TL;DR: We have released our 2025 account restriction improvements roadmap. These upgrades will make Coinbase easier to use and more secure. In-App and Automated EDD, Voice Calling with Activity Logs, Compliance Automation, and Consensus 2FA and Time Delay will be rolled out.
Earlier this year we made fixing account restriction processes at Coinbase a top priority. We are constantly seeking ways to improve the user experience, streamline processes, and reduce customer friction. This continues to be a key area of focus for Q3 and Q4 2025 as we further refine our account restriction workflows. While account restrictions are an essential part of ensuring the integrity and functionality of our platform, they shouldn’t come at the expense of seamless user experience or result in unnecessary inconvenience for our customers.
So far, we have decreased low-quality account restrictions by over 90%, improved in-app self service options, enhanced customer support, and made significant improvements in the fraud models responsible for such cases. Our upcoming changes aim to empower customers, enable even better self-service solutions, and significantly reduce the occurrence of false positives during account restrictions without compromising any of our customer protections. We are continually looking for ways to improve, and this is not an exhaustive list of account restriction related improvements to come. Let’s dive into the transformative features we’re rolling out in Q3/Q4 2025 and how they’ll elevate your Coinbase experience.
Gone are the days of lengthy and complex due diligence processes that may leave customers feeling stuck during onboarding or when flagged for additional checks. Coinbase is moving toward automated, in-app Enhanced Due Diligence (EDD) to make this experience faster, smoother, and more precise.
Enhanced Due Diligence is an additional review process that applies in certain cases, such as during high-risk transactions or withdrawals. Traditionally, EDD has involved manual back-and-forth communication and paperwork—a time-consuming process that frustrated users looking for quick resolutions.
By automating this process and integrating it directly into the Coinbase app, we give customers a frictionless path for completing required checks. Users can upload documents, answer questions, or potentially resolve account restrictions in a few clicks, all without lengthy delays.
Speed: Automation significantly shortens turnaround times, allowing users to regain full account functionality much faster.
Accuracy: Algorithms reduce human errors and ensure consistent due diligence practices.
Convenience: By handling everything within the app, customers avoid cumbersome external forms or prolonged email exchanges.
Automation in EDD isn’t just about compliance—it’s about giving users a smooth path forward while ensuring necessary precautionary measures are met.
While self-service solutions are the backbone of our account restriction improvements, Coinbase understands that some cases may still require one-on-one human interaction. That’s why we’re introducing Voice Calling combined with Activity Logs as part of our customer support enhancement for restricted accounts.
When automated remedies are not enough, customers can now opt for direct voice-calling support. Activity logs, meanwhile, make it easier for our support team to investigate and resolve issues during the call.
Faster resolutions: Direct calls expedite communication, replacing lengthy email wait times.
Transparency: Activity logs empower both agents and users with a clear picture of the account’s history and actions before and after the restriction occurred.
Improved troubleshooting: Agents can resolve cases more efficiently with actionable context from activity logs.
This dual feature ensures that while automation handles the bulk of cases, situations requiring personalized support are seamlessly integrated into our account management roadmap.
Our Compliance Automation initiative is another key contributor to improving the overall account restriction resolution process. As Compliance plays a critical role, automation allows us to address potential concerns swiftly without compromising on regulatory standards.
Traditionally, reviews are manual and time-intensive, often causing setbacks for users flagged in error. AI-powered automation allows Coinbase to more quickly assess routine compliance-related checks, and also provides useful context for determining when further investigation is warranted.
Quicker resolutions: Faster investigation and processing prevents long downtime for restricted accounts.
Data-driven Detection: We are able to identify bad actors with greater precision while also allowing more high-intent users to seamlessly access the Platform.
Higher quality reviews: Leveraging technology to enable our professionals to assess risk without the manual overhead.
Compliance automation is a win-win solution; it maintains high standards while reducing unnecessary burdens on users.
Coinbase’s mission has always been to design systems that make crypto accessible, easy, and safe for everyone. With these new processes, we are taking bold steps to ensure account safety no longer results in cumbersome experiences for non-risky customers performing their usual actions.
These changes:
Empower self-service: Customers can now take back control of their accounts with features like Time Delay, Consensus 2FA, and in-app EDD automation.
Achieve faster resolutions: Compliance automation and integrated activity logs shave hours, if not days, off the time it takes to respond to and resolve account restrictions.
Reduce false positives: By using smarter algorithms we drastically cut down on unnecessary account flagging.
Enhance transparency: From logs to automation statuses, users gain more visibility into what actions are being taken and what needs to happen next.
Coinbase is dedicated to providing tools and systems that make crypto management stress-free and rewarding for all users.
Coinbase is introducing Consensus 2FA and Time Delay, a major upgrade that gives users more control over what transactions require additional verification, and what verification is required. This gives them more power over their security profile, and raises the bar on security. This will bring greater flexibility and precision to how users manage transactions and account settings. Users can have either Consensus 2FA or Time Delay enabled, meaning they can work together, or independently.
Consensus 2FA allows users to set up and require multiple approvers for sensitive actions like account recovery or large monetary movements out of their account. This allows users to freely use Coinbase products and services to invest, trade, or stake but stay protected from unauthorized money movement out of their account.
Consensus is a secure authentication primitive, involving multiple approvals by separate individuals for sensitive actions. Consensus requires the account owner to communicate with their trusted contacts to complete verification, enabling more secure and trusted verification.
The Time Delay feature allows users to customize a delay window for certain account activities, like large withdrawals or advanced security setting adjustments. For example, imagine initiating a high-value transaction. With time delay enabled, the transaction won’t process immediately, giving you time for last-minute reviews or the opportunity to halt unusual actions. Combined with consensus approval for multi-step authentications, these tools make your Coinbase experience more secure and user-driven.
Enhanced control: These features ensure customers have ample opportunity to review and validate actions that could impact their assets significantly.
Reducing false positives: By paving the way for user-driven validations, another layer of security is added without unnecessarily triggering account restrictions.
Minimizing hassle: Instead of relying solely on Coinbase security interventions, self-serve options give users confidence in managing advanced protocols.
We believe that safety should go hand-in-hand with ease, and Consensus 2FA with Time Delay exemplifies this philosophy.
As these features roll out in Q3 and Q4 2025, we’re excited for the transformative impact they will bring. From streamlined due diligence automation to empowering self-service account controls, our ultimate goal is to build trust while preserving convenience. Thank you for being part of this journey as Coinbase continues to innovate with user-centric principles at its core.
Stay tuned for updates, and let’s make crypto trading and ownership better, together.
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