Coinbase, the US crypto exchange, has cut down on freezing its user accounts by 82%. The firm’s CEO, Brian Armstrong, stated that these account freezes had been a serious problem for too long and upset many customers.
He has made resolving such issues a top priority for the company in order to enhance the experience and improve outcomes for its users. He further stated that, “We have made progress, with more to come.”
The CEO has stated this on his X post. The exchange has faced years of complaints from users locked out of accounts, sometimes for months or even years. Some abandoned the platform entirely, while others, responding to Armstrong’s post, shared ongoing struggles. Criticism also targeted Coinbase’s customer support.
Armstrong credited product team member Dor Levi, hired in April 2025, for driving the fix. Levi, in his own X post, explained that “significant investments” in machine learning models and infrastructure improved the precision and recall of their systems, leading to fewer freezes.
As per the reports, the leaders at Coinbase said they will still have to lock some accounts if a court or law requires it. Dor Levi, who works at Coinbase and is also a user, stated that the account experience is still inadequate, so the team will continue to work on improvements.
This effort follows an incident in December 2024, during which malicious individuals bribed some Coinbase support workers overseas, resulting in the theft of IDs and addresses belonging to 70,000 customers. Coinbase only told people about this in mid-May 2025.
Despite these issues, Coinbase remains a large platform, assisting over 100 million users and managing the highest amount of Bitcoin for specialized investment funds. The exchange is also working hard to boost and improve its The goal is to enhance security and prevent future problems, with the hope of regaining users’ trust by improving their experience.
