Improvements being made to the crypto exchange will make onboarding easier
Coinbase has made great leaps in solving one of its most berated customer support issues: unjustified account freezes. CEO Brian Armstrong stated in a tweet on June 6 that the cryptocurrency exchange has reduced such incidents by 82%, crediting recent improvements in its technology platform.
Account restrictions have been the bane of Coinbase users for years, as many users have complained on the internet about being timed out for anywhere from hours to days without reason or resolution. Some users reported even abandoning ship entirely due to it. Coinbase listened by prioritizing it to address as an immediate concern and had Armstrong himself apologize for how long it had taken to fix as “longer than acceptable.”
The turnaround is largely due to Dor Levi, who joined Coinbase in April to focus on improving the platform’s handling of account restrictions. Levi said the company spent a lot of funds on machine learning to improve the accuracy of its internal models. These enhancements have reportedly reduced the unnecessary freezes by being more precise in targeting risky behavior and minimizing false positives.
Account freezing has been a major issue at Coinbase for longer than is acceptable. I could list a bunch of the underlying reasons why it got so bad in the first place, but what’s more important is that we’ve made it a priority to fix, and we have been making good progress. Shout… https://t.co/Emrq6KQhpD
— Brian Armstrong (@brian_armstrong) June 6, 2025
While there has been improvement, though, Armstrong and Levi acknowledged there is still work to be done. While the company will still freeze accounts according to legal obligations—such as court orders or sanctions compliance—the goal is to limit disruptions caused by flawed or overly cautious systems.
Further attention was received after a major data breach affected more than 70,000 users, again questioning the security and customer support of Coinbase. Some users blame freeze issues not just on automated processes but also delays in gaining access to human customer support agents, which they say can be near impossible.
Coinbase has committed to further strengthening its systems, particularly after it was found that customer support officials from foreign countries were bribed to share personal data. With more than 100 million users and a leadership role in the handling of spot Bitcoin ETFs, Coinbase is facing increasing pressure to get its acts together—and soon.
