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We are here to help! Please find answers to the frequently asked questions below or reach out to us.

Search our help center for answers to common questions or get support from our team.

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IMPORTANT SECURITY NOTICE

Coinbase support will NEVER ask you for:

  • Your seed phrase or recovery phrase
  • Your account password
  • 2FA codes or SMS verification codes
  • Money to "help withdraw" or "unlock" funds
  • To connect your wallet to an unknown website
  • Your private keys or wallet files

If anyone claiming to be Coinbase support asks for this information, they are scammers. Hang up immediately and report them to our security team.

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Get immediate assistance from our support team for account issues, transactions, security, or any other concerns.

Common Issues & Solutions

Can't access my account

If you're having trouble accessing your Coinbase account, here are the most common solutions:

Steps to regain access:

  1. Go to ..../forgot-password
  2. Enter the email associated with your Coinbase account
  3. Check your email for the password reset link
  4. Create a new strong password
  5. If 2FA is enabled, use your authenticator app or backup codes
Note: If you've lost access to your 2FA device and backup codes, you'll need to complete account recovery, which can take 24-48 hours.
Transaction pending or failed

Cryptocurrency transactions can sometimes get stuck or fail due to network congestion or insufficient fees.

For pending transactions:

  1. Check the transaction status on the blockchain explorer using the transaction ID
  2. Most transactions confirm within 1 hour, but during network congestion it may take longer
  3. You cannot cancel a pending cryptocurrency transaction once it's been broadcast
  4. Wait for at least 24 hours before reporting it as stuck

For failed transactions:

  1. Failed transactions are usually refunded within 1-5 business days
  2. Check your transaction history for updates
  3. Ensure you have sufficient funds including network fees
  4. Verify the recipient address is correct
You can check your transaction history at ..../transactions
Identity verification failed

Identity verification is required to comply with financial regulations and ensure account security.

If your verification failed:

  1. Ensure you're in a well-lit area when taking photos
  2. Use a valid government-issued ID (not expired)
  3. The name on your ID must match your Coinbase account name exactly
  4. Make sure all four corners of your ID are visible in the photo
  5. Avoid glare or reflections on the ID
  6. If using a passport, make sure the photo page is clearly visible
Note: You can retry verification immediately after a failed attempt. If you continue having issues, our support team can manually review your documents.
Lost 2FA device or codes

If you've lost access to your 2FA (Two-Factor Authentication) device or backup codes, you'll need to disable 2FA on your account.

To disable 2FA:

  1. Go to ..../forgot-password
  2. Enter your email address and reset your password
  3. After password reset, you'll be prompted to disable 2FA
  4. You'll need to verify your identity with a photo ID
  5. Once verified, 2FA will be disabled and you can set it up again
Security Reminder: Always save your backup codes in a secure location. Coinbase support will NEVER ask for your 2FA codes.
Deposit not showing in account

If you've sent cryptocurrency to your Coinbase address but it's not showing up, here's what to check:

Checklist:

  1. Verify you sent to the correct Coinbase deposit address for that specific cryptocurrency
  2. Check that you sent the correct cryptocurrency type (sending Bitcoin to a Bitcoin Cash address will result in loss)
  3. Confirm the transaction has enough blockchain confirmations (usually 3-6 for most cryptos)
  4. Check your transaction ID on a blockchain explorer
  5. Some cryptocurrencies require a minimum deposit amount
Warning: Sending cryptocurrency to the wrong address or wrong network is usually irreversible. Always double-check addresses before sending.
Suspicious activity or possible hacking

If you notice unauthorized activity on your account, take immediate action to secure it.

Immediate steps to take:

  1. Change your password immediately
  2. Enable 2FA if not already enabled
  3. Review your account activity for any unauthorized transactions
  4. Check your email account for unauthorized access
  5. Contact our security team through live chat
Remember: Coinbase will never call you unexpectedly. If you receive an unsolicited call claiming to be from Coinbase asking for credentials, it's a scam.
Can't buy or sell cryptocurrency

If you're unable to buy or sell cryptocurrency on Coinbase, several factors could be causing this.

Common reasons and solutions:

  1. Account not fully verified: Complete all identity verification steps
  2. Payment method issues: Ensure your payment method is verified and has sufficient funds
  3. Regional restrictions: Some features may not be available in your region
  4. Temporary holds: New payment methods may have holding periods
  5. Security review: Your account may be under review for security reasons
  6. Market conditions: During high volatility, some trading may be temporarily disabled
You can manage your payment methods at ..../settings/payment_methods
Withdrawal to bank is delayed

Withdrawals to bank accounts typically take 1-5 business days, but can occasionally take longer.

What to check:

  1. Verify the withdrawal was successfully initiated in your transaction history
  2. Check your email for withdrawal confirmation
  3. Weekends and holidays may add additional processing time
  4. Ensure your bank account details are correct
  5. Some banks may hold funds for additional security checks
Bank transfer times: SEPA transfers: 1-2 business days | ACH transfers: 1-5 business days | Wire transfers: 1-3 business days
If your withdrawal is pending for more than 5 business days, contact your bank first to check if they've received the funds.