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I'm sorry about the trouble with two-factor authentication. Authy has had periodic downtime in the past week, so users haven't been receiving their text message verification and have had intermittent trouble with the back-up phone call verification. We're trying to work it out as quickly as possible - in the meantime you might try Google Authenticator if you manage to get into your account - they haven't been experiencing problems. Thanks for your patience with this!
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The "transactions" page on Coinbase is very confusing.
The transaction date changes. While pending, it's the date I initiated it. Once completed, it changes to the date they withdrew / deposited money into my bank account. All transactions are sorted by date, which really means transactions are not in order. There should be two date fields -- initiated, and completed.
Also, no dollar amount is shown in the main table. I have to click on each transaction to see the dollar amount for that transaction. That's a lot of clicking for info they could have easily put in the table.
Thanks for the feedback! These are great suggestions for ways to improve the transactions page - I'll see what we can do. Also, your first purchase must clear before you can make additional purchases. Once the first purchase is complete you are free to buy repeatedly, restrained only by your daily limit. |
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Hey, this is Olaf from Coinbase.
If you have any questions about our service you can post here or PM me. Thanks for your interest!
Why are my transactions now cancelled because they are high risk? This is really annoying. I am a level 2 customer who made successful bitcoin purchases via Coinbase in May, June, and July, and now all the sudden I am high risk. I sent an email to customer support two days ago and haven't heard back yet. Sorry about that! Just reviewed your transaction - you are now whitelisted. Apologies for the false positive! |
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That's a strange error! I'm taking a look at the root cause now - in the meantime I've credited your account the bitcoin. Sorry for the trouble with this!
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Hey, this is Olaf from Coinbase.
If you have any questions about our service you can post here or PM me. Thanks for your interest!
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Again, apologies for the trouble with this!
Olaf, I understand you're not personally at fault for this, but Coinbase's policy is really hard on new customers from this point of view. I don't know if the algorithms used by the automated process are a very good way to handle this, seeing as so many people have this problem. I think there should be at least one human person making the decision. As of this moment I'm still waiting for a reply in my email.... Also in the meantime, could you please propose a change to the wording in the email Coinbase sends to people who receive this email, specifically "You may have more luck trying again in a few weeks. Best of luck and thank you for trying Coinbase." because it feels like a slap in the face when you read it (in that specific moment), and I'm not sure that's the message Coinbase is trying to send. Thanks for the feedback with this. I agree that it's a horrible first user experience to have an order cancelled. The difficulty is that without these flagging algorithms we would be completely inundated with fraud. We try to be vigilant about manually checking accounts and pushing through cancelled transactions if it turns out to be a legitimate user. If you want PM me your email and I'll check your account. |
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Coinbase canceled my .5 BTC as "high risk".
Email me at support[at]coinbase.com and I'll manually examine your account - apologies for the trouble! |
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Franktank,
At first I thought it was an issue with a previous unconfirmed transaction which was showing in his account balance - this would cause him to see a positive balance but not "really" have access to the bitcoin, so when he attempted to send it offsite it would result in another unconfirmed transaction.
This wasn't the case, however, so I forwarded his case and a couple others like his to our lead engineer, who pushed a fix that seemed to correct the other users' problems but not rockxie's. Now we're looking at it again.
I know the delay on this case is unacceptable, but we're working now to find the bug and patch it as soon as we can.
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It's a lot of fun when the price rises and in the exact second you're supposed to receive the bitcoins your transaction gets cancelled. It's just like going back on your deal. If I make a deal with someone, for example I promise to give them some cake next friday and take some money in return. I take the money, and when friday rolls around I give him back his money because I think he's a high risk customer, although the price of cake has risen in the meantime. The guy I made my deal with has a house full of guests that will not get cake that day. I also offer a help-line for him to call but there's no one to answer until some unspecified time in the future.
If Coinbase were honest, they wouldn't cancel transactions in the last moment and refund the money. The last ebayer that did this because I order from him from a "high-risk" country got a NEGATIVE feedback from me. If a transaction is high-risk DON'T ACCEPT IT TO BEGIN WITH! That would at least be honest!
Olaf from Coinbase here I'm sorry for the trouble with this cancelled transaction! We're actively hiring additional support staff so we can respond more quickly to these types of situations: http://blog.coinbase.com/post/58733449732/we-are-looking-to-grow-our-customer-support-teamThe price is not a factor whatsoever when determining high risk status. We use machine learning algorithms - the process is fully automated and no human has a say. Fraud is a huge problem when selling bitcoin so we have to be careful - unfortunately some legitimate users get falsely flagged. If you email support I will review your account and upon your request can push through the cancelled transaction at the purchase price. Again, apologies for the trouble with this! |
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Not sure where to post this but wanted to get feedback from you all be cause I am not understanding Coinbase's thinking on this. I did a purchase last week of about 11 bitcoins through coinbase. Price was about $99 per coin. Because they allow "instant" BTC purchases, the coins were available immediately. I transferred them to my offline wallet immediately. Unfortunately a friend failed to deposit money into my bank account like they promised. The Coinbase withdrawal bounced. However the money is there now. Ready and waiting. Clearly the easiest thing to do is for Coinbase to re-initiate the ACH withdrawal. Instead they waited 4 days and told me I need to give them 11 Bitcoins to resolve the issue. At this stage BTC is listed at $115 per coin. When I bought the 11 BTC they were $99 each. I emailed coinbase and told them there's no way im going to resolve this issue by sending them 11 BTC, as that would be a $176 difference. I told them "I made a purchase for X dollars and I owe you X dollars, not a penny more" They said my account has been suspended and will remain suspended until I send them 11 BTC. I dont understand this policy nor their logic. Why would they make this the process?  Its so obvious why it makes no sense. Thanks for any insight. -Burger- Olaf from Coinbase here. Sorry for the trouble with this - in the automatic email that is sent out we ask for the bitcoin back for two reasons. First, a user sending back bitcoin is much easier than one of our team manually debiting their account. Second, many users don't have the funds for the bounced purchase, and would rather return the bitcoin at a slight loss (assuming the price went up) than have to pay for the bitcoin at the original purchase price. However, that being said, I can manually debit your account instead and always do upon request. PM me your Coinbase email and I'll look at your account. Apologies for not communicating all this better - ideally we take care of these returns before the price makes significant movements. |
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They just banned one of my bank accounts out of the blue today saying that my order was "high risk". I'm in the USA and never done anything unusual with my account. Oh well whatever.
Olaf from Coinbase here. I'm sorry about the cancellation. We use machine learning algorithms to determine risk, and their ability to differentiate a scammer from a legitimate user is getting better, but isn't perfect. Shoot me a PM with enough of your email address that I can find your account, or send a note to support[at]coinbase.com, and I'll review your account. I also apologize for the delays in support responses in the last couple weeks - we are actively hiring additional support staff. |
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Hello fellow N00bz!
I just successfully completed a transaction with Coinbase's new bank to BTC method. It was super easy and took about three days for the transaction to finalize. This was, by far, the easiest and most convenient way for me to exchange my cash to BTC! If you're sick of Bitinstant, ZipZap, Moneygram, etc. etc. I'd check it out!
Thanks!
Olaf from Coinbase here. I'm glad you like Coinbase! If you verify your identity you can purchase bitcoin instantly too. Thanks for the feedback - it's always appreciated. |
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Olaf from Coinbase here.
Sorry for the trouble with the cancelled transaction! We use machine learning algorithms to determine risk, and sometimes normal users are falsely flagged. Email support [at] coinbase.com and I'll review your account.
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Olaf from Coinbase here.
Shoot me an email at support [at] coinbase.com and I'll take a look at your account. Apologies for the trouble!
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Olaf from Coinbase here.
Sorry for the downtime - we're back up now.
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Olaf from Coinbase here.
I've just created this to be Coinbase's official reply account. Wondering if I could bypass the 5 post minimum as there are users that I need to reply to outside of the Newbie thread. Thanks in advance!
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