Coinbase has made significant strides in reducing account freezes, with the exchange’s CEO sharing exciting news recently. This ongoing issue had left many users feeling frustrated and sidelined. The company is not just close to resolving these issues; it is actively pursuing a better user experience.
Significant Reduction in Account Freezes
In a recent announcement, CEO Brian Armstrong revealed that Coinbase has successfully diminished unwanted account freezes by a remarkable 82%. This milestone, communicated through a post on social media, illustrates that addressing user concerns is a priority for the organization. While brief account holds are manageable, prolonged freezes have caused immense frustration, with users recounting experiences of being locked out for several months.
Addressing account freezes has been a critical focus for us, and it’s unacceptable how long this has persisted. While there are multiple factors contributing to the past issues, it’s our commitment to fix them that truly matters. More updates are coming…
— Brian Armstrong (@brian_armstrong) June 6, 2025
Leadership Changes Driving Progress
Recent shifts within the Coinbase team have fueled progress in eliminating unnecessary account restrictions. Dor Levi, who joined nine weeks ago, is spearheading efforts aimed at enhancing user experience. With substantial investments in cutting-edge machine learning technologies, Coinbase has upgraded its systems. These improvements are designed to flag genuine suspicious activities while allowing normal transactions to proceed seamlessly.
I came on board at @coinbase with a crucial mission: to improve the freezing of valid accounts. Acknowledging the impact this has had on users, I’m dedicated to resolving these challenges. Account stability is our primary objective moving forward.
— Dor (@dorvonlevi) June 6, 2025
Concerns Following Data Breach
Despite these positive changes, user trust has been rattled due to a recent data breach impacting over 70,000 accounts. Reports indicated that some service personnel were bribed to share sensitive customer data, including ID photos and addresses. The discovery of this breach was delayed until mid-May, leading to public frustration and concern. Some users have recounted instances of lost cryptocurrencies being associated with this breach.
Legal Compliance Remains a Factor
Coinbase will still adhere to any legal mandates requiring account freezes, as clarified by Armstrong and Levi. These legally enforceable restrictions are excluded from the reported 82% reduction. Users suspecting their issues stem from such legalities are advised to reach out to Coinbase support for clarification.
Need for Enhanced Customer Support
Despite improvements, concerns about customer support persist. Many users have reported difficulties in reaching live representatives for assistance, with some stating that it can take excessively long to connect with a support agent. Armstrong’s encouragement for users with account freezes to seek help is undermined by reports of customer service challenges, prompting calls for better support systems.
Commitment to User Trust
As the leading custodian for spot Bitcoin exchange-traded funds, Coinbase recognizes the importance of establishing trust with its user base. Reducing unnecessary account freezes is a positive step, but achieving lasting trust will require ongoing transparency and communication. Users expect concrete proof that their data remains secure as Coinbase works to fulfill its commitments.
Image courtesy of ARZDigital, data from TradingView
