Consumer complaint received 2025-06-26 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Coinbase, Inc.
State: CO

Complaint narrative:
First negative activity : My recurring buy failed on CoinBase, XX/XX/XXXX and XX/XX/XXXX After the XXXX, I was unable to access the account. Dates of emails requesting support to access accounts along with directions that " should fix it. '' were as follows : XX/XX/XXXX, XXXX This is an example of the type of missive I received. 

XX/XX/XXXX : Additionally, please confirm the following : 1. Do you still have access to the email address associated with your Coinbase account? 
2. Do you still have access to your 2fa/totp authenticator? 
3. Are you receiving invalid codes or not receiving them at all?

4. Do you still have access to the phone number associated with your Coinbase account?

Thank you, Coinbase Support XXXX XXXX Attachments Sun, XX/XX/XXXX, XXXX to Coinbase XXXX XXXX Hello, I believe the email address on my coinbase account was changed without my consent. 
In answer to the four questions : 1. The phone number previously verified on my account was XXXX XXXX XXXX. I am sending from the email address originally associated with my account. 
3. The authenticator I used was my face recognition on my phone which it is no longer recognizing as valid for my account.

I am receiving texts and being asked to make phone calls to numbers. Also, I reverified a month ago on XX/XX/XXXX but could not access my account. I received an email last night saying I had been verified at XXXXXXXX XXXX and I could access my account which I can not. I had already opened this case, # XXXX. 
4.Yes I have access to the phone as it is my phone number listed above in question # 1.

Every time I try to log in on the website I receive a message saying to sign in with the device that started recovery. Please see screenshot below. 

Please contact me as soon as possible. 
XXXX XXXX. 

Hi, Thanks for contacting Coinbase Support Thanks for sharing the details with us. It looks like you are contacting us from an email address that is not associated with your Coinbase account. For security purposes, please email us from the email address used to create your Coinbase account. Could you please share with us the email address associated with the Coinbase account so that we can check and provide you with the better assistance. 

Also, we found an account with the email address as XXXX could you please check and confirm with us and there was no email changed event on this account. 

If you have any questions or need further assistance, please do not hesitate to reach out to us. Our team is here to support you and ensure that your experience with our platform is smooth and satisfactory. We look forward to assisting you and providing you with the best possible service. 

We truly appreciate your patience and understanding throughout this process. 


XXXX XXXX to XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Coinbase Support XXXX Date : Sun, XX/XX/XXXX at XXXX Subject : [ Reply ] Case # XXXX XXXX XXXX Attachments Mon, XX/XX/XXXX, XXXX to Coinbase

Company response to consumer: Closed with explanation