello # # emaill # #. I was told to respond within " 12-24 hours '' or my account " may be permanently closed. '' I was instructed to upload a government-issued photo ID. I did not respond to this email I received two emails from Coinbase on XX/XX/year> telling me to verify my account and to upload a government- issued photo identification. I did not respond to either email. 

On XX/XX/year> I received an email from Coinbase telling me XXXX was being sent to my Coinbase Wallet. This email asked me to connect a wallet link. I did not respond to this email. I again accessed the Coinbase help center. I again had to sign into my account. Again, I learned my account was locked and I would need to send a photo and upload a government-issued photo identification. Because I was not willing to send the photo and the government-issued photo identification, I could not access any additional help from Coinbase. 

On XX/XX/year>, I received an email from Coinbase telling me the email associated with my account had been changed from XXXX to XXXX. I did authorize or perform this action. 

I attempted to contact Coinbase support again. The automated XXXX  assistant repeatedly instructed me to lock my account even after I clearly stated I had already locked my account. I was then directed to the Coinbase Help Center to submit a support request. When I attempted to access the support contact form, I was blocked because my account is locked. In order to unlock my account, I was instructed to upload a photo and upload a government-issued photo identification. I am unwilling to submit sensitive identity information through an automated system while my account is compromised and while I can not speak to a human representative.

All Coinbase email addresses I attempted to use acknowledge receipt of my message, but tell me the system will not accept direct inquiries via the respective email address. The Coinbase emails direct me back to the same Help Center workflow which I can not access because my account is locked. This creates a circular process where I can not report or resolve unauthorized changes/access to my account.

I am concerned about continued unauthorized activity and the lack of a meaningful way to contact Coinbase support regarding account security. 

Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation