Which crypto exchange has the best customer support? We investigated Coinbase, Binance US, Kraken and more

“Which crypto exchange has the best customer service?” is a query that considerations crypto holders as they hunt for reliable platforms that may competently handle their urgent points. I investigated 5 of the hottest crypto exchanges: Coinbase, Binance US, Gemini, KuCoin and Kraken. Truth be advised, for the exception of 1 platform, chaos, anarchy and turmoil might submerge your account into the pits of “Holy crap! I want pressing assist” hell, and you nonetheless wouldn’t be capable of attain a reside agent to satisfy your instant wants.

Coinbase, Binance US, Gemini and KuCoin don’t have available reside help groups. Some will let you communicate to a rep solely after they’ve decided your case is important sufficient for a cellphone chat — others don’t have cellphone help in any respect. On one hand, it’s comprehensible that crypto exchanges don’t need to muddle their cellphone facilities with frivolous calls, however on the different, when you want pressing help, you haven’t any alternative however to twiddle your thumbs and anticipate an e-mail or Twitter reply.

Fortunately, some platforms are lightning-fast with their e-mail and social media responses. 

Masquerading as a green-around-the-ears cryptocurrency investor, I examined 5 cryptocurrency exchanges’ cellphone help, e-mail and social media to find out which digital-asset platform reigns supreme in addressing customer considerations.

Investigation methodology for Coinbase, Binance US, Kraken, KuCoin and Gemini 

I investigated all 5 crypto exchanges utilizing three avenues of customer help: cellphone, e-mail and Twitter. I produced a management query for every. 

Cryptocurrency exchange

Cryptocurrency exchange (Image credit score: Getty)

For cellphone help, I selected, “If I handed away, how can a member of the family acquire entry to my crypto funds?” For e-mail help, I went with, “What is the best solution to earn curiosity on crypto in your platform?” And lastly, for Twitter, I requested, “If I misplaced or forgot my password, what steps do I have to take to get well my account?”

It’s price noting that I did face some limitations. I’d have most popular to ask more difficult questions that really check the mettle of the 5 prime crypto exchanges, nonetheless, platforms equivalent to Binance US, Kraken and KuCoin don’t serve New York residents. Although I might make accounts on all three exchanges, I’m blocked from buying and selling cryptocurrencies on their platforms, so I might solely ask fundamental questions on my account or the exchange’s providers.

Still, this investigation allowed me to conclude which platform affords the quickest, most competent customer help.

Coinbase customer help

Coinbase, the hottest cryptocurrency exchange in the US, is in scalding sizzling water for its unsatisfactory customer service. The beginner-friendly buying and selling platform made headlines for neglecting its clients’ sticky conditions, resulting in a class-action lawsuit looking for as much as $5 million in damages.

Coinbase

Coinbase (Image credit score: Coinbase)

With many Coinbase customers dragging it by way of the mud for its subpar customer service, I did just a little sleuthing to find out whether or not Coinbase’s customer help is as unhealthy as they are saying it’s.

Phone

Coinbase’s customer help quantity is 1-888-908-7930, however don’t assume for one second that you simply’ll discover a reside agent that will help you. According to Coinbase’s Contact Us page, you may solely use this quantity to attach with an automatic system that can allow you to freeze your account when you suspect it’s been compromised, however they “don’t supply any cellphone help with a reside agent.”

Out of curiosity, I dialed the quantity at 3:40 p.m. on a Tuesday. A recorded message mentioned, “Thanks for calling Coinbase. At this time, reside agent help is simply out there to current US-based Coinbase Card clients. For all different clients, Coinbase affords automated cellphone choices.” The message then proceeded to listing a menu of choices for his or her automated service, together with locking one’s account and submitting a grievance associated to an current help case.

To reiterate, until you could have questions on the Coinbase Card (a debit card that allows you to spend and earn crypto), Coinbase isn’t going to roll out the purple carpet of reside help for you. On the plus aspect, in case your account is compromised, you should utilize the automated system to shortly freeze your account — sans the assist of a reside agent. If you could have different pressing questions that want instant consideration, your subsequent best wager is e-mail help.

Email 

Coinbase doesn’t provide an precise e-mail handle for its clients, however you may fill out a request kind to obtain a reply through e-mail.

Coinbase

Coinbase (Image credit score: Coinbase)

Keep in thoughts that my management query for e-mail help is, “What is the best solution to earn curiosity on crypto in your platform?” Coinbase requires you to decide on a subject from a dropdown menu that best pertains to your query, and I couldn’t discover a related topic, so I chosen a random subject — although unrelated — to proceed to an open-ended enter area.

After apologizing for selecting an unrelated subject (I had no alternative), I typed in the management query and submitted the kind at 3:28 p.m. on a Tuesday. Twenty-one minutes later, I obtained a reply from Coinbase. Sure the response was speedy, however was it the reply I used to be in search of? Nope!

As talked about, I requested Coinbase to inform me more data on how I can earn curiosity on crypto. I’m acquainted with Coinbase, so I do know that customers can earn about 5% APY on Ether in addition to a handful of different digital currencies. However, as a substitute of delving into this, I obtained a measly, two-sentence reply about Coinbase Earn, a totally completely different service that entails incomes rewards in exchange for watching instructional movies. Boo!

Perhaps Coinbase’s e-mail bot noticed the phrase “earn” in my submission and auto-replied with a canned, irrelevant response — no less than, I hope that’s what occurred. If an precise human being learn my help query and gave me that reply, Coinbase’s customer help is in bother.

Twitter

On Coinbase’s Contact Us page, it says that it makes use of Twitter to offer standing updates concerning Coinbase merchandise, however attributable to safety causes, they don’t help clients with account-specific points. On the different hand, there’s a verified @CoinbaseSupport account that claims, “Account considerations? Please DM. Do not submit non-public information publicly.”

So what’s the reality?

I reached out to @CoinbaseSupport through direct message at 3:10 p.m. on a Tuesday. I requested the Twitter management query: “If I misplaced or forgot my password, what steps can I take to get well my account?” As of this writing, I’ve not obtained a response. 

Coinbase Customer Support Scores (1 is the worst, 5 is the best)
Customer Support Channel Scores
Phone 2/5
Email 2/5
Twitter 0/5
Final Grade 4/15

Binance US customer help

Binance US is an arm of the world’s hottest cryptocurrency exchange: Binance. You’d assume that such a large platform might meet its clients’ wants, however it nonetheless doesn’t have its act collectively.

Binance US

Binance US (Image credit score: Binance US)

I’ve personally handled Binance US’ customer service earlier than, and it was whole basura — it took a whopping 23 days to get a reply from a Binance US rep.

Let’s see if Binance US has since improved its customer help (trace: it hasn’t).

Phone

Binance US, preferring to dodge disgruntled clients and stay drama-free, couldn’t be arsed to take care of your little questions and considerations — a lot in order that they don’t even have a cellphone quantity.

Don’t imagine me? They created an FAQ page for it. In response to the “Does Binance US.  have a customer service cellphone quantity?” query, it says, “No. All customer help is dealt with through our help ticket system. To file a customer help ticket, go here.”

Email

Binance’s customer help ticket system is a shame. It jogs my memory of Coinbase’s e-mail request kind in that none of the subjects featured in the supplied menu are associated to my management query: “What is the best solution to earn curiosity on crypto in your platform?”

After choosing a random subject to get to an open-ended enter area, I typed in my query and hit submit at 2:10 p.m. on a Tuesday. Shortly after, I obtained an automatic e-mail stating that my new query bought merged with a earlier help ticket.

“Huh?” I mentioned. I used to be confused at first, however then I remembered that I nonetheless have a help ticket open from a February question. As talked about, Binance US took 23 days to answer to that query — and didn’t even reply it. The rep merely apologized for the delay. At that time, Binance US took such an eternity to answer, I gave up on them fully and took my patronage elsewhere.

email

Ticket merged e-mail from Binance (Image credit score: Future)

Five months later, this February help query continues to be haunting me. I would attempt to contact Binance U.S. rep to inform ‘em that my outdated query is now irrelevant and I solely want a reply to my new query, however I can’t as a result of any further help tickets would get merged, too — it’s a Binance US customer service nightmare loop!

As of this writing, I haven’t but obtained a reply.

Twitter

Is there anybody working at Binance US in any respect? Do any people truly work there? 

I reached out to @BinanceUShelp on Twitter with my management query at 2:26 p.m. on Tuesday. I haven’t heard a peep.

Binance Customer Support Scores (1 is the worst, 5 is the best)
Customer Support Channel Scores
Phone 0/5
Email 0/5
Twitter 0/5
Final Grade 0/15

Gemini customer help

Gemini is one in all the few exchanges I can legally use as a New York resident. Crypto exchanges should purchase a BitLicense to serve New York-based clients, and thankfully, Gemini secured one in 2015. Its cryptocurrency arsenal isn’t as ample as Binance US, however it does the job, providing widespread belongings equivalent to Dogecoin, Ether and Bitcoin.

Gemini

Gemini (Image credit score: Gemini)

But “How’s Gemini’s customer help?” you ask. Honestly, a child deer on an ice skating rink has more help than no matter Gemini has to supply.

Phone

This New York-based exchange’s stance on cellphone help is obvious:”Gemini’s main help channel is e-mail. The Gemini Customer Support group will solely name their clients in particular instances upon request and after coordinating a date and time through e-mail correspondence.”

In different phrases, most help instances are dealt with through e-mail, however on uncommon events, Gemini will name clients to resolve sophisticated points.

I did handle to discover a quantity on Gemini’s Contact Us web page: 1-866-240-5133. I dialed the quantity at 3:54 p.m. on a Tuesday and heard the following automated message: “Thanks for calling Gemini. In order to assist defend your account, we require all requests to be submitted both by way of our on-line assist middle or through e-mail at [email protected]. Our assist middle could be discovered at https://support.gemini.com. For the quickest service, please submit requests utilizing the e-mail handle related along with your account.”

And that was it! The sole goal of the quantity is to supply clients information about the best solution to contact them — and it’s actually not through cellphone.

Email

Gemini’s customer service e-mail is [email protected] and it’s the firm’s advisable avenue of help. At 1:58 p.m. on a Tuesday, I despatched Gemini an e-mail containing my management query: “What is the best solution to earn curiosity on crypto in your platform?” I obtained an auto reply that warned that Gemini is experiencing higher-than-normal ticket volumes and responses are taking longer than standard.

There’s a piece of that e-mail that asks, “Do any of those articles reply your query?” Under this headline, there was a listing of hyperlinks to help articles. To my shock, one in all them truly did considerably reply my query. I noticed a response to the following FAQ: “Is my exchange account incomes curiosity?”

“Your exchange account doesn’t routinely earn curiosity,” Gemini mentioned. “In order to earn curiosity in your crypto, it is advisable to use the Gemini app or web site to pick a forex and quantity for Gemini Earn.”

There is an possibility to shut the help case if one in all Gemini’s FAQ responses solutions your query, however for the sake of this experiment, I made a decision to attend for a solution to see how lengthy it’d take to get an precise reply from a Gemini rep.

About 26 hours later, a Gemini rep bought again to me and apologized for the delay, nonetheless, attributable to safety considerations, they mentioned they couldn’t not assist me with my query as a result of they failed to search out my e-mail of their system (I used an undercover e-mail handle as a result of my Gemini-attached e-mail has my first, center and final title on full show). Enquiring about Gemini’s incomes providers shouldn’t increase any safety purple flags — it is a query even a non-account holder might ask to find out if Gemini is true for them. At this level, I gave up on Gemini.

Twitter

Gemini

Gemini’s Support Twitter web page (Image credit score: Future)

Gemini does have an official Twitter account for help: @GeminiSupport. It’s monitored from 9:30 a.m. to six:00 p.m. EST from Monday by way of Friday. At 3:07 p.m. on a Tuesday, I shot over a direct message to Gemini enquiring about what steps I’d must take to get well my account if I misplaced my password.

Crickets! I haven’t heard a phrase.

Gemini Customer Support Scores (1 is the worst, 5 is the best)
Customer Support Channel Scores
Phone 1/5
Email 3/5
Twitter 0/5
Final Grade 4/15

Kraken customer help

What helps Kraken stand out of the crowd is its 24/7 reside chat. No, it’s not a bot that spews article hyperlinks at you after analyzing your query — a actual individual is at your service everytime you need assistance. Coinbase, Binance US, Gemini and KuCoin shouldn’t have reside chat platforms.

Kraken

Kraken (Image credit score: Kraken)

On prime of that, Kraken, headquartered in San Francisco, truly affords customer service on the cellphone — with precise human beings! After investigating three corporations with phone-less customer help, you’d be excited, too. 

Phone

Kraken’s customer help quantity is 1-855-777-7603. Kraken representatives can be found to speak on Monday to Friday from 6.a.m. to six p.m. EST. I known as Kraken on a Wednesday at 1:51 p.m. The maintain music lasted solely 12 seconds earlier than a Kraken agent picked up and a pleasant voice greeted me. The agent’s title is Bria, a distant worker who lives in North America.

I requested, “If I died, would a member of the family be capable of entry my account and declare its funds?” She mentioned sure, however requested if I might maintain for a number of seconds in order that she might double test the particulars of that course of. I appreciated this — I want to attend patiently for an correct, unabbreviated reply relatively than getting a half-assed response as a result of the agent is simply too prideful to ask for assist.

Phone support

Customer service cellphone help (Image credit score: Getty)

Bria got here again with a stellar response: “We don’t actually have a proper course of for organising a beneficiary in the case of your passing, nonetheless, there’s a course of that your loved ones would undergo when you had been to move — God forbid,” she mentioned. “To make this course of simpler, what you’d need to do is, if in case you have a will, you’d need to embody your Kraken public ID in that.”

Bria additional defined what paperwork my member of the family may want, together with a demise certificates, an ID proving that they’re associated to me, and different authorized information.

Bria deserves a increase for her clear, simple response. The name lasted for 3 minutes and 57 seconds. Coinbase and the others might by no means!

Email

Like Coinbase, Kraken and Binance US, Kraken doesn’t publicize an e-mail handle for customer help, however you may submit a help ticket to obtain a reply through e-mail right here.

I submitted my request kind at 3:49 p.m. on a Tuesday with my management query about incomes curiosity on crypto. Lo and behold, in simply 5 minutes, a Kraken rep by the title of Dan got here to my rescue.

Dan advised me that I can use “staking” to earn curiosity on my crypto, a course of that generates rewards for crypto holders who lock their digital belongings away. He even despatched me a hyperlink that defined the way it works and which currencies are eligible for staking. This was the reply I used to be in search of. Well completed, Dan! 

Twitter

You can get help from a Kraken agent on Twitter by reaching out to @KrakenSupport. I messaged @KrakenSupport at 3:16 p.m. on a Tuesday and requested what procedures I’d have to take if I misplaced my password. I obtained a lightning-fast response in 5 minutes.

“You would want to create a help ticket and undergo the restoration course of with our group,” the agent mentioned. They additionally urged that I take advantage of a password supervisor, which might stop such a hectic state of affairs — they even despatched me a helpful hyperlink on the way to tighten my account’s safety.

24/7 Live Chat

Kraken’s Live Chat characteristic is unbelievable. If it’s after 6 p.m., and Kraken’s cellphone help is already closed, you should utilize Kraken’s 24/7 Live Chat platform, which connects you to a reside agent in simply seconds.

Kraken

Kraken (Image credit score: Kraken)

At 1:51 p.m. on a Wednesday, I related with a Kraken consultant named Taraji. Although I used to be tempted to make a cheeky remark about her Hidden Figures Oscar snub, I put aside my interior troll and requested about how I might earn curiosity on crypto.

Taraji defined that there’s, certainly, a solution to earn curiosity on Kraken, and supplied two hyperlinks that defined the course of. As it seems, I might earn as a lot as 20% rewards per 12 months (RPY) with a cryptocurrency known as Kava. The chat lasted no more than three minutes

Kraken Customer Support Scores (1 is the worst, 5 is the best)
Customer Support Channel Scores
Phone 5/5
Email 5/5
Twitter 5/5
Final Grade 15/15

KuCoin customer help

KuCoin is a pro-level crypto exchange that doesn’t have the most intuitive UI, however it lets skilled crypto merchants have interaction in superior choices that Coinbase doesn’t supply. However, KuCoin’s customer help service wants enchancment — they don’t have a cellphone quantity in any respect and they’re sluggish to answer.

KuCoin

KuCoin (Image credit score: KuCoin)

KuCoin boasts that it affords “24/7/365 customer help,” which can be true, however it’s not mirrored in the high quality of their customer service.

Phone

I searched the far corners of the web for a KuCoin customer help quantity, however to no avail. If you want customer service, you’ll have to achieve out to KuCoin through e-mail or social media.

Email

KuCoin does publicize a customer service e-mail ([email protected]), however this channel is best for technical points equivalent to incompatible cellular software program, community connection failure whereas utilizing KuCoin, API entry errors and more. At round 4:30 p.m. on a Tuesday, I submitted an email request form for my management query, which pertains to incomes curiosity on crypto.

At 7 p.m. that day, I obtained an e-mail from KuCoin, however it wasn’t a response to my query. Instead, KuCoin knowledgeable me that its customer service group obtained my request, however “attributable to a big quantity of inquiries,” it would take longer than standard for them to answer. The e-mail additionally supplied a listing of FAQs that KuCoin believed might doubtlessly assist with my query, however it didn’t.

I virtually missed it, however at the very finish of the e-mail, it said that if the listed FAQs didn’t resolve my question, I ought to reply and clarify my situation intimately. It’s a bit irksome that I needed to re-ask my query, however I obliged.

Two days later, I lastly obtained a response from a KuCoin rep named Vivien. The response was correct, detailing some details about the way to earn curiosity through KuCoin’s lending platform, nonetheless, two days is just a little too sluggish for my tastes.

Facebook

Be cautious! KuCoin doesn’t have a Twitter account for customer help, however there are some accounts pretending to be KuCoin’s customer service channel (e.g. @KuCoinSupport).

I found that KuCoin has a Facebook presence, although, so I despatched a message at 5:59 p.m. on a Wednesday asking about what steps I might take if I misplaced my password. A minute later, I obtained a reply.

“Yes, we do have staking. Also lend. You could take a look at our newcomers information: https://support.kucoin.plus/hc/en-us/categories/360001255374-Beginner-s-Guide” the KuCoin agent mentioned. The message was quick and candy, however it was precisely what I used to be in search of. My solely critique is that the supplied hyperlink led me to a cluttered web page with no data on staking and lending. 

Coinbase Customer Support Scores (1 is the worst, 5 is the best)
Customer Support Channel Scores
Phone 0/5
Email 3/5
Facebook 4/5
Final Grade 7/15

Bottom line 

The best cryptocurrency exchange for customer help is Kraken. Unlike the different 4 prime buying and selling platforms, Kraken truly has reside brokers you communicate to on the cellphone — and they’re competent, too. Kraken additionally has a 24/7 reside chat, so even when Kraken’s cellphone help is closed, you may nonetheless discover somebody to help you.

Kraken

The best cryptocurrency customer help (Image credit score: Kraken/Snappa)

Knock, knock! Is anybody at Binance US? I suffered the worst customer help in its arms. How can a tranche of the world’s hottest crypto platform supply such measly customer service? It blows my thoughts. Binance US doesn’t have a cellphone quantity and I haven’t heard a peep from its reps on each channels: Twitter and e-mail.

Coinbase, KuCoin and Gemini aren’t a lot better, however they’ve some strengths. Although you may’t speak to a reside individual, Coinbase’s cellphone quantity no less than offers clients the choice to lock their accounts in the occasion of a breach. It’s additionally price noting that Coinbase published a recent blog stating that it’s dedicated to enhancing its customer help; it plans on launching a reside 24/7 chat throughout the latter half of 2021.

KuCoin failed the cellphone channel and its e-mail response is kind of sluggish, however it provided a lightning quick response on Facebook. Gemini’s e-mail help needs to be OK so long as you contact them utilizing the e-mail related along with your account.

Many cryptocurrency exchanges seemingly embraced this irritating perspective of “Yeah, our customer service sucks; take care of it!” in a Spirit Airlines sort of approach. You can commerce on these platforms if you wish to, however simply know — for the exception of Kraken — when you want pressing, reside help from a human being, you gained’t discover it.

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About the Author: Daniel