“Which crypto alternate has the most effective customer support?” 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 most well-liked crypto exchanges: Coinbase, Binance US, Gemini, KuCoin and Kraken. Fact be instructed, for the exception of 1 platform, chaos, anarchy and turmoil may submerge your account into the pits of “Holy crap! I would like pressing assist” hell, and also you nonetheless wouldn’t be capable of attain a dwell agent to satisfy your quick wants.
Coinbase, Binance US, Gemini and KuCoin don’t have available dwell assist groups. Some will help you converse to a rep solely after they’ve decided your case is critical sufficient for a cellphone chat — others don’t have cellphone assist in any respect. On one hand, it’s comprehensible that crypto exchanges don’t wish to litter their cellphone facilities with frivolous calls, however on the opposite, in the event you want pressing assist, you haven’t any alternative however to twiddle your thumbs and look forward to an e mail or Twitter reply.
Thankfully, 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 assist, e mail and social media to find out which digital-asset platform reigns supreme in addressing buyer considerations.
Investigation methodology for Coinbase, Binance US, Kraken, KuCoin and Gemini
I investigated all 5 crypto exchanges utilizing three avenues of buyer assist: cellphone, e mail and Twitter. I produced a management query for every.
For cellphone assist, I selected, “If I handed away, how can a member of the family acquire entry to my crypto funds?” For e mail assist, I went with, “What’s one of the simplest ways to earn curiosity on crypto in your platform?” And at last, for Twitter, I requested, “If I misplaced or forgot my password, what steps do I must take to get well my account?”
It’s value noting that I did face some limitations. I’d have most popular to ask tougher questions that really check the mettle of the 5 high crypto exchanges, nonetheless, platforms corresponding to Binance US, Kraken and KuCoin don’t serve New York residents. Though I may make accounts on all three exchanges, I’m blocked from buying and selling cryptocurrencies on their platforms, so I may solely ask primary questions on my account or the alternate’s companies.
Nonetheless, this investigation allowed me to conclude which platform presents the quickest, most competent buyer assist.
Coinbase buyer assist
Coinbase, the most well-liked cryptocurrency alternate within the US, is in scalding scorching water for its unsatisfactory customer support. The beginner-friendly buying and selling platform made headlines for neglecting its clients’ sticky conditions, resulting in a class-action lawsuit searching for as much as $5 million in damages.
With many Coinbase customers dragging it by the mud for its subpar customer support, I did somewhat sleuthing to find out whether or not Coinbase’s buyer assist is as dangerous as they are saying it’s.
Coinbase’s buyer assist quantity is 1-888-908-7930, however don’t assume for one second that you simply’ll discover a dwell agent that will help you. In line with Coinbase’s Contact Us page, you’ll be able to solely use this quantity to attach with an automatic system that can assist you to freeze your account in the event you suspect it’s been compromised, however they “don’t supply any cellphone assist with a dwell agent.”
Out of curiosity, I dialed the quantity at 3:40 p.m. on a Tuesday. A recorded message stated, “Thanks for calling Coinbase. Right now, dwell agent assist is barely accessible to current US-based Coinbase Card clients. For all different clients, Coinbase presents automated cellphone choices.” The message then proceeded to record a menu of choices for his or her automated service, together with locking one’s account and submitting a criticism associated to an current assist case.
To reiterate, until you may have questions in regards to the Coinbase Card (a debit card that permits you to spend and earn crypto), Coinbase isn’t going to roll out the pink carpet of dwell assist for you. On the plus facet, in case your account is compromised, you need to use the automated system to rapidly freeze your account — sans the assistance of a dwell agent. You probably have different pressing questions that want quick consideration, your subsequent finest guess is e mail assist.
Coinbase doesn’t provide an precise e mail handle for its clients, however you’ll be able to fill out a request type to obtain a reply by way of e mail.
Understand that my management query for e mail assist is, “What’s one of the simplest ways to earn curiosity on crypto in your platform?” Coinbase requires you to decide on a subject from a dropdown menu that finest 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 within the management query and submitted the shape at 3:28 p.m. on a Tuesday. Twenty-one minutes later, I acquired a reply from Coinbase. Certain the response was speedy, however was it the reply I used to be searching for? Nope!
As talked about, I requested Coinbase to inform me extra info on how I can earn curiosity on crypto. I’m aware of Coinbase, so I do know that customers can earn about 5% APY on Ether in addition to a handful of different digital currencies. Nonetheless, as a substitute of delving into this, I acquired a measly, two-sentence reply about Coinbase Earn, a totally completely different service that includes incomes rewards in alternate for watching academic movies. Boo!
Maybe 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 assist query and gave me that reply, Coinbase’s buyer assist is in bother.
On Coinbase’s Contact Us page, it says that it makes use of Twitter to supply standing updates relating to Coinbase merchandise, however attributable to safety causes, they don’t help clients with account-specific points. However, there’s a verified @CoinbaseSupport account that claims, “Account considerations? Please DM. Don’t put up personal data publicly.”
So what’s the fact?
I reached out to @CoinbaseSupport by way of 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 acquired a response.
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Binance US buyer assist
Binance US is an arm of the world’s hottest cryptocurrency alternate: Binance. You’d assume that such an enormous platform may meet its clients’ wants, but it surely nonetheless doesn’t have its act collectively.
I’ve personally handled Binance US’ customer support earlier than, and it was complete 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 buyer assist (trace: it hasn’t).
Binance US, preferring to dodge disgruntled clients and stay drama-free, couldn’t be arsed to cope with 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 support cellphone quantity?” query, it says, “No. All buyer assist is dealt with by way of our assist ticket system. To file a buyer assist ticket, go here.”
Binance’s buyer assist ticket system is a shame. It jogs my memory of Coinbase’s e mail request type in that not one of the subjects featured within the supplied menu are associated to my management query: “What’s one of the simplest ways to earn curiosity on crypto in your platform?”
After deciding on 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 acquired an automatic e mail stating that my new query acquired merged with a earlier assist ticket.
“Huh?” I stated. I used to be confused at first, however then I remembered that I nonetheless have a assist 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 solely and took my patronage elsewhere.
5 months later, this February assist query remains to be haunting me. I would attempt to contact Binance U.S. rep to inform ‘em that my previous query is now irrelevant and I solely want a reply to my new query, however I can’t as a result of any extra assist tickets would get merged, too — it’s a Binance US customer support nightmare loop!
As of this writing, I haven’t but acquired a reply.
Is there anybody working at Binance US in any respect? Do any people really 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.
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Gemini buyer assist
Gemini is among 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, but it surely does the job, providing well-liked property corresponding to Dogecoin, Ether and Bitcoin.
However “How’s Gemini’s buyer assist?” you ask. Actually, a child deer on an ice skating rink has extra assist than no matter Gemini has to supply.
This New York-based alternate’s stance on cellphone assist is obvious:”Gemini’s major assist channel is e mail. The Gemini Buyer Assist group will solely name their clients in particular instances upon request and after coordinating a date and time by way of e mail correspondence.”
In different phrases, most assist instances are dealt with by way of 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 next automated message: “Thanks for calling Gemini. With a view to assist defend your account, we require all requests to be submitted both by our on-line assist middle or by way of e mail at email@example.com. Our assist middle might 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 only objective of the quantity is to supply clients data about one of the simplest ways to contact them — and it’s definitely not by way of cellphone.
Gemini’s customer support e mail is firstname.lastname@example.org and it’s the firm’s really helpful avenue of assist. At 1:58 p.m. on a Tuesday, I despatched Gemini an e mail containing my management query: “What’s one of the simplest ways to earn curiosity on crypto in your platform?” I acquired an auto reply that warned that Gemini is experiencing higher-than-normal ticket volumes and responses are taking longer than regular.
There’s a bit of that e mail that asks, “Do any of those articles reply your query?” Beneath this headline, there was an inventory of hyperlinks to assist articles. To my shock, one in all them really did considerably reply my query. I noticed a response to the next FAQ: “Is my alternate account incomes curiosity?”
“Your alternate account doesn’t routinely earn curiosity,” Gemini stated. “With a view to earn curiosity in your crypto, you have to use the Gemini app or web site to pick a foreign money and quantity for Gemini Earn.”
There’s an possibility to shut the assist 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 acquired again to me and apologized for the delay, nonetheless, attributable to safety considerations, they stated 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 identify on full show). Enquiring about Gemini’s incomes companies shouldn’t elevate any safety pink flags — it is a query even a non-account holder may ask to find out if Gemini is correct for them. At this level, I gave up on Gemini.
Gemini does have an official Twitter account for assist: @GeminiSupport. It’s monitored from 9:30 a.m. to six:00 p.m. EST from Monday by Friday. At 3:07 p.m. on a Tuesday, I shot over a direct message to Gemini enquiring about what steps I’d should take to get well my account if I misplaced my password.
Crickets! I haven’t heard a phrase.
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Kraken buyer assist
What helps Kraken stand out of the gang is its 24/7 dwell 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 wouldn’t have dwell chat platforms.
On high of that, Kraken, headquartered in San Francisco, really presents customer support on the cellphone — with precise human beings! After investigating three corporations with phone-less buyer assist, you’d be excited, too.
Kraken’s buyer assist 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 identify 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 stated sure, however requested if I may maintain for a number of seconds in order that she may double verify the main points of that course of. I appreciated this — I choose to attend patiently for an correct, unabbreviated reply relatively than getting a half-assed response as a result of the agent is just too prideful to ask for assist.
Bria got here again with a stellar response: “We don’t actually have a proper course of for establishing a beneficiary within the case of your passing, nonetheless, there’s a course of that your loved ones would undergo in the event you have been to cross — God forbid,” she stated. “To make this course of simpler, what you’d wish to do is, in case you have a will, you’d wish to embrace your Kraken public ID in that.”
Bria additional defined what paperwork my member of the family might want, together with a dying certificates, an ID proving that they’re associated to me, and different authorized information.
Bria deserves a elevate for her clear, easy response. The decision lasted for 3 minutes and 57 seconds. Coinbase and the others may by no means!
Like Coinbase, Kraken and Binance US, Kraken doesn’t publicize an e mail handle for buyer assist, however you’ll be able to submit a assist ticket to obtain a reply by way of e mail here.
I submitted my request type 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 identify of Dan got here to my rescue.
Dan instructed 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 property 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 searching for. Nicely performed, Dan!
You will 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 must take if I misplaced my password. I acquired a lightning-fast response in 5 minutes.
“You would want to create a assist ticket and undergo the restoration course of with our group,” the agent stated. In addition they steered that I take advantage of a password supervisor, which might stop such a traumatic situation — they even despatched me a helpful hyperlink on learn how to tighten my account’s safety.
24/7 Dwell Chat
Kraken’s Dwell Chat function is unimaginable. If it’s after 6 p.m., and Kraken’s cellphone assist is already closed, you need to use Kraken’s 24/7 Dwell Chat platform, which connects you to a dwell agent in simply seconds.
At 1:51 p.m. on a Wednesday, I linked with a Kraken consultant named Taraji. Though I used to be tempted to make a cheeky remark about her Hidden Figures Oscar snub, I put aside my internal troll and requested about how I may earn curiosity on crypto.
Taraji defined that there’s, certainly, a approach to earn curiosity on Kraken, and supplied two hyperlinks that defined the method. Because it seems, I may earn as a lot as 20% rewards per yr (RPY) with a cryptocurrency known as Kava. The chat lasted not more than three minutes
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KuCoin buyer assist
KuCoin is a pro-level crypto alternate that doesn’t have probably the most intuitive UI, but it surely lets knowledgeable crypto merchants interact in superior choices that Coinbase doesn’t supply. Nonetheless, KuCoin’s buyer assist service wants enchancment — they don’t have a cellphone quantity in any respect they usually’re gradual to answer.
KuCoin boasts that it presents “24/7/365 buyer assist,” which can be true, but it surely’s not mirrored within the high quality of their customer support.
I searched the far corners of the web for a KuCoin buyer assist quantity, however to no avail. In case you want customer support, you’ll have to achieve out to KuCoin by way of e mail or social media.
KuCoin does publicize a customer support e mail (email@example.com), however this channel is finest for technical points corresponding to incompatible cellular software program, community connection failure whereas utilizing KuCoin, API entry errors and extra. 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 acquired an e mail from KuCoin, but it surely wasn’t a response to my query. As a substitute, KuCoin knowledgeable me that its customer support group acquired my request, however “attributable to a big quantity of inquiries,” it should take longer than regular for them to answer. The e-mail additionally supplied an inventory of FAQs that KuCoin believed may probably assist with my query, but it surely didn’t.
I nearly missed it, however on 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 subject intimately. It’s a bit irksome that I needed to re-ask my query, however I obliged.
Two days later, I lastly acquired a response from a KuCoin rep named Vivien. The response was correct, detailing some details about learn how to earn curiosity by way of KuCoin’s lending platform, nonetheless, two days is somewhat too gradual for my tastes.
Watch out! KuCoin doesn’t have a Twitter account for buyer assist, however there are some accounts pretending to be KuCoin’s customer support channel (e.g. @KuCoinSupport).
I found that KuCoin has a Fb presence, although, so I despatched a message at 5:59 p.m. on a Wednesday asking about what steps I may take if I misplaced my password. A minute later, I acquired a reply.
“Sure, we do have staking. Additionally lend. It’s possible you’ll take a look at our freshmen information: https://support.kucoin.plus/hc/en-us/categories/360001255374-Beginner-s-Guide” the KuCoin agent stated. The message was brief and candy, but it surely was precisely what I used to be searching for. My solely critique is that the supplied hyperlink led me to a cluttered web page with no info on staking and lending.
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The very best cryptocurrency alternate for buyer assist is Kraken. Not like the opposite 4 high buying and selling platforms, Kraken really has dwell brokers you converse to on the cellphone — they usually’re competent, too. Kraken additionally has a 24/7 dwell chat, so even when Kraken’s cellphone assist is closed, you’ll be able to nonetheless discover somebody to help you.
Knock, knock! Is anybody at Binance US? I suffered the worst buyer assist in its fingers. How can a tranche of the world’s hottest crypto platform supply such measly customer support? 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. Though you’ll be able to’t speak to a dwell individual, Coinbase’s cellphone quantity no less than provides clients the choice to lock their accounts within the occasion of a breach. It is also value noting that Coinbase published a recent blog stating that it’s dedicated to enhancing its buyer assist; it plans on launching a dwell 24/7 chat through the latter half of 2021.
KuCoin failed the cellphone channel and its e mail response is kind of gradual, but it surely supplied a lightning quick response on Fb. Gemini’s e mail assist 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 support sucks; cope with it!” in a Spirit Airways sort of manner. You possibly can commerce on these platforms if you wish to, however simply know — for the exception of Kraken — in the event you want pressing, dwell assist from a human being, you received’t discover it.