Funds in my coinbase vault stuck for very long time

[mersal]

In the past I am using coinbase and their vault features to store bitcoins in my android which I later switched to electrum due to the problems facing with their wallet.

If you take a look at this thread : Coinbase Vault query! - delayed for 24 hours then you can find that my funds in the vault stuck for more than a year now and their support also not giving any response for a very long time but recently I tried my luck to get the funds out of it.Which I mentioned in my one of past below.

Update after a long time:

Since we are in bullish trend in the last few months I remembered that I got few hundreds stuck into my coinbase vault over a year so I just wanted to give it a try is there any way to get them out.

I tried to delete my coinbase account when they asked me to enter desired bitcoin address to withdraw all the funds left which includes the vault amount as well and entered 2FA code then clicked withdraw.But again I got the same mail which asks me to approve the transaction but received another email at the same time as follows

As a security precaution, your withdrawal of x.xxx BTC on November x, 2020 at xx:xxpm PST has been delayed for 72 hours to make sure you authorized it. You can view the withdrawal at Coinbase.com.

If you did make this withdrawal, no action is required. The withdrawal will automatically be completed in 72 hours.

If you didn’t make this withdrawal and believe it’s unauthorized activity, you have 72 hours to cancel it. You should also disable sign-in to your account to prevent anyone from accessing your account.

So do I have a chance now to withdraw the funds successfully without approving it?

But nothing changed and still, funds are pending status even after a week later, and also their customer support also not giving the solutions to delete my vault as they said to my one of my support ticket.Like they asked me to complete verification and they asked me to reach them.

Here is the summary of my issue, I have some bitcoins in my coinbase vault which is similar to multisig wallet, to access the funds there we need to give authorization from two emails which we had given at the time of vault creation. But why my funds are stuck because I am not getting the authorization email to one of my emails. So here is no way to get the funds back until the support moves the funds on my behalf.

PS. don't report this thread to be moved to the exchanges section because that is where I am bringing the discussion here to get help from other members.

[BitMaxz]

I tried to search and found some people with the same issue but it seems no one solve their issue yet.

Like this one from Reddit https://www.reddit.com/r/CoinBase/comments/72laws/changing_vault_secondary_email/
One of the users update his post telling that he has informed by Coinbase support that all vaults balances will be transfer to his main wallet as a promise.
I don't know if he already solve his issue but according to his last post https://www.reddit.com/user/BurntWalker/ "I had same issue - they did resolve it."

It seems he got assistance through phone call from Coinbase support and resolve the issue.

Why not try to  call them directly to any of these number below for assistance.

- US/International: +1 (888) 908-7930
- United Kingdom: 0808 168 4635

[Pffrt]

Why not try to  call them directly to any of these number below for assistance.

- US/International: +1 (888) 908-7930
- United Kingdom: 0808 168 4635

This is what I got from their support page-

Please be aware that we curently do not offer any phone support with a live agent.

It seems like they don't have the service active at this moment.
I can't remember how long ago, I had problem with mh coinbase and had reached through their email service and got the issue solved although it took almost a week.
Try to reach them through email form and fill them as needed, I tried to check the issue with Vault and didn’t find one exactly.

[Lordhermes]

Try to reach them through email form and fill them as needed, I tried to check the issue with Vault and didn’t find one exactly.

I just don't know why transaction should be stacked for one year and can't be resolved,
I would have suggested you come in contact with them on their telegram group and have a live chat with the admin, this sometimes allowed users issue to be solved at some point.

[posi]

According to your statement, even if you call their customers support over the phone for assistance you'll still be asked to complete their KYC verification cause coinbase have to make KYC/AML their top priority ever since the US SEC implemented it and this was what I also went through in the year 2018 before I could move all my coins on coinbase.

[Bitcoin_Arena]

According to your statement, even if you call their customers support over the phone for assistance you'll still be asked to complete their KYC verification cause coinbase have to make KYC/AML their top priority ever since the US SEC implemented it and this was what I also went through in the year 2018 before I could move all my coins on coinbase.

In fact OP did try to complete KYC verification as requested in the emails but it didn't materialize into anything. Without verification from the second email, I don't think OP will ever get his money. They are probably trying to be strict to letter in regard to vault wallets. No approval from the second email address, no funds whether OP genuinely lost access to the second email address or not.

[Pffrt]

Try to reach them through email form and fill them as needed, I tried to check the issue with Vault and didn’t find one exactly.

I just don't know why transaction should be stacked for one year and can't be resolved,
I would have suggested you come in contact with them on their telegram group and have a live chat with the admin, this sometimes allowed users issue to be solved at some point.

It’s not a transaction, if it was, it would have no problem. It was an issue with fund held in Coinbase Vault. Also, there is no telegram support group for Coinbase. The only way to reach them is contacting through their email.

[mersal]

According to your statement, even if you call their customers support over the phone for assistance you'll still be asked to complete their KYC verification cause coinbase have to make KYC/AML their top priority ever since the US SEC implemented it and this was what I also went through in the year 2018 before I could move all my coins on coinbase.

In fact OP did try to complete KYC verification as requested in the emails but it didn't materialize into anything. Without verification from the second email, I don't think OP will ever get his money. They are probably trying to be strict to letter in regard to vault wallets. No approval from the second email address, no funds whether OP genuinely lost access to the second email address or not.

I completed the verification as they requested but they didn't respond to the emails after that which is almost a week completed now
Yes I agree that without verification from second email it is not possible to get the funds back but I didn't lost access to my secondary email, it was something issue on the other side that is why I am getting a different name on the secondary email which I swear that is not the email which I gave while creating the vault.

No choice other than waiting for their response I guess. but the problem is they never reply.

[posi]

According to your statement, even if you call their customers support over the phone for assistance you'll still be asked to complete their KYC verification cause coinbase have to make KYC/AML their top priority ever since the US SEC implemented it and this was what I also went through in the year 2018 before I could move all my coins on coinbase.

In fact OP did try to complete KYC verification as requested in the emails but it didn't materialize into anything. Without verification from the second email, I don't think OP will ever get his money. They are probably trying to be strict to letter in regard to vault wallets. No approval from the second email address, no funds whether OP genuinely lost access to the second email address or not.

I completed the verification as they requested but they didn't respond to the emails after that which is almost a week completed now
Yes I agree that without verification from second email it is not possible to get the funds back

Sorry about and i can assure that I understand what are going through cause I also webt through alot of hell and it took almost 6months when trying to get my fund back from coinbase then but since you have completed the verification you will get your coins back.

but I didn't lost access to my secondary email, it was something issue on the other side that is why I am getting a different name on the secondary email which I swear that is not the email which I gave while creating the vault.

No choice other than waiting for their response I guess. but the problem is they never reply.

Getting a different name could somehow cause some issue but if the secondary email wasnt the one you gave when creating the vault account who change the email? Maybe you have change the email not remember you did. Do you still have access to the email used to register the vault?

[mersal]

but I didn't lost access to my secondary email, it was something issue on the other side that is why I am getting a different name on the secondary email which I swear that is not the email which I gave while creating the vault.

No choice other than waiting for their response I guess. but the problem is they never reply.

Getting a different name could somehow cause some issue but if the secondary email wasnt the one you gave when creating the vault account who change the email? Maybe you have change the email not remember you did. Do you still have access to the email used to register the vault?

I only can see the fist letter of the approver email and the remaining all of them were just censored so can't say exactly what happened but as far as I know now the email starts with  "d" which I think it denotes something like "deleted" or something like that.

I have access to the email which I had given even if I wanted to change the email of the vault then it is not possible to do. The only way is to create a new wallet.

Can I change the settings on a vault after it has been created?

Once a vault has been created its type, withdrawal delay period (48 hours), notification settings, security settings, and owner cannot be changed. In the event that you need to change any of this information, it's best to create a new vault.

Coinbase Vaults faqs: https://help.coinbase.com/en/coinbase/getting-started/other/vaults-faq

[posi]

but I didn't lost access to my secondary email, it was something issue on the other side that is why I am getting a different name on the secondary email which I swear that is not the email which I gave while creating the vault.

No choice other than waiting for their response I guess. but the problem is they never reply.

Getting a different name could somehow cause some issue but if the secondary email wasnt the one you gave when creating the vault account who change the email? Maybe you have change the email not remember you did. Do you still have access to the email used to register the vault?

I only can see the fist letter of the approver email and the remaining all of them were just censored so can't say exactly what happened but as far as I know now the email starts with  "d" which I think it denotes something like "deleted" or something like that.

I have access to the email which I had given even if I wanted to change the email of the vault then it is not possible to do. The only way is to create a new wallet.

I will be honest with you, if you don't have access to the approver email which you said it starts with "d" that the rest was censored you cant withdraw your coin from the coinbase vault.
You need to think about some old email you open which you might have use for the vault wallet.

[mersal]

snip~
I will be honest with you, if you don't have access to the approver email which you said it starts with "d" that the rest was censored you cant withdraw your coin from the coinbase vault.
You need to think about some old email you open which you might have use for the vault wallet.

The actual approval email starts with 'a', and I am saying it because I have the old authentication email on that email so I have the approval email as well but the issue is something wrong with the coinbase system not from my side.

[posi]

snip~
I will be honest with you, if you don't have access to the approver email which you said it starts with "d" that the rest was censored you cant withdraw your coin from the coinbase vault.
You need to think about some old email you open which you might have used for the vault wallet.

The actual approval email starts with 'a', and I am saying it because I have the old authentication email on that email so I have the approval email as well but the issue is something wrong with the coinbase system not from my side.

That's strange. If you have done the ID verification and approve the withdrawal transaction through the authorization link that will be sent to your approval email the withdraw should be processed as soon as possible and to be sure what may be the reason why your vault withdraws was not process. What response do you get when you click on the approval link.

[Potato Chips]

@posi, op still hasn't completed approving the two confirmation emails needed for the withdrawal to go thru because coinbase nuked their secondary one. (similar prob from another user)

@op, what you can do rn is to keep trying to get coinbase's attention. Bother them in every channel they have, if you want you can tell them about this thread or whichever that has the most views/engagement

[mersal]

@op, what you can do rn is to keep trying to get coinbase's attention. Bother them in every channel they have, if you want you can tell them about this thread or whichever that has the most views/engagement

It seems creating multiple support ticket is getting worthless because they are not responding to any of them no matter how much days I wait before submitting the next one.

Even I tried the different support emails, the result is same.

The same thing exists and unresolved on Reddit too, so I can do is to visit their physical office and get their attention!

I decided to keep trying with a new ticket every week until they notice mine.

[stomachgrowls]

@op, what you can do rn is to keep trying to get coinbase's attention. Bother them in every channel they have, if you want you can tell them about this thread or whichever that has the most views/engagement

It seems creating multiple support ticket is getting worthless because they are not responding to any of them no matter how much days I wait before submitting the next one.

Even I tried the different support emails, the result is same.

The same thing exists and unresolved on Reddit too, so I can do is to visit their physical office and get their attention!

I decided to keep trying with a new ticket every week until they notice mine.

If you do have the chance then why not?

You got some point on sending spam emails wont really make the situation even way more faster. Whats the update on this one op? have this one resolved out already?

Usually when transferring your bitcoin from vault into other wallet will be having that 3 days clearing time as far as i remember yet i had experienced on using up their vault too
and this one had been stuck for a long time then they are the only ones who can resolved out.

[Potato Chips]

Hmm.. are you from US op? maybe try joining this class action and while at it, slip the fact that you did in your ticket. Worth a shot, you wont lose anything. Im not sure if non-US citizen can join tho, wouldn't hurt to ask them if you are.

btw, how many upboats did your reddit thread had?

[mersal]

@op, what you can do rn is to keep trying to get coinbase's attention. Bother them in every channel they have, if you want you can tell them about this thread or whichever that has the most views/engagement

It seems creating multiple support ticket is getting worthless because they are not responding to any of them no matter how much days I wait before submitting the next one.

Even I tried the different support emails, the result is same.

The same thing exists and unresolved on Reddit too, so I can do is to visit their physical office and get their attention!

I decided to keep trying with a new ticket every week until they notice mine.

If you do have the chance then why not?

You got some point on sending spam emails wont really make the situation even way more faster. Whats the update on this one op? have this one resolved out already?

Usually when transferring your bitcoin from vault into other wallet will be having that 3 days clearing time as far as i remember yet i had experienced on using up their vault too
and this one had been stuck for a long time then they are the only ones who can resolved out.

Nothing to update because there is no response from them for all of my support tickets. Normally it will take 48 hours for the transaction to gets clear then it will move to wallet from Vault but the problem raises when the Authorization required to clear that transaction.

Hmm.. are you from US op? maybe try joining this class action and while at it, slip the fact that you did in your ticket. Worth a shot, you wont lose anything. Im not sure if non-US citizen can join tho, wouldn't hurt to ask them if you are.

btw, how many upboats did your reddit thread had?

It seems that website is only for US citizen because they are asking to select the region which are only from states but unfortunately I am not one from there.

Coinbase subreddit have Karma requirements I guess so that my thread has been trashed due to insufficient karma because normally I don't interact on Reddit just only use it as guest user.

[mersal]

Coinbase is supposed to respond every support ticket raised right? But they starts to ignore it some of them especially it can find the solution only if support staffs gets into that issue and resolve on behalf of the customer?

[sunsilk]

Coinbase is supposed to respond every support ticket raised right?

When was the last time you've sent them the ticket? Yes, knowing that they're one of the most popular exchange, they should address every customer's concern through their tickets.

Create a new email/ticket to them indicating your concern with the ticket # for that report you've sent them for it to be followed up.