Which crypto exchange has the best customer support? We investigated Coinbase, Binance US, Kraken and more | Laptop Mag
Which crypto commutation has the best customer support? We investigated Coinbase, Binance US, Kraken and more
"Which crypto substitution has the best client service?" is a question that concerns crypto holders as they hunt for trustworthy platforms that tin competently address their pressing issues. I investigated 5 of the virtually popular crypto exchanges: Coinbase, Binance US, Gemini, KuCoin and Kraken. Truth exist told, for the exception of i platform, chaos, chaos and turmoil could submerge your account into the pits of "Holy crap! I need urgent help" hell, and y'all still wouldn't exist able to reach a live agent to meet your immediate needs.
Coinbase, Binance United states of america, Gemini and KuCoin don't have readily available live support teams. Some volition let yous to speak to a rep only after they've adamant your example is significant enough for a phone chat — others don't accept phone support at all. On one hand, it's understandable that crypto exchanges don't desire to clutter their phone centers with frivolous calls, but on the other, if you demand urgent support, you lot accept no pick merely to twiddle your thumbs and await for an email or Twitter respond.
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Fortunately, some platforms are lightning-fast with their email and social media responses.
Masquerading as a greenish-around-the-ears cryptocurrency investor, I tested 5 cryptocurrency exchanges' telephone support, email and social media to determine which digital-asset platform reigns supreme in addressing customer concerns.
Investigation methodology for Coinbase, Binance US, Kraken, KuCoin and Gemini
I investigated all five crypto exchanges using three avenues of customer support: phone, e-mail and Twitter. I produced a control question for each.
For phone support, I chose, "If I passed away, how tin a family member gain access to my crypto funds?" For email support, I went with, "What is the best fashion to earn interest on crypto on your platform?" And finally, for Twitter, I asked, "If I lost or forgot my password, what steps practise I demand to have to recover my account?"
It's worth noting that I did face some limitations. I would have preferred to inquire more challenging questions that truly exam the mettle of the v top crypto exchanges, however, platforms such equally Binance United states, Kraken and KuCoin do not serve New York residents. Although I could make accounts on all three exchanges, I'k blocked from trading cryptocurrencies on their platforms, so I could merely ask basic questions about my account or the exchange's services.
Still, this investigation allowed me to conclude which platform offers the quickest, near competent customer support.
Coinbase customer support
Coinbase, the near pop cryptocurrency exchange in the US, is in scalding hot water for its unsatisfactory customer service. The beginner-friendly trading platform fabricated headlines for neglecting its customers' sticky situations, leading to a class-activity lawsuit seeking up to $5 million in damages.
With many Coinbase users dragging it through the mud for its subpar customer service, I did a little sleuthing to determine whether Coinbase's customer support is equally bad as they say it is.
Telephone
Coinbase's customer back up number is 1-888-908-7930, but don't think for one second that you'll find a live agent to help you. According to Coinbase's Contact U.s. page, you can simply use this number to connect with an automated organisation that will assistance you freeze your account if you suspect it'south been compromised, but they "do not offer whatsoever phone support with a live agent."
Out of marvel, I dialed the number at three:40 p.m. on a Tuesday. A recorded bulletin said, "Thank you for calling Coinbase. At this time, live agent support is only available to existing U.s.a.-based Coinbase Carte customers. For all other customers, Coinbase offers automated phone options." The message then proceeded to list a bill of fare of options for their automatic service, including locking one's account and filing a complaint related to an existing support case.
To reiterate, unless y'all take questions near the Coinbase Carte du jour (a debit carte du jour that lets you spend and earn crypto), Coinbase isn't going to roll out the scarlet carpet of live support for you. On the plus side, if your business relationship is compromised, you tin use the automated system to quickly freeze your business relationship — sans the aid of a live agent. If you have other urgent questions that need immediate attention, your adjacent best bet is electronic mail support.
Coinbase does not supply an bodily electronic mail accost for its customers, merely you lot tin can fill out a asking form to receive a reply via email.
Keep in heed that my control question for email back up is, "What is the best style to earn involvement on crypto on your platform?" Coinbase requires you to choose a topic from a dropdown menu that best relates to your question, and I couldn't detect a relevant bailiwick, so I selected a random topic — though unrelated — to go along to an open-concluded input field.
After apologizing for choosing an unrelated topic (I had no selection), I typed in the control question and submitted the course at 3:28 p.k. on a Tuesday. Twenty-i minutes later, I received a answer from Coinbase. Certain the response was speedy, just was it the answer I was looking for? Nope!
Every bit mentioned, I asked Coinbase to tell me more information on how I tin can earn interest on crypto. I'thousand familiar with Coinbase, so I know that users can earn about 5% APY on Ether as well equally a handful of other digital currencies. However, instead of delving into this, I received a measly, two-judgement reply about Coinbase Earn, a completely different service that involves earning rewards in commutation for watching educational videos. Boo!
Possibly Coinbase's e-mail bot spotted the word "earn" in my submission and auto-replied with a canned, irrelevant response — at least, I hope that'due south what happened. If an actual man being read my support question and gave me that reply, Coinbase's customer support is in trouble.
On Coinbase's Contact Us folio, information technology says that it uses Twitter to provide condition updates regarding Coinbase products, simply due to security reasons, they do not assist customers with account-specific issues. On the other hand, there is a verified @CoinbaseSupport account that says, "Account concerns? Delight DM. Do not post individual info publicly."
So what is the truth?
I reached out to @CoinbaseSupport via direct message at 3:10 p.m. on a Tuesday. I asked the Twitter control question: "If I lost or forgot my password, what steps can I have to recover my account?" As of this writing, I have not received a response.
| Client Back up Aqueduct | Scores |
| Phone | ii/5 |
| ii/5 | |
| 0/5 | |
| Last Grade | four/15 |
Binance US customer support
Binance Us is an arm of the world's most pop cryptocurrency commutation: Binance. You'd call back that such a massive platform could meet its customers' needs, simply information technology still doesn't take its act together.
I've personally dealt with Binance U.s.' customer service earlier, and it was total basura — it took a whopping 23 days to go a reply from a Binance US rep.
Let's see if Binance United states has since improved its customer support (hint: it hasn't).
Phone
Binance U.s.a., preferring to dodge disgruntled customers and remain drama-free, couldn't be arsed to deal with your little questions and concerns — so much so that they don't even have a phone number.
Don't believe me? They created an FAQ page for it. In response to the "Does Binance US. have a client service phone number?" question, it says, "No. All customer support is handled via our support ticket organization. To file a client support ticket, go here."
Binance'due south customer support ticket system is a disgrace. It reminds me of Coinbase's e-mail request course in that none of the topics featured in the provided menu are unrelated to my control question: "What is the best way to earn involvement on crypto on your platform?"
After selecting a random topic to become to an open-ended input field, I typed in my question and hit submit at two:10 p.m. on a Tuesday. Shortly afterwards, I received an automated email stating that my new question got merged with a previous support ticket.
"Huh?" I said. I was dislocated at commencement, but then I remembered that I all the same accept a support ticket open from a February query. As mentioned, Binance Us took 23 days to reply to that question — and didn't even reply information technology. The rep simply apologized for the filibuster. At that indicate, Binance Usa took such an eternity to reply, I gave up on them entirely and took my patronage elsewhere.
Five months later, this February support question is still haunting me. I would effort to contact Binance U.S. rep to tell 'em that my old question is now irrelevant and I only demand a reply to my new question, just I can't because whatsoever additional support tickets would get merged, besides — information technology'due south a Binance US customer service nightmare loop!
As of this writing, I haven't however received a reply.
Is in that location anyone working at Binance Usa at all? Do whatever humans really work there?
I reached out to @BinanceUShelp on Twitter with my command question at 2:26 p.m. on Tuesday. I haven't heard a peep.
| Customer Support Channel | Scores |
| Phone | 0/5 |
| 0/5 | |
| 0/five | |
| Terminal Grade | 0/fifteen |
Gemini customer back up
Gemini is one of the few exchanges I can legally use as a New York resident. Crypto exchanges must acquire a BitLicense to serve New York-based customers, and fortunately, Gemini secured one in 2022. Its cryptocurrency arsenal isn't as abundant as Binance U.s., but it does the chore, offering popular avails such as Dogecoin, Ether and Bitcoin.
But "How'south Gemini'south customer support?" yous ask. Honestly, a babe deer on an ice skating rink has more support than whatever Gemini has to offering.
Phone
This New York-based exchange'due south stance on phone support is clear: "Gemini's master support aqueduct is e-mail. The Gemini Customer Support squad will only call their customers in special cases upon request and after analogous a date and fourth dimension via email correspondence."
In other words, virtually back up cases are handled via email, merely on rare occasions, Gemini will call customers to resolve complicated issues.
I did manage to find a number on Gemini's Contact Usa folio: 1-866-240-5133. I dialed the number at 3:54 p.yard. on a Tuesday and heard the following automated message: "Cheers for calling Gemini. In gild to help protect your account, we crave all requests to exist submitted either through our online help center or via email at support@gemini.com. Our aid eye can exist establish at https://back up.gemini.com. For the quickest service, delight submit requests using the e-mail accost associated with your account."
And that was it! The sole purpose of the number is to offer customers info nearly the all-time way to contact them — and it's certainly not via phone.
Gemini's customer service email is support@gemini.com and it is the visitor'south recommended avenue of back up. At 1:58 p.m. on a Tuesday, I sent Gemini an email containing my control question: "What is the best fashion to earn involvement on crypto on your platform?" I received an motorcar answer that warned that Gemini is experiencing college-than-normal ticket volumes and responses are taking longer than usual.
There's a section of that e-mail that asks, "Do any of these articles answer your question?" Under this headline, there was a listing of links to support articles. To my surprise, 1 of them really did somewhat reply my question. I spotted a response to the following FAQ: "Is my exchange account earning interest?"
"Your exchange account does not automatically earn involvement," Gemini said. "In lodge to earn involvement on your crypto, y'all demand to employ the Gemini app or website to select a currency and amount for Gemini Earn."
At that place is an option to close the back up case if one of Gemini'southward FAQ responses answers your question, but for the sake of this experiment, I decided to await for an answer to see how long information technology'd accept to get an actual reply from a Gemini rep.
Near 26 hours afterward, a Gemini rep got back to me and apologized for the filibuster, yet, due to security concerns, they said they couldn't not help me with my question because they failed to find my email in their system (I used an undercover email accost considering my Gemini-fastened email has my first, middle and last proper noun on total display). Enquiring about Gemini's earning services shouldn't enhance any security red flags — this is a question even a non-business relationship holder could inquire to determine if Gemini is right for them. At this point, I gave upwards on Gemini.
Gemini does have an official Twitter account for support: @GeminiSupport. Information technology'southward monitored from 9:30 a.grand. to 6:00 p.m. EST from Monday through Friday. At three:07 p.m. on a Tuesday, I shot over a direct message to Gemini enquiring about what steps I'd take to have to recover my business relationship if I lost my countersign.
Crickets! I oasis't heard a word.
| Customer Back up Channel | Scores |
| Phone | 1/5 |
| 3/5 | |
| 0/5 | |
| Final Grade | 4/15 |
Kraken customer support
What helps Kraken stand out of the crowd is its 24/7 live conversation. No, information technology's not a bot that spews commodity links at y'all later analyzing your question — a real person is at your service whenever you lot need help. Coinbase, Binance U.s., Gemini and KuCoin do not accept live chat platforms.
On height of that, Kraken, headquartered in San Francisco, actually offers customer service on the phone — with actual human beings! Afterwards investigating three companies with phone-less customer support, you'd be excited, also.
Phone
Kraken'due south customer support number is 1-855-777-7603. Kraken representatives are available to chat on Monday to Friday from 6.a.one thousand. to 6 p.thou. EST. I chosen Kraken on a Wed at 1:51 p.thou. The hold music lasted only 12 seconds before a Kraken agent picked up and a friendly voice greeted me. The agent's name is Bria, a remote employee who lives in North America.
I asked, "If I died, would a family member exist able to admission my account and claim its funds?" She said yes, merely asked if I could hold for a few seconds so that she could double check the details of that procedure. I appreciated this — I prefer to wait patiently for an accurate, unabbreviated answer rather than getting a half-assed response because the agent is too prideful to ask for help.
Bria came back with a stellar response: "We don't actually have a formal process for setting up a beneficiary in the case of your passing, withal, there is a process that your family would go through if you were to laissez passer — God forbid," she said. "To make this process easier, what you'd want to do is, if you take a volition, y'all'd want to include your Kraken public ID in that."
Bria further explained what documents my family unit fellow member would perchance need, including a death document, an ID proving that they're related to me, and other legal records.
Bria deserves a enhance for her articulate, straightforward response. The call lasted for three minutes and 57 seconds. Coinbase and the others could never!
Like Coinbase, Kraken and Binance U.s., Kraken doesn't publicize an email address for customer support, but yous can submit a support ticket to receive a answer via email here.
I submitted my request form at 3:49 p.thou. on a Tuesday with my control question virtually earning involvement on crypto. Lo and behold, in but five minutes, a Kraken rep by the name of Dan came to my rescue.
Dan told me that I can employ "staking" to earn involvement on my crypto, a procedure that generates rewards for crypto holders who lock their digital assets away. He even sent me a link that explained how it works and which currencies are eligible for staking. This was the answer I was looking for. Well done, Dan!
You can get aid from a Kraken agent on Twitter by reaching out to @KrakenSupport. I messaged @KrakenSupport at 3:16 p.one thousand. on a Tuesday and asked what procedures I'd need to take if I lost my password. I received a lightning-fast response in v minutes.
"Y'all would need to create a support ticket and go through the recovery process with our squad," the agent said. They besides suggested that I use a password manager, which would forestall such a stressful scenario — they even sent me a useful link on how to tighten my account's security.
24/7 Alive Chat
Kraken's Live Chat feature is incredible. If information technology's after six p.m., and Kraken'due south phone support is already airtight, yous can use Kraken's 24/7 Live Chat platform, which connects you to a live agent in just seconds.
At 1:51 p.m. on a Wednesday, I continued with a Kraken representative named Taraji. Although I was tempted to brand a cheeky annotate about her Hidden Figures Oscar snub, I set up aside my inner troll and asked well-nigh how I could earn interest on crypto.
Taraji explained that there is, indeed, a way to earn involvement on Kraken, and provided ii links that explained the process. Every bit it turns out, I could earn equally much every bit xx% rewards per year (RPY) with a cryptocurrency chosen Kava. The chat lasted no more than iii minutes
| Customer Support Channel | Scores |
| Telephone | 5/5 |
| Electronic mail | 5/5 |
| 5/5 | |
| Terminal Form | 15/xv |
KuCoin customer support
KuCoin is a pro-level crypto exchange that doesn't have the most intuitive UI, simply it lets expert crypto traders engage in avant-garde options that Coinbase doesn't offering. Even so, KuCoin'due south customer support service needs improvement — they don't take a phone number at all and they're tedious to reply.
KuCoin boasts that it offers "24/7/365 client support," which may exist true, just information technology's not reflected in the quality of their client service.
Phone
I searched the far corners of the net for a KuCoin customer support number, but to no avail. If you lot need client service, y'all'll have to reach out to KuCoin via email or social media.
KuCoin does publicize a customer service electronic mail (tech-support@kucoin.com), but this channel is best for technical issues such every bit incompatible mobile software, network connection failure while using KuCoin, API access errors and more. At around 4:30 p.k. on a Tuesday, I submitted an email request grade for my control question, which pertains to earning interest on crypto.
At 7 p.m. that solar day, I received an email from KuCoin, but information technology wasn't a response to my question. Instead, KuCoin informed me that its client service team received my asking, merely "due to a large volume of inquiries," it volition have longer than usual for them to reply. The electronic mail also provided a list of FAQs that KuCoin believed could potentially assist with my question, but information technology didn't.
I almost missed it, but at the very stop of the email, it stated that if the listed FAQs didn't resolve my query, I should answer and explain my issue in detail. It's a bit irksome that I had to re-inquire my question, but I obliged.
Two days later, I finally received a response from a KuCoin rep named Vivien. The response was accurate, detailing some information nearly how to earn interest via KuCoin'due south lending platform, however, two days is a footling too wearisome for my tastes.
Be careful! KuCoin doesn't take a Twitter account for customer support, but there are some accounts pretending to be KuCoin's customer service channel (e.grand. @KuCoinSupport).
I discovered that KuCoin has a Facebook presence, though, so I sent a message at 5:59 p.k. on a Wednesday request about what steps I could have if I lost my password. A minute later, I received a reply.
"Yes, we do have staking. Too lend. You may check out our beginners guide: https://back up.kucoin.plus/hc/en-us/categories/360001255374-Beginner-s-Guide" the KuCoin agent said. The message was curt and sweet, but it was exactly what I was looking for. My but critique is that the provided link led me to a cluttered page with no information on staking and lending.
| Customer Support Aqueduct | Scores |
| Phone | 0/5 |
| 3/5 | |
| iv/5 | |
| Concluding Class | 7/15 |
Lesser line
The best cryptocurrency substitution for client support is Kraken. Unlike the other four elevation trading platforms, Kraken really has live agents you speak to on the phone — and they're competent, too. Kraken as well has a 24/7 alive conversation, and so even if Kraken's telephone support is closed, you can still notice someone to help you.
Knock, knock! Is anyone at Binance US? I suffered the worst client back up in its hands. How can a tranche of the globe'south most popular crypto platform offer such measly client service? It blows my listen. Binance United states of america doesn't have a phone number and I haven't heard a peep from its reps on both channels: Twitter and electronic mail.
Coinbase, KuCoin and Gemini aren't much better, but they take some strengths. Although you tin can't talk to a live person, Coinbase's phone number at least gives customers the option to lock their accounts in the event of a breach. It'south also worth noting that Coinbase published a contempo blog stating that information technology is committed to improving its client support; information technology plans on launching a live 24/7 chat during the latter half of 2022.
KuCoin failed the phone aqueduct and its email response is quite wearisome, but it offered a lightning fast response on Facebook. Gemini'southward email support should exist OK as long equally you contact them using the email associated with your account.
Many cryptocurrency exchanges seemingly embraced this frustrating attitude of "Yeah, our customer service sucks; deal with it!" in a Spirit Airlines kind of way. You can merchandise on these platforms if you want to, merely simply know — for the exception of Kraken — if yous demand urgent, live support from a human being, y'all won't detect it.
Kimberly Gedeon, belongings a Master'southward degree in International Journalism, launched her career as a journalist for MadameNoire'southward business shell in 2022. She loved translating stuffy stories about the economic system, personal finance and investing into digestible, easy-to-understand, entertaining stories for young women of color. During her fourth dimension on the business beat, she discovered her passion for tech as she dove into manufactures almost tech entrepreneurship, the Consumer Electronics Testify (CES) and the latest tablets. Later on viii years of freelancing, dabbling in a myriad of beats, she's finally plant a domicile at Laptop Mag that accepts her as the crypto-fond, virtual reality-loving, investing-focused, tech-fascinated nerd she is. Woot!
Source: https://www.laptopmag.com/features/which-crypto-exchange-has-the-best-customer-support
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