Coinbase announced it has cut back on unnecessary account freezes by 82%, following extensive user complaints about prolonged access limitations. CEO Brian Armstrong acknowledged this issue on June 6 via a post on X, describing account freezes as “a major issue” that had been tolerated for “longer than is acceptable.” He confirmed the problem is now being prioritized and urged affected users to contact Coinbase Support.
The improvement follows sustained frustration among users who reported being locked out of their accounts—sometimes for weeks or months—without clear explanations or timely support. Armstrong credited the swift progress to the recent hiring of product expert Dor Levi, whose team revamped Coinbase’s machine learning systems to minimize false positives in fraud detection.
Despite reducing “false positives,” both Armstrong and Levi cautioned that certain freezes will still occur in cases involving legal requirements or fraud prevention. Levi admitted the current level of support still “doesn’t meet [his] own bar” and pledged to continue refining the process. Meanwhile, user sentiment remains divided, as many continue to report lingering issues and slow customer service.
