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Popular: password reset, 2FA, withdrawal limits, identity verification

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Account Access
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Featured Help Articles

Most read articles by our community

Account

How to Reset Your Password Safely

Step-by-step guide to resetting your password and securing your account after a lockout.

3 min read 14.2K views
Security

Setting Up Two-Factor Authentication

Protect your account with 2FA using Google Authenticator, SMS, or a hardware security key.

5 min read 22.1K views
Transactions

Why Is My Transaction Pending?

Learn about blockchain confirmation times, network congestion, and how to resolve pending transactions.

4 min read 18.9K views
KYC

Identity Verification Guide

Complete your KYC process quickly with our step-by-step identity verification walkthrough.

6 min read 31.4K views
Wallet

Understanding Your Crypto Wallet

Difference between hot wallets, cold wallets, custodial vs non-custodial, and best practices.

7 min read 9.7K views
Fraud

Recognizing and Reporting Scams

How to identify phishing attempts, fake support agents, and protect yourself from fraud.

5 min read 11.3K views
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Home/Help Center

Help Center

Find answers, guides, and troubleshooting for every question.

Getting Started

Account setup, first steps

12 articles

Account Management

Profile, settings, limits

18 articles

Buying & Selling

Orders, fees, trading

24 articles

Wallet & Storage

Deposits, withdrawals

16 articles

Security & Privacy

2FA, passwords, privacy

14 articles

Verification / KYC

Identity, documents

9 articles

Fees & Limits

Pricing, daily limits

8 articles

Troubleshooting

Errors, stuck transactions

21 articles

Frequently Asked Questions

To create an account, visit our sign-up page and provide your email address and a strong password. You'll receive a verification email — click the link to activate your account. After verifying your email, you'll be prompted to complete identity verification (KYC) to unlock full account features including buying, selling, and withdrawals.
Identity verification typically takes between 2 to 10 minutes for automated checks. In some cases, manual review may be required, which can take up to 48 hours. Please ensure your documents are valid, unexpired, and the photos are clear and legible. We'll send an email notification once your verification is complete.
Crypto transactions require network confirmations before they are considered final. The time varies by blockchain — Bitcoin typically needs 3–6 confirmations (30–60 minutes), while Ethereum usually takes 12–35 seconds. During periods of high network congestion, transactions with lower fees may take longer to confirm. If your transaction has been pending for over 24 hours, please contact support with your transaction ID.
If you've lost your phone and can no longer access your 2FA codes, use your backup recovery codes that were provided when you set up 2FA. If you didn't save these codes, you'll need to go through our account recovery process which requires identity verification. Contact our support team and select "Lost Device" as your issue type.
Go to Account Settings → Security → Two-Factor Authentication. Choose your preferred method: Authenticator App (recommended), SMS, or Hardware Key. For authenticator apps, download Google Authenticator or Authy, scan the QR code displayed, and enter the 6-digit code to confirm setup. Save your backup recovery codes in a secure location before completing setup.
Withdrawal limits depend on your verification level. Basic (email verified): $500/day. Standard (ID verified): $10,000/day. Enhanced (full KYC): $50,000/day. Institutional accounts have customizable limits. To increase your limits, complete the next verification tier in Account Settings → Limits & Verification.
To change your password, go to Account Settings → Security → Change Password. Enter your current password, then your new password twice. Your new password must be at least 12 characters and include uppercase, lowercase, numbers, and special characters. After changing your password, all other sessions will be logged out for security. If you've forgotten your password, use the "Forgot Password" link on the login page.
Fiat currency balances (USD, EUR, etc.) held in your account are held at FDIC-insured partner banks, providing coverage up to $250,000 per depositor. Cryptocurrency holdings are not FDIC insured (as they are not bank deposits), but we maintain comprehensive crime insurance covering theft from security breaches and employee malfeasance for digital assets held in our custodial wallets.
Phishing attacks typically involve fake emails, websites, or messages that impersonate our platform. Warning signs include: urgent requests for your password or seed phrase, emails from non-official domains, suspicious links (hover to verify URL), requests to send crypto to "verify your account," or offers that seem too good to be true. We will NEVER ask for your password, 2FA codes, or private keys. Report suspected phishing to security@cryptodesk.support.
If you have access to your 12 or 24-word seed phrase, you can restore your wallet using any compatible non-custodial wallet application. Never share your seed phrase with anyone — not even our support team. If you've lost your seed phrase for a custodial account, contact support with your identity documents to initiate account recovery. For non-custodial wallets, a lost seed phrase unfortunately means permanent loss of access.

Troubleshooting: Account Login Issues

  1. Clear your browser cache and cookies, then try logging in again using an incognito/private window.
  2. Verify you're using the correct email address associated with your account — check for common typos.
  3. If you have 2FA enabled, ensure your device's time/clock is synchronized correctly (NTP), as time drift causes 2FA failures.
  4. Check your email inbox and spam folder for any security alerts or account lock notifications.
  5. Try resetting your password using the "Forgot Password" option on the login page.
  6. If login still fails after resetting your password, check if your account has been temporarily suspended by contacting our support team with your registered email address.
Home/Contact Support

Contact Support

Submit a ticket and our team will respond within 2–24 hours. For urgent issues, use live chat.

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Home/Security & Recovery

Security & Account Recovery

Protect your account and recover access with our guided security tools.

Identity Verification Wizard

1
Document Type
2
Upload ID
3
Selfie Check
4
Confirmation

Step 1: Select Document Type

Choose the government-issued document you will use for verification.

Passport
Driver's License
National ID Card

Step 2: Upload Your Document

Please provide clear photos of both sides. Documents must be valid and unexpired.

Upload front of ID

Upload back of ID

Step 3: Selfie & Liveness Check

Take a selfie to confirm your identity. Our AI liveness check will guide you through the process.

Camera Access Required

Click below to enable your camera and complete liveness verification

✅

Verification Submitted!

Your documents have been submitted for review. You'll receive an email within 2–10 minutes (up to 48 hours for manual review).

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Two-Factor Authentication Setup

Use Google Authenticator or Authy for the most secure 2FA experience.

  1. Download Google Authenticator or Authy from your device's app store.
  2. Go to Account Settings → Security → Two-Factor Authentication.
  3. Click "Enable Authenticator App" and a QR code will appear on screen.
  4. Open your authenticator app, tap the + icon, and scan the QR code.
  5. Enter the 6-digit code from the app to confirm the setup.
  6. Save your 10 backup recovery codes in a secure location (password manager or printed copy).

Receive one-time codes via SMS. (Less secure than authenticator apps — use as fallback.)

  1. Go to Account Settings → Security → Two-Factor Authentication.
  2. Select "SMS Verification" and enter your mobile phone number with country code.
  3. You'll receive a 6-digit verification code via text message.
  4. Enter the code to confirm and activate SMS-based 2FA.
  5. Each login will now require a new code sent to your registered phone number.

Hardware security keys (FIDO2/U2F) provide the strongest protection. We support YubiKey and Ledger.

  1. Purchase a compatible hardware security key: YubiKey 5 NFC or Ledger Nano X.
  2. Go to Account Settings → Security → Hardware Key.
  3. Click "Register Security Key" and insert your key into a USB port (or tap for NFC).
  4. Press the physical button on the key when prompted to confirm registration.
  5. Name your key and save the registration. Your account is now protected by hardware 2FA.

Report Fraud or Security Incident

Upload evidence files

.jpg, .png, .pdf — Max 10MB

Phishing Awareness Checklist

  • Always verify the URL before entering credentials — look for our exact domain
  • We will never send unsolicited links asking you to log in via email
  • Our team will NEVER ask for your password, seed phrase, or 2FA codes
  • Check email sender addresses carefully — look for misspellings or extra characters
  • Be wary of urgent requests or threats of account suspension
  • If in doubt, go directly to our website by typing the URL manually

Security Checklist

  • Email address verified
  • Identity verification (KYC) complete
  • Two-factor authentication enabled
  • Recovery codes saved securely
  • Hardware security key registered
  • Trusted devices list reviewed
Home/About Us

About Coinbase

Trusted, compliant, and dedicated to your security.

Our Mission

Coinbase exists to make cryptocurrency accessible, safe, and understandable for everyone. We provide independent, professional support services to help users navigate the digital asset landscape with confidence — backed by enterprise-grade security, regulatory compliance, and a team of dedicated specialists available 24/7.

2M+ Users Served 140+ Countries 4.8/5 Satisfaction

Leadership Team

Alex Morgan

Chief Executive Officer

Sarah Chen

Chief Security Officer

James Parker

Chief Compliance Officer

Priya Sharma

Chief Technology Officer

David Liu

Chief Operating Officer

Maria Santos

Head of Customer Success

Compliance & Regulation

Licenses & Registrations

Registered and licensed in key jurisdictions to ensure full legal compliance.

FinCENMSBNY BitLicenseEU MiCA

Regulatory Compliance

Adhering to all major financial regulations across all operating markets.

BSAAMLKYCOFAC

Data Protection

Industry-leading security certifications and data protection standards.

SOC 2GDPRCCPAISO 27001

Privacy Policy

1. Data Collection

We collect information you provide directly (name, email, ID documents), data generated through use (transaction history, device info), and third-party data for compliance purposes.

2. Data Usage

Your data is used to provide and improve our services, verify your identity, prevent fraud, comply with legal obligations, and communicate about your account.

3. Data Sharing

We do not sell your personal data. We may share with regulatory bodies as required by law, trusted service providers under strict data agreements, and fraud prevention networks.

4. Cookies

We use essential cookies for platform functionality, analytics cookies (opt-out available), and preference cookies. See our Cookie Policy for full details.

5. Your Rights

Under GDPR and CCPA, you have rights to access, correct, delete, and port your data. Submit requests to privacy@cryptodesk.support.

6. Data Retention

Account data is retained for the duration of your account plus 7 years for regulatory compliance. You may request deletion of non-regulatory data.

Terms of Service

1. Agreement

By using CryptoDesk services, you agree to these terms. If you disagree, please discontinue use. These terms govern all use of our platform and services.

2. Acceptable Use

You may not use our services for illegal activities, money laundering, sanctions evasion, market manipulation, or any activities prohibited by applicable law.

3. Fees & Limits

Fees are disclosed before transactions. We reserve the right to modify fee structures with 30 days notice. Daily and monthly limits apply based on your verification level.

4. Liability

Our liability is limited to direct damages up to the fees paid in the 12 months preceding the claim. We are not liable for indirect, consequential, or incidental damages.

5. Dispute Resolution

Disputes are resolved by binding arbitration under AAA rules. Class action waiver applies. Governing law is the State of Delaware, USA.

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