Best Crypto Exchange Customer Support 2025
When things go wrong with your crypto, you need help fast. Here's which exchanges actually answer when you call.
Quick Verdict
Gemini leads with phone support, live chat, and the fastest response times. Kraken has 24/7 live chat with knowledgeable agents. Coinbase has improved but remains inconsistent—large user base means longer waits. All major exchanges struggle during market volatility.
Support Options Comparison
| Exchange | Phone | Live Chat | Email/Ticket | Response Time |
|---|---|---|---|---|
| Gemini | ✅ Yes | ✅ 24/7 | ✅ Yes | Minutes-Hours |
| Kraken | ❌ No | ✅ 24/7 | ✅ Yes | Minutes-Hours |
| Coinbase | ✅ Limited | ✅ Yes | ✅ Yes | Hours-Days |
| Binance.US | ❌ No | ✅ Yes | ✅ Yes | Hours-Days |
| Crypto.com | ❌ No | ✅ In-app | ✅ Yes | Hours-Days |
Exchange Support Reviews
Gemini
Gemini sets the standard for crypto exchange support. They offer actual phone support (rare in this industry), 24/7 live chat, and knowledgeable agents who can handle complex issues. Response times are consistently fast, even during market volatility.
Phone: Available for account security issues and high-priority matters
Live Chat: 24/7 with typical wait times under 5 minutes
Kraken
Kraken's 24/7 live chat is genuinely helpful—agents understand crypto and can resolve most issues in a single conversation. No phone support, but their chat and ticket system are efficient. Their help center documentation is also excellent.
Live Chat: 24/7 with competent, crypto-native agents
Tickets: Typically resolved within 24-48 hours
Coinbase
Coinbase has the largest US user base, which strains support capacity. They've added phone support and improved response times, but experiences vary widely. Simple issues get resolved quickly; complex problems can take days or weeks.
Reality check: Coinbase handles millions of users. During market spikes or crashes, expect delays. Their system prioritizes account security issues.
Binance.US & Crypto.com
Both offer live chat and ticket support but lack phone options. Response times are acceptable for routine issues but can stretch during busy periods. Crypto.com's in-app chat is convenient; Binance.US relies more on tickets.
Common Support Issues
Here's how long typical issues take to resolve:
| Issue Type | Typical Resolution | Best Exchange |
|---|---|---|
| Account locked/2FA issues | 1-3 days | Gemini (phone) |
| Deposit not credited | 1-5 days | Kraken |
| Withdrawal delayed | 1-7 days | Gemini |
| Verification stuck | 1-14 days | Kraken |
| Wrong crypto sent | Weeks-Never | None (usually unrecoverable) |
Tips for Getting Help Faster
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1
Check the help center first
Most issues have documented solutions. Searching before contacting support shows you've done homework.
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2
Use live chat during off-peak hours
Early morning (US time) typically has shorter wait times. Avoid contacting during market crashes.
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3
Include transaction IDs and screenshots
Give support everything they need upfront: TXIDs, timestamps, amounts, wallet addresses.
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4
Escalate appropriately
If initial support can't help, politely request escalation. For account security, mention "urgent" or "compromised."
⚠️ Beware of Scammers
Exchanges will NEVER contact you first on social media, ask for your password, request remote access, or ask you to send crypto to "verify" your account.
Only use official support channels from the exchange's website. Scammers impersonating support on Twitter/Discord are extremely common.
Frequently Asked Questions
Which exchange has phone support? +
How long does verification take? +
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The Bottom Line
Gemini offers the best customer support with phone access, 24/7 chat, and fast response times. Kraken is a close second with excellent live chat. Coinbase has improved but remains inconsistent due to scale. If support quality matters to you, Gemini is worth the slightly higher fees.
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