Marqeta Cardholder Support
Coinbase EU/UK Program
Playbook
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Table of Contents
1. Coinbase Overview
Marqeta Coinbase Support
2. Phone Handling & Verification Process
Sample Script
Failed Verification
Email Verification
Zendesk Checklist Prior to Responding
How do I know if I’m eligible for a Coinbase Card?
Downloading the Coinbase Application
a. iOS Phones
b. On Android Phones
Applying for a Coinbase Card using the Coinbase App
User Experience on the App
b. How do I update my name, email address, or mailing address? (See the
screenshot above to get to the settings page in-app)
c. How to update your phone number?
Card Activation Process
Coinbase Account PIN Management within the App
Individual Account Structure - No Joint Accounts
a. Individual Account - No secondary cardholders
Lost/Stolen & Misplaced Card Process
14. Funding a Coinbase Card
15 Card Shipping & Order Status
16. Where Coinbase Cards can be Used
17. Authorization Merchant Holds and Releases
18. Requests for Copies of Cardholder Agreements and Disclosures
19. Adding Coinbase Card to Apple Pay or Google Pay
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20. Marketing Solicitation Opt-Out
21. Overdrawn Account/Returned Item Inquiry (DDA only)
22. Coinbase Rewards Balance
23. How Customers reset their Logins
24. How does the cardholder check their balance in the app?
25. Coinbase Card Funding & Spending Limits
a. Funding Limits and Fees
b. General Rules for Coinbase Spending Limits - Portfolio
27. Declined Transaction Inquiries
b. Insufficient Funds error after funding their account
29. Merchant Restrictions:
31. Refunds
32. Disputes Handling
Overview
Requirements
32.1 - Dispute Equal To or Under £35 or €35
32.2 - Dispute More Than £35 or €35
33. Complaints Handling
34. Escalated Call Procedures
35. Terms of Service Information can be found at
https://help.coinbase.com/en/coinbase/other-topics/legal-policies/coinbaseuser-agreement-updates
36. General Troubleshooting Tips
Transactions
Card Maintenance
Misc
Transactions
Card Maintenance
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Version Control
Version
Date
Writer
Reviewers
1.0 - 1
01/04/23
Amy Olivier
Initial Draft
1.0 - 2
1/20/2023
Amy Oliver
Kathia Tavares
1. Coinbase Overview
a. Coinbase is a secure digital currency exchange. Coinbase offers buying,
selling, transferring, and storing digital currency. Coinbase’s target
audience is any consumer interested in investing in digital currency.
b. Coinbase’s website is as follows: www.coinbase.com
c. Coinbase’s products can be found here:
https://www.coinbase.com/products
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Marqeta Coinbase Support
a. Marqeta Cardholder Support will Manage: The Cardholder Support
b. function will begin when a customer is signing up for Coinbase Card
completed on each customer and the primary account and cards
created.Our focus of Cardholder support is to address customer
concerns, questions and issues around:
1. Activation of the card
2. Questions around card transactions and use
3. Some account administration that will be detailed further in the
playbook
4. Sending Compliance issues to Coinbase Support team where
applicable (details below in playbook)
5. Recommendation to Coinbase support after addressing
cardholder questions if question or issues pertains to mobile
application, Coinbase or initial KYC issues specifically
b. Coinbase will support:
1. General information about Coinbase product and functions
2. Non-Coinbase Card related questions
3. Account balance questions
4. Account creation in the mobile application
5. KYC to create the account the cards will be associated
6. Maintain current account contact data in Program Dashboard customers can make changes to their name, address, or phone
number by doing the following:
a. Customers can visit the website or the mobile app and
make the - updates will reflect in Program Dashboard
immediately
b. Address updates can only be done via the website.
7. Specific mobile application account management and displays
functions
8. Resolving applicable escalation issues
2. Phone Handling & Verification Process
a. Greeting: "Hi, thank you for calling Coinbase, my name is <Agent
Name>". "How can I assist you today?”
b. Account Verification (Caller Authentication)
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All customers must be fully verified when calling into Customer Service as
follows:
Sample Script
*Note, this will change based on the specific card programs needs”
Follow this generic sample script:
[Agent]: “Thank you for calling Coinbase, my name is ___________ . How can I help you?
[Caller]: Responds
[Agent]: First I need to verify some information to pull up your account. Who am I speaking with?
[Caller]: Responds
[Agent]: Is the account in your name?
[Caller]: Responds
[Agent]:
If Yes,
If No,
To get started, I will need you to
verify your account information:
Please advise the caller that the
cardholder will need to call in to
discuss any information on the
account.
Please provide me with your full
name as it appears on your
account (customers can go to the
account settings in their Coinbase
account)
If the cardholder calls in and verifies
all of the account information
required, you must obtain their
permission to speak with someone
else regarding their account.
What is the phone number
associated with your account?
OR
When a phone number from which
the customer is calling appears on
your phone, please state the
following:
I see you are calling from phone
number ending in XXXX, is this still
a valid phone number for you?
For verification purposes, please
confirm your date of birth
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Please also confirm your email
address
If a customer is unable to verify the email address or phone number on the account,
agents can still assist the customer by asking for the following information:
●
●
Customer’s full mailing address
Last Four Digits of the Customer’s Coinbase Card Number
Please note that these alternate methods of verification should only be used when a
customer is unable to verify the email address and/or phone number on the
account. Agents should use one or two alternate verification items to replace the
one or two that the customer was unable to verify respectively. (Example - If a
customer cannot verify the email address, the agent can ask for the Mailing address
OR if a customer cannot verify the email address and the phone number, the agent
can ask for the Mailing Address.)
Failed Verification:
If a customer is still unable to fully verify based on the alternative verification
methods, an agent can no longer assist them. A ticket must be opened and
submitted to the Case Management Team with the following information:
● Customer’s User Token
● Email address
● Brief Description of the Customer’s Inquiry AND/OR Why Verification Failed
(provided incorrect email address, only provided first and last name but
missing middle name or second last name) etc.
If a ticket is being escalated only for updates needed as a result of the verification
failure, agents should clearly note that in the ticket. If the ticket is being escalated for
verification failure and the issue for which the customer called, agents should clearly
note the ticket with both issues. No PII information should be included in the ticket
to the Case Management team.
c. Closing: Is there anything else I can assist you with today? If nothing else,
the agent should finish the calls as follows, “Thank you for calling Coinbase.
Have a great day!”
d. Systems and Tools
1. Program Dashboard is currently the only tool needed for
Coinbase cardholder support. Coinbase will be providing info to
Marqeta’s platform so cardholders can be searched via name,
email, phone or card last 4 (if a card has been issued).
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Failed verification requesting to Dispute:
Even if a cardholder is unable to successfully verify their account, if they state that
they would like to initiate a dispute the agent must initiate the dispute. However, the
agent cannot give any other account specific information. They can advise the
cardholder that because the account was not fully verified they cannot discuss other
account specific details. Agent will then follow the disputes process and advise the
cardholder of the disputes time frame and that any notifications will be via email.
Email Verification:
If someone emails in asking for non account specific information the agent
can provide general information about the Coinbase Card by using macros
and editing as needed. If a cardholder emails in asking for account specific
information, when searching the cardholder in AMC it must link to an
account. If it does not bring up an account the macro titled CB Customer
writing from different email that can be used. This macro is simply asking
them to email back in with the email address linked to the Coinbase Card
account.
The agent must ask probing questions and get the customer to provide
account information when necessary. Below are a few examples of when
probing questions should be asked and account specific information should
not be voluntarily given out:
Cardholder emails asking about a transaction that declined - the agent
should respond and ask for the merchant name, date, and amount so that
they can provide the exact reason it declined. By asking the cardholder this
information this will allow the agent to provide accurate information on why
the transaction declined.
Cardholder expecting their physical card but it has passed the 12-15 business
days timeframe - the response to the cardholder should be asking them to
confirm the shipping address where the card should have been shipped to.
The agent should not immediately respond and provide the address that is
listed on the account and ask if that is the correct address.
Asking probing questions allows the response back to the cardholder to be
more personalized and give more information, rather than responding with a
general macro that may not answer all of the questions asked.
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Zendesk checklist prior to responding:
If the agent notices other contacts in the CCs field, the agent should REMOVE them
if they are not a Coinbase email or Marqeta email address listed. To delete the agent
just needs to click the X after the email address and once the Submit as [status] is
selected it will save the changes.
● Ensure the Brand on the upper left shows Coinbase
● Check for grammatical errors, spacing, and punctuation
● CC field does not have any other email addresses listed other than CB or
Marqeta email addresses (if applicable).
● Any other items
How do I know if I’m eligible for a Coinbase Card?
a. Eligibility. To be eligible to use the Coinbase Card, you must be at least
18 years old, have Coinbase’s identity verification process, and reside in
a country that CB card is offered.
b. Have a Coinbase Account in good standing
c. Coinbase Card is available for customers in Austria, Belgium, Bulgaria,
Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece,
Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania,
Luxembourg, Netherlands, Norway, Poland, Portugal, Romania,
Slovakia, Slovenia, Spain, Sweden, and the UK.
d. Download Coinbase apply through Google Play or iOS App Store
Downloading the Coinbase Application
a. iOS Phones
1. For iOS users, instruct them to go to the Apple Store here.
b. On Android Phones
1.
For android users, instruct them to go to the Google Play Store
here.
Applying for a Coinbase Card using the Coinbase App
a. Users will need to have an existing Coinbase account and have
successfully passed all KYC requirements in order to apply for the
Coinbase Card. New users, who do not already have a Coinbase account
can sign up on the Coinbase.com app
b. Once the user is signed into their Coinbase account, they can follow the
steps below to apply to the card
How to sign up for Coinbase Card:
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●
●
●
Click main menu on the upper left hand corner of the screen
Select Coinbase Card from learn and earn section
Follow the prompts to sign up
Customers who are not eligible will not see Coinbase Card as an option, if that is the
case they are not eligible at that time.
Notes
● Eligible users (i.e., KYC’ed, no fraud or compliance ban, residing in eligible UK & EU
geos) see the Coinbase Card entry points on the Coinbase Card icon in app
● This is not an application flow. All eligible Coinbase users as defined above will be
auto-approved. There is also no manual KYC process or UX needed. This is unlike the
US where Metabank approves KYC & sometimes requires manual doc uploads.
● Onboarding is only available on the Coinbase app, it is not available through the web
at this time.
● All fiat denominated amounts in Card UI (i.e., amounts shown in USD in the US) are
shown in the user’s local fiat currency. This is the currency wallet they would deposit
to if they went through “Add Cash” flow on App Home.
Here’s what it will look like on mobile
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Account Set-Up & Verification
Eligible users (i.e., KYC’ed, no fraud or compliance ban, residing in eligible UK & EU
geos) see the Coinbase Card entry points on the main menu -> Coinbase Card to
start signup.
Note - this is not an application flow. All eligible Coinbase users as defined above will
be auto-approved. There is also no manual KYC process or UX needed. This is unlike
the US where Metabank approves KYC & sometimes requires manual doc uploads.
If a customer does contact you about KYC please follow the non Coinbase Card
questions flow below:
i.
For KYC Specific questions direct customers to:
https://help.coinbase.com/en/contactus?product=coinbase&topic=managing_my_account&category=Accou
nt_Info_and_IDV&subcategory=ID_Verification
○ Managing my account (category)
○ Account info and IDV (subcategory)
ii.
For Non-Coinbase Card related inquiries, Customers can reach out by
phone (call the same number but select the option ‘for all other
questions’, then option 1 for questions/concerns regarding account
information, trading, deposits and withdrawals), live messenger, or fill
out the support form located at: https://help.coinbase.com/en/contactus
User Experience on the App
a. Customers are able to use Coinbase on the mobile application. Once the
customer is on the app, they will be able to navigate through the numerous
options as follows:
1. Home screen, which includes their Portfolio balance, Watchlist, Top
movers, News about digital currency and the options to Buy, Sell, Send,
Receive digital currency and a More option (includes Convert, Add cash,
and Cash out options)
a. On the home screen the customers will also see the core
functionalities: Buy, Send, Receive, Sacn, Coinbase Card, Earn
Interest, learning rewards and recurring buys
2. Assets screen, which includes their Portfolio balance and active digital
currency wallets
3. Trade screen, which includes Asset Categories, Tradable assets,
Watchlist, New on Coinbase, All assets, Gainers and Loser tabs
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4. Earn Screen, which directs them to eligible staking and earning
opportunities.
5. Menu screen (on top left corner) which includes Profile & Settings and
leads to the following:
a. Customer’s profile and settings
b. Options to Buy, Sell, Send, receive, scan, convert, add cash and
cash out.
c. Trade Crypto Screen which included: advanced trade, recurring
buy, Coinbase One and Activity
d. Web3 and Dapps: Coinbase NFT and Coinbase Wallet
e. Earn More: Earn Interest, Coinbase Card, learning rewards and
invite friends
f. Do More with Crypto
g. Manage Account: security check, taxes and get support.
Coinbase App Screenshots:
a. Customers can register, verify, and update their personal information within
the application:
1. Display Name
2. First and Last Name
3. Date of Birth
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4. Physical Address
5. Email Address
b. How do I update my name, email address, or mailing address? (See the
screenshot above to get to the settings page in-app)
You must use a web browser to access Coinbase.com to update the name, email
address, or mailing address.
1. You cannot update your name, email address, or mailing address using
the mobile app.
2. Using a web browser to access your account, click on the profile icon in
the upper-right corner to access your account settings
3. In the Profile tab, you can update your name, email address, and
mailing address.
4. Updates to your profile may require you to verify your identity again.
5. Keep in mind, you must complete this using a web browser. Preferably
Chrome.
Help Center articles:
● How to update legal name
● How to update address or country information
● How to change your email address
c. How to update your phone number?
If using Web App
1. Click on Settings in the upper-right hand corner
2. Click on the Security tab
3. Click on Manage under Phone Numbers
4. Click on Add Another Phone number to update/add a phone number
5. Follow instructions to verify phone number
**If CH states that their phone number is updated within their
app and we show the old phone number in MQD please send an
escalation to CMT.
Screenshot in Web
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If using the Mobile app
1. Select Settings from the hamburger menu on the upper left hand side
of the screen.
2. Scroll down and select Phone Numbers
3. Select Add a phone number to update/add a phone number
4. Follow instructions to verify phone number
Help Center Article:
If the customer no longer has access to their phone number and cannot login to
their coinbase account, they can follow the steps here.
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●
●
●
●
Use this link to update your personal details, like your name, address, or email:
https://accounts.coinbase.com/profile
Use this link to update your phone number:
https://www.coinbase.com/settings/security_settings
Use this link to upload a new photo ID to update identity details, such as your
legal name, gender, or nationality:
https://www.coinbase.com/verifications/documents/new
Use this link to update your financial information, like your bank account or
credit cards: https://www.coinbase.com/settings/linked-accounts
Card Activation Process
Once a customer receives their physical card, they can activate their card and set a
pin on the Coinbase app. Once they have finished the activation flow on the app,
they can complete activation by making a chip purchase and pin payment at a
physical terminal or at an ATM.
Customers can activate their card by:
1. Navigate to coinbase card on their Coinbase app
2. The screens will prompt the customer to enter their card number, 3digit CVV, and to create a pin number
3. If successful, they will receive the final instruction to make a chip
purchase and pin payment at a physical terminal or at an ATM
4. Once they have made a purchase, their card will be active
*Before the card is fully active, they will be required to enter a PIN when making a
purchase. Once the pin has been entered, their card will be fully active.
Card Activation Screenshots
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Coinbase Account PIN Management within the App
1.
Customer forgot my PIN, what should they do?
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Customers who forget their PIN will be required to contact Coinbase support to have
it reset. An escalation can be sent to the Case Managment team if they are unable to
reset via the app.
●
●
●
Login to Coinbase app
Navigating to Coinbase card through the main menu in the upper right
corner
Once there, select ‘Activate Card’ to activate the card and set a pin, or ‘Change
Pin’ to change your pin.
Individual Account Structure - No Joint Accounts
a. Individual Account - No secondary cardholders
1. One individual per account with both a virtual and physical cards. The
individual’s account number (16 digit card number) will be the same for
both their physical and virtual card - one account and one card number
per customer.
2. Customers cannot have more than one Coinbase account per the
Coinbase User agreement.
b. Customers cannot have more than one account
1.
One account per individual
2. Please escalate to CMT if you find two accounts for one person. Include
both User Tokens and the email addresses associated with both
accounts.
Lost/Stolen & Misplaced Card Process
A customer can self-serve via the Coinbase App site to report their card as lost or
stolen:
a. A customer can only self-serve via the Coinbase app to replace a card when it
is lost/stolen. When they do this, a new card will be automatically sent out to
the customer to the address on file. The lost/stolen card number is now
blocked and cannot be used. The new card will contain a new card number.
The agent can terminate the card but will not replace the card. Once the card
is in question is selected in the dashboard, in the upper right hand corner will
see the option for More Actions and will select Terminate card.
b. If a cardholder reports their Physical card as lost or stolen, the Virtual card will
automatically be terminated (or vice versa) and the agent will see the
following reason in the dashboard :Terminated by system due to card belong
to same pan terminated.” Since the 16 digit card number is the same, to
prevent fraud, that is why the other is automatically terminated by the
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system. Once a card is terminated, it cannot be re-activated, the cardholder
will need to request a new card.
c. Non customer calls in and states that they found a cardholders card, the
agent will ask for the name on the card, and the last four digits of the card to
ensure they are in the right account. The agent in the MQ dashboard will
terminate the card after verifying the last 4 digits. The agent will select the
card and in the upper right hand corner select More Actions and select
Terminate card. The agent will then ask the non customer to cut the card up
and dispose of it. The agent will leave notes in the cardholder’s account.
Lost or Stolen Flow on the app
Reasons to lock a card:
Customers can temporarily lock their card, open the Coinbase mobile app:
● They want to better control spending
● They’ve misplaced it
● The’ve believe it may have been stolen or compromised
Customers will be notified through push notification in the Coinbase app if someone
tries to use their card after it’s been locked.
How to lock/unlock:
1. Select the main menu from the upper left corner of the screen
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2. Select Coinbase Card
3. Toggle Lock card on.
4. Tap Lock card to confirm this action.
Locking the card prevents new transactions from being made. When customers are
ready to use your card, they can unlock it by following the steps above and toggling
this feature off.
Lock and Unlock Card in MQD:
If a cardholder states they have misplaced their card or are unsure it may be
compromised or believe it may be compromised we want to ensure that the agent
locks the card to prevent
a. The customer can also self service and temporarily lock their card via the
Coinbase app. See the above process.
14. Funding a Coinbase Card
a. Customers will use their Coinbase Card to spend the funds in their Coinbase
balance.
i.
Here’s our help center article which describes the process
https://help.coinbase.com/en/coinbase/trading-and-funding/buyingselling-or-converting-crypto/how-do-i-buy-digital-currency
ii.
Adding Funds via Web, 2 ways
Option 1:
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1. Select the main menu from the upper left corner of the screen
2. Select Coinbase Card
3. Click on “Add funds”
4. Option to Buy, Sell and Convert will be given to customer
5. The Customer will have the option to select asset as well as
payment method.
The customer can also select Buy from the main page of the app or the trade tab in
web. (screenshot below)
*Note: Once in the ‘Trade’ tab, customers can also select ‘Buy/Sell’ on the top right
corner and add funds by following those prompts.
Selecting Funding Asset:
Customers can select any asset from their Coinbase wallet to spend when using
their Coinbase card.
To select the asset they’d like to spend from the Coinbase Card page they will select:
● Change Asset
● Review the zero fee screen
● Select the asset they’d like to spend
● Confirm
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European Funding Options
Payment Method for European Customers
What is a SEPA transfer?
Bank transfers made via SEPA are used to send payments denominated in Euros
within the Single Euro Payments Area. SEPA transfers have no fees and can only be
denominated in EUR. Please note that SEPA transfers only process on business days
and can take up to 7 calendar days if sent over a weekend or bank holiday.
Checklist for SEPA Success
1. Confirm that your bank supports SEPA transfers before sending funds.
2. Have a verified ID and phone number added to your Coinbase account.
3. Ensure the name on your bank account matches the name on your Coinbase
account. Corporate or institutional bank accounts are not supported unless
you have completed our institutional onboarding process.
4. Include your unique reference code in your bank transfer EXACTLY as it
appears. No spaces or additional text please.
5. Only add cash denominated in EUR. SEPA transfers only support adding cash
in EUR.
Add Cash with a Bank Account
The steps to initiate adding cash via SEPA are as follows:
1. Sign in to Coinbase account
2. From the Home Page, select Assets
3. Select your Euro balance, then Add Cash
○ The window will now display the details that you need to provide your
bank for the transfer
4. Initiate a SEPA transfer from your bank to your Coinbase account using the
bank details shown in the step above
Funds will be credited to your account 1-3 business days after you send them. Note:
SEPA transfers only process on business days and can take up to 7 calendar days if
sent over a weekend or bank holiday.
The Cardholder is responsible for any conversion or reversal fees performed by their
bank.
Note: We're not not able to accept SWIFT international wires at this time. If you send
a SWIFT payment to your Coinbase account it will be automatically returned before
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reaching Coinbase. A return of SWIFT could take up to 10 business days or longer,
depending on your bank processing speed.
UK Funding Options
Payment Method for UK Customers
Add cash with a UK Bank Account
UK customers have two options for adding cash (GBP) to their Coinbase account. For
either option, you must:
● Verify their UK ID and their mobile phone number in their Coinbase account.
● Ensure that the name on their bank account matches the name on their
Coinbase account. Corporate or institutional bank accounts are not supported
unless they have completed our institutional onboarding process.
Option 1: Faster Payments Transfer
To link your UK bank account, go to Settings > Payment Methods before initiating a
transfer. After you've linked your UK Bank Account, follow these steps to initiate
adding GBP:
1. Select Assets on the menu at the top of the page.
2. Select Add cash from the GBP balance.
3. Use the information displayed to initiate a UK bank transfer in GBP from your
UK bank account.
*We are currently in the process of replacing reference codes with a unique account
number to make the process of adding cash more seamless and secure.
Option 2: Easy Bank Transfer
With Easy Bank Transfer, UK customers can fund their Coinbase account from their
bank app powered by open banking. Follow these steps:
1. Go to Settings, then Payment Methods.
2. Select Add a Payment Method, followed by Easy Bank Transfer.
3. Enter the amount.
4. Select Bank from the drop-down menu (If your bank isn't listed, you won't be
able to use Easy Bank Transfer and will need to use the Faster Payments
Transfer option).
5. Follow the instructions to approve the transaction from your bank app.
Buying with a Credit or Debit Card
You can make a purchase with a credit or debit card if your card supports "3D
Secure." With this payment method, you will not have to pre-fund your account to
buy. You can purchase instantly without waiting for a bank transfer to complete.
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To determine if your card supports 3D Secure, please contact your credit/debit card
provider directly or simply try adding it to your Coinbase account. You will get an
error message if your card does not support 3D Secure. Some banks extra security
steps to authorize a purchase using 3D Secure. Some of the methods you may see
will be a text message, a bank provided security card, or security questions.
To link a 3D Secure card to your account, follow these steps:
1. When logged into your account, go to your Settings and select Payment
Methods.
2. Select Link a New Account at the top right.
3. Choose Credit/Debit Card.
4. If needed, fill in the billing address for your credit/debit card (The address
must match the billing address for the card).
5. Enter your card information and select Add Card.
6. You should now see a window that says Credit Card Added and a Buy Digital
Currency button. You can now buy digital currency using the Buy/Sell page
anytime.
When you're ready to make a purchase using your card:
1. Go to the Buy/Sell Digital Currency page.
2. Enter the desired amount.
3. Select the card on the payment methods drop down menu.
4. Confirm the order is correct and select Complete Buy.
5. You may be directed to your bank's website to confirm the purchase (Process
different depending on bank).
Note: Some card issuers are blocking digital currency purchases with existing credit
cards. We encourage affected customers to switch to a debit card or linked bank
account instead. If you have a credit card linked already, your bank may charge
additional fees for Coinbase credit card purchases. To avoid these fees, switch to
debit card or bank account.
If you're making a purchase using a 3D Secure card via our mobile apps, please see
here for instructions.
We're also unable to support prepaid cards or other cards without an associated
billing address.
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All credit cards and debit card payments for the UK are processed through Coinbase
Payments.
*Please contact Coinbase support if you have any issues with your wire. Do not
contact our partner banks, they will be unable to assist you as your account is
managed by Coinbase.
15 Card Shipping & Order Status
a. A customer’s Coinbase card will be sent to the KYC address on file (or a
shipping address if noted on the Coinbase mobile application). Cards are
shipped via standard mail and cannot be expedited for any reason.
b. Cards are shipped via standard mail and should arrive in 12-15 business days.
1. If a customer calls and has not received their card outside of the 12-15
business day time frame, agents should re-confirm their address and
advise the customer to reorder a card via the app/web site.
2. If the customer choose to update their address to have their card
mailed to a different address they may do so by doing the following:
a. Customers can visit the website and make the - updates will
reflect in Program Dashboard immediately
i.
It can take 24-48 hours before the updated address can be
used as the billing address.
c. Wrong/Incorrect Name Printed on Card (Incomplete Name)
1. If a cardholder receives their new card and the name printed on the card is
not showing as it should, example only first name and middle name and is
missing the last name the agent should let the card holder know to follow the
steps below:
1. Navigate to our document verification page:
https://www.coinbase.com/verify-id/
2. Complete the steps to verify your identity using an official ID document
3. The legal name on your Coinbase account will be automatically
updated
After those steps are completed, they need to mark their Coinbase Card as
lost/stolen and a new card will be sent at no cost.
If a cardholder emails in about the wrong/incomplete name being printed
on their card the agent should use the below macro.
** If we show the incorrect name on the account, please escalate to CMT.
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3. General shipping inquiries in terms of when a card will be shipped once
a customer has been approved for a Coinbase card can be found in the
FAQs found in the Coinbase app or as outlined above.
16. Where Coinbase Cards can be Used
a. The Coinbase Card is a VISA card and can be used everywhere VISA is
accepted. It works offline, online, and internationally
b. The Coinbase Card CANNOT be used at the following locations:
1. Wires
2. Direct Marketing - Outbound Telephone
3. Money Orders
4. Security Brokers/Dealers
5. Dating/Escort Services
6. Massage Parlors
7. Government Owned Lotteries
8. Government Licensed Online Casinos (Online Gambling)
9. Government Licensed Horse/Dog Racing
10. Betting/Casino Gambling
11. Horse racing, dog racing and non-sport internet gaming
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Recurring Payment Management:
A user reaches out wanting to cancel a automatic or recurring payment they can
follow these steps:
1. Navigate to the Portfolio page on web: https://www.coinbase.com/accounts
2. Under the Recurring purchases section, select the active recurring purchase to
open up the details modal
3. In the details modal, select the Delete icon and confirm the action
Once deleted, the recurring purchase will disappear from the recurring purchase
section. This can only be done on the web, not via the app.
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17. Authorization Merchant Holds and Releases
Holds
Timeframes/Day
s
General
Up to but no
Merchandise Holds more than 8
Days
Hospitality Holds
Up to but no
more than 30
Days
Hold Details
Declined Phone or
Internet Transactions
Customers don't
understand why
these funds are
being held (some of
these authorization
holds and releases
are set by card
Issuers and cannot
be bypassed)
Hotel, cruise, etc.
reservations and final
charges at check-out
Reservations customers don’t
understand why
these funds are
being held if a
reservation was
canceled prior to
their stay
This type of pending
hold can be for funds
up to but no more
than $100
This type of pending
hold is generally
placed on accounts
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Outside time
frame
●
●
●
●
●
●
Request for
the
Customer to
reachout to
the
Merchant to
resolve
Review
timeframes
Review
transaction
details
Request for
the
Customer to
reachout to
the
Merchant to
resolve
Review
timeframes
Review
transaction
details
to ensure there are
no other hotel
charges including
room service,
restaurant, gym, bar,
gift shop or other
amenities and
gratuities that have
yet to be put
through.
There is no set dollar
amount that could
potentially be held
for these charges
Dining
Establishment
Holds
Up to but no
more than 3
Days
Restaurant or Bar
transactions are
higher than the
actual cost of the bill
Customers don’t
understand why the
amount being held is
higher than the
actual restaurant bill
Funds being held are
most likely 15-20%
higher than the total
cost of the bill
because the
restaurant has added
in a food server
gratuity
Most transactions are
settled within 3 days
and if a gratuity was
not added when the
bill was paid, the
27 | Marqeta Confidential
●
●
●
Request for
the
Customer to
reachout to
the
Merchant to
resolve
Review
timeframes
Review
transaction
details
additional 15-20% will
fall off the total
Gas Hold
Up to 24 - 72
Hours
When gas is
purchased at the
pump, a hold may be
placed on a
customer’s account
for more than the
amount of fuel
purchased. The
amount held on a
customer’s account
that is above the
amount of gas
actually pumped ,
will "fall off” their
account when the
transaction settles for
the correct amount
purchased.
Transportation
Vendor Holds
Up to but no
more than 3-5
Days
Taxis, uber, limos, etc.
are higher than the
actual cost of the bill
Customers don’t
understand why the
amount being held is
higher than the
actual transportation
bill
Funds being held are
most likely 15-20%
higher than the total
cost of the bill
because the
transportation
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●
Generally
gas holds
fall off a
customer’s
account
within 2472 hours.
●
Request for
the
Customer to
reachout to
the
Merchant to
resolve
Review
timeframes
Review
transaction
details
●
●
vendor has added in
a driver gratuity
Most transactions are
settled within 3 -5
days and if a gratuity
was not added when
the bill was paid, the
additional 15-20% will
fall off the total
Transaction Tab in AMC Dashboard:
A. Understanding pre-authorized
B. transactions in AMC Dashboard.
When a customer uses their debit card to conduct a Signature/Credit transaction
(i.e. do not enter your PIN), the merchant sends a preset amount, usually the
purchase total, for preauthorization. This amount is placed on hold and removed
from the available balance immediately. Preauthorization can occur at various types
of merchants (hotels, car rental services, gas stations) depending on the merchant
the pending amounts vary. The example below is for a transaction that took place at
a gas station pump. Under the transaction tab the pending/pre authorized amount
under the STATE column will show CLEARED twice for the higher pre authorized
amount, as shown below. Once the merchant sends the actual amount spent, the
amount will appear once as a STATE of CLEARED and second as COMPLETION.
Completion means the transaction has been finalized and the amount will not
change. The difference in the dollar amount will fall off and is available to the
customer.
In the example below $100 were pre authorized but the customer only spent $33.85.
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The number of days it takes for a pre authorized transaction to settle depends on the
merchant. For the example above it took 2 days for the transaction to go into a
COMPLETION state for the actual amount the customer spent.
B. Understand Dispute and what appears as a credit, but is NOT
If the customer has filed a dispute and it has been processed by the dispute team
the agent may see what appears to be a provisional credit for the disputed
transaction but is NOT. Please see the example below:
No provisional credit is issued, the chargeback will appear as an entry in the
transaction tab to acknowledge it was done. Under Type it will read
authorization.clearing.chargeback and that is how the agent can identify that it is
NOT a credit. We want to make sure the customer is told that their dispute is being
acknowledged but the resolution time is subject to the network.
Suggested Script: "Your dispute has been filed and all communication/updates
will be via email. I cannot provide a timeline as to an expected resolution time
as these are subject to the network".
18. Requests for Copies of Cardholder Agreements and Disclosures
a. Direct the customer to the website: coinabaseapp.com/terms
b. Customers may read and/or download the agreements and disclosures
directly from the Coinbase app
19. Adding Coinbase Card to Apple Pay or Google Pay
Coinbase Card is not currently available to be added to apple pay or google pay at
this time, we hope to add this feature in the future.
20. Marketing Solicitation Opt-Out
a. If a customer does not want Coinbase to send them marketing
communications, please advise them to go to their account settings to optout or submit a request via Coinbase’s Support Portal.
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21. Overdrawn Account/Returned Item Inquiry (DDA only)
a. In the event that the cardholder does not have adequate funds in their
Coinbase Account to cover the cost of an ACH Debit from a biller, Coinbase
will reject the ACH Debit, and will send an email notice to the cardholder.
b. The cardholder will then need to work with their biller to resolve.
22. Coinbase Rewards Balance
At this time Coinbase Card in the EU/UK is not offering any rewards.
23. How Customers reset their Logins
a. In the event a cardholder forgets their password, please have them use the
following steps to reset it:
1. Visit the Password Reset page.
2. Enter their email address and click "reset password"
3. This will send an email to the address they entered. They must click the
link in the email to open the new password page.
4. A customer should type in the new password they want to use, twice,
and click the confirmation button.
5. The customer should now be able to use their new password to login to
their Coinbase account.
b. If a cardholder is having trouble resetting their password, they will need to:
1. Reset it from a device they have previously used to access Coinbase
2. Reset it from a location (IP address) they’ve previously used
- If a cardholder no longer has access to a previously validated device or IP
address:
1. Have the cardholder create a support ticket via
https://help.coinbase.com/en/contact-us so Coinbase can have a
member of their security team assist the customer with a password
reset.
2. If the cardholder is resetting the password from a new device, the
Coinbase system may delay the processing time for 24 hours in the
interest of keeping the customer’s account secure. This can be
bypassed by resetting the password from a previously verified device.
Help Pages to help customers manage their account: Link
24. How does the cardholder check their balance in the app?
a. The cardholder can see their coinbase balance on the homepage of the
coinbase app.
i.
They can see the balance of their selected Coinbase Card Wallet by
navigating to the main menu on the top left of the screen and selecting
Coinbase Card
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b. The cardholder can also check their balance by logging into their account on
the Coinbase website - www.coinbase.com
25. Coinbase Card Funding & Spending Limits
When a cardholder links a bank account as a payment method to deposit funds to
their Coinbase fiat wallet or to purchase cryptocurrency, these funds are
immediately available for buying and selling on Coinbase. However, for security
reasons, the cardholder will not be able to immediately withdraw these funds, spend
them using Coinbase Card, or send from Coinbase.
The cardholder can see when deposited funds will be available for withdrawal prior
to trying to authorize a purchase or deposit, as well as via the confirmation email
that is sent to cardholders.
Note: In the “Order preview” screen, before a customer completes a buy, it will let them know
when the funds will be available. If the cx misses this, they will also receive an email letting
them know when they’ll be able to send/withdraw that money.
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Note: This is an example of the email customers will receive letting them know the amount
available as well how much they can send off of Coinbase immediately. It’s important to
have customers refer back to the email as all information is provided there for them.
a. Funding Limits and Fees
1. Customers can view their limits within the Coinbase Retail section of
their account agreement in the app
2. Self service by reading the help center article on Card limits also located
in the Coinbase app.
3. Self service when logged in online under Account limits located in their
Settings.
b. General Rules for Coinbase Spending Limits - Portfolio
1. Purchase: $2500
2. ATM: $1000
26. Fees to Fund a Coinbase Account
a. Spending with the Coinbase Card has no fee. CXs can choose to spend their
local fiat, USDC or any crypto that is supported in their region, all with no
transaction fees. For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq#fees-and-limits
Limits:
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If a customer surpasses any of the above limits, their card will be declined
a. There are no transaction fees for spending with the Coinbase Card. You can
spend your default fiat currency, USDC, or any supported crypto on Coinbase
using your Coinbase Card and there will be no transaction fees.
b. Coinbase does include a spread in the price to buy or sell cryptocurrencies.
This allows us to temporarily lock in a price for trade execution while you
review the transaction details prior to submitting your transaction.
c. A 1.5% fee applies to ATM transactions.
d. For more information on fees, please visit our pricing and fees disclosures.
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
P2P Funding:
For security reasons, cardholders are unable to use your Coinbase Card to fund their
Venmo, PayPal, CashApp, AppleCash or similar services.
27. Declined Transaction Inquiries
1.
Reasons a Coinbase transaction might decline:
a. Insufficient funds
b. Exceeds their spending limit
c. Card is expired
d. Card was reported lost/stolen
e. Locked by the issuing institution
f. Spending at a merchant in a prohibited spend category
g. Transactions deemed high risk by VISA
2. Troubleshooting
a. What is the customer’s balance vs the amount of the transaction?
b, What’s the merchant name of where the transaction’s being
declined?
c. Is the MCC code for the merchandise blacklisted?
If none of the above are true, please proceed to suspended/disable
account section below.
b. Insufficient Funds error after funding their account
1.
Customer perspective
a. Insufficient funds when transacting even though sufficient in
app?
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b. Customer is asking why there is a difference in balance between
what they have in their selected wallet and what they can spend
on their card.
c. Customer deposited funds to their coinbase card. The funds
were posted on the portfolio tab. However, it is not posted on the
coinbase card.
d. There is no notification within the app other than the customer
checking their available balance. Outside of the app, Coinbase
sends them an email with the title, "
28. Decline JIT Transaction Not Permitted
a. If a customer receives this decline, the agent should first check to see if
the merchant is on the prohibited merchant list.
b. Then ask the customer to login into their app or website to see if they
have any notifications from Coinbase in regards to the status of their
account.
c. If the MCC is not part of the restricted merchant list and they are seeing
the JIT translation not permitted decline, their account may be
suspended.
● Agents should be asking probing questions “have you logged
into your account recently?” If the cardholder states they have
not, the agent should ask them to log in while they are on the
call.
● If the cardholder CONFIRMS they have a notification stating that
their account is suspended the agent should let the cardholder
know they can call the same number but select the option ‘for
all other questions’, then option 1 to speak to someone in regards
to the status of their account. HOWEVER the agent must send
an escalation email to the case management team and use the
CB Escalation - Account status macro.
d. Or direct the customer to go to https://help.coinbase.com/en/contactus and submit this form for assistance as well.
These should not be escalated to the case management team, if their account is
truly suspended the customer should either:
●
●
Submit the form via https://help.coinbase.com/en/contact-us so that it gets to
the appropriate department.
Or call 1 (888) 908-7930 and select the option ‘for all other questions’, then
option 1
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A cardholder can select a failed/declined transaction and view why it was declined
under the Note section. See Screenshot below:
29. Merchant Restrictions:
a. Explaining why the transaction was not permitted per the MCC code reason,
without being extremely descriptive to give away all MCC codes and an easier
way to defraud or get around controls
Talking point: “ I apologize for the inconvenience. The transactions with
<Merchant Name> will be declined as Coinbase is not currently allowing
transactions to be made with this merchant.”
Following is the current prohibited businesses list:
Examples of prohibited business for other customers:
●
●
●
●
●
●
●
●
●
●
●
●
●
6211: Security Brokers/Dealers
7273: Dating/Escort Services
7297: Massage Parlors
7995: Betting/Casino Gambling
6051: Non-FI, Money Orders
4829: Wire Transfers, Money Orders
7800: Government Owned Lotteries
7801: Government Licensed Online Casinos (Including Casinos and Online
Gambling)
7802: Government Licensed Horse/Dog Racing
Internet Gambling
Money Services Businesses
Cryptocurrency Businesses
Firearm-Related Businesses (Manufacturing and Selling)
36 | Marqeta Confidential
●
Marijuana-Related Businesses
30. Suspended/Disable Account
If a cardholder calls in stating that their card declined or is not working, the agent
should review the account in the dashboard looking for decline reasons, card status,
along with card transitions (looking for changes to the card status), and the notes
tab. If nothing stands out please ask the cardholder to log into their app or web
account and ask that they check for notifications about the status of their account
(suspended or disabled). If the cardholder confirms they did have a notification then
the the agent can escalate to the case management team or advise the cardholder:
● Submit the form via https://help.coinbase.com/en/contact-us so that it gets to
the appropriate department. Please advise the CH that they should select the
following, and that will provide them additional information and prompt
additional questions to answer after that.
1.
2.
3.
4.
Choose your product: Coinbase
Let’s Get Started: I need help signing into my account
What is your issue about?: My account is disabled
What seems to be the problem?: I see “account temporarily
disabled”
Or the call dial in and selecting the following options:
1. Dail 1 (888) 908-7930 - Listen to full menu option
2. Select the option ‘for all other questions’
3. Select option 1
In order for a caller to get card support the call 1 (888) 908-7930 and select option 2,
it is very important that if a caller is trying to get an Account Specialist they DO NOT
select option 2 (card support), because that will not give them the option to speak to
an Account Specialist. So it is important the agents as probing question when caller
state they don't get the option ‘for all other questions’:
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Probing questions if caller states they didn’t hear the “ the option ‘for all other
questions’” on the menu:
1.
When you dialed 1 (888) 908-7930, did you listen to all the options then select
the option ‘for all other questions’?
2. During the first option menu what option did you first choose?
If their card is suspended this is what they will see within the App:
31. Refunds
a. In the case of a refund, Coinbase credits the cryptocurrency wallet that was
used to make the purchase with the equivalent amount of the purchase at
the time of the refund
b. Merchant refunds can take 3-5 business days.
c. The refund shall be made in cryptocurrency and shall be calculated using the
fiat currency value of the transaction at the prevailing exchange rate.
d. If there were any rewards earned on this transaction, these rewards will be
returned to Coinbase
Web screenshots below - Refunds can be located within the default fiat/local wallet.
1. Navigate to ‘Asset’ tab
2. Select default fiat wallet
3. Review recent transactions in the default fiat/local wallet.
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4. Screenshots below show how to navigate to default fiat wallet to
review transactions.
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32. Disputes Handling
Overview
A dispute may be filed when a Cardholder sees a charge that they do not agree with.
Possible reasons a transaction may be disputed:
- wrong amount
- double charged
- goods and/or services did not meet expectations
- billing errors such as mathematical errors
- erroneously posted debits or credits
Requirements
The transaction must be settled first (State = “Completion” in Marqeta Dashboard). A dispute
cannot be started if the transaction is in a Hold or Pending state.
Recommendation
The cardholder should be advised, for NON-FRAUD related disputes, to contact the merchant
prior to filing the dispute to see if they can resolve the issue directly. Often, the merchant can
resolve the issue much more quickly and efficiently.
Note for cardholder:
We cannot provide a timeline as to an expected resolution time as these are subject to the network.
1.
Preliminary Steps
a. Locate the customer’s account in Program Dashboard and locate the
transaction(s) the customer would like to dispute.
b. To confirm the agent has the correct transaction, the following information should
be reviewed with the customer:
i.
Name of Business
ii.
Transaction Amount
iii. Transaction Date - Date less than 13 months old **unless part of the exception
list**
1.
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Once the transaction is identified, the agent will select it with their cursor.
This will direct the agent to view all the transaction details, and the agent
should see the Settlement date, as shown below.
2.
Cardholders are unable to file a dispute for transactions that are over 13
months old. The exception to this rule is if the merchant falls under these
categories :
a. Airline
b. Ticket vendor (concert/sporting event that happens at a later date)
c. Custom Merchandise ordered
3. Is the transaction clearing/posted date over 13 months old
a. Yes: Agent will empathize with the cardholder and advise that they
are unable to file a dispute because of the age of the
transaction.Agent can follow this script:
“Thank you for holding, after reviewing the transaction we have
determined that it is over 13 months old and are unable to initiate a
dispute.”
i.
If via email the agent will respond with "Coinbase Card UK/EU
- No Dispute Rights" macro
b. No: proceed to next steps
c. Confirm no merchant refund has already been issued
d. Confirm the transaction is dispute eligible:
i.
Agents then need to click “Three dots to the far right” to see the Actions available
on the transaction (State: Completion, Type: Authorization.clearing). See example
below of Dispute options available:
41 | Marqeta Confidential
e. Confirm with the cardholder if the card has been lost or stolen.
i.
Yes: Terminate the card to prevent further unauthorized transactions and
advise the cardholder to self-service via the app/website to request a new
card. Agent should also check to see if the card is digitally tokenized to
terminate that as well.
1.
f.
Once the card in question is selected in the dashboard, in the upper
right hand corner will see the option for More Actions and will select
Terminate card. (Check Digital wallet token**last tab)
ii.
No: Continue to next step.
Is the dispute under £35 or €35?
i.
Yes: go to section 32.1 - Dispute Under £35 or €35
ii.
No: go to section 32.2 - Dispute >= £35 or €35
32.1 - Dispute Equal To or Under £35 or €35
Agent Actions
Actions for Filing a Dispute =< £35 or €35
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Received via
Phone
1. Gather the required information from
cardholder:
Customer Name:
Customer Email address:
Merchant name:
Date/time of transaction:
Transaction amount:
Dispute amount (must include original
transaction amount):
Was your physical card compromised?
Is the card still in your possession?
Was this a recurring payment?
Have you purchased from this merchant in
the past?
Have you tried to contact the merchant to
resolve?
What merchandise or service (please provide
a detailed description) was ordered and when
was it expected to be received?
Why is the customer disputing the
transaction? (Please provide a detailed
explanation)
2. Create Zendesk ticket
a. Validate program Brand: Coinbase
b. Set requester to
cardescalation@coinbase.com
c. Select macro: Coinbase Card US -
43 | Marqeta Confidential
Dispute Less Than
d. Ticket automatically marked as
solved
3. Is the dispute for a Fraud transaction?
To confirm, verify at least one of the
following occurred:
Cardholder never purchased from this
merchant
Cardholder did not authorize the transaction
Cardholder states their card information was
compromised
a. No: No further action required. You
are done.
b. Yes: File the Fraud Report in MQD:
a. In Marqeta Dashboard, click
“Dispute” button corresponding to
the transaction identified in
Completion State
b. Dispute reason code based on
information provided (10’s
category)
c. Input note: “Fraud report only. ZD
Ticket # _____”
d. Click the ‘Create dispute’ button
e. Case is created within MQD with
status of Open
f. Click on “Withdraw and Close” OR
“Close case” button in MQD (top
right)
g. Suggested Script: I have
successfully filed a dispute for the
transaction with (merchant's name)
in the amount of $xx. I cannot
provide a timeline as to an expected
44 | Marqeta Confidential
resolution time as these are subject
to the network. Please keep an eye
on your email (confirm email address)
for communications from our
disputes team as they may require
your assistance during the
investigation.
You are done with this procedure.
45 | Marqeta Confidential
Received via Email
1. Validate Program Brand is Coinbase and
verify: Is there sufficient information to
file a dispute, including the below:
Merchant Name
Transaction Amount
Transaction Date
Reason for dispute
a. Yes: Go to Step 2
b. No: Use macro “Coinbase Card
UK/EU - Dispute - Need
Additional Info
c. ". Ticket will be set to On Hold until
cardholder responds.
2. Once there is sufficient information,
proceed with escalation:
a. Select macro “Coinbase Card
UK/EU - Escalation Cardholder
Email” to notify the cardholder of
status.
b. Update requester to
cardescalation@coinbase.com by
clicking “change” next to the
requester email at the top of the
Zendesk ticket.
c. Select macro “Coinbase Card US Dispute Less Than”
d. Ticket automatically marks to
solved
3. Is the dispute for a Fraud transaction?
To confirm, verify at least one of the
46 | Marqeta Confidential
following occurred:
Cardholder never purchased from this
merchant
Cardholder did not authorize the transaction
Cardholder states their card information was
compromised
a. No: No further action required. You
are done.
b. Yes: go to Step 4 below
Fraud Report
Filing
Note: this action
applies to all
dispute filings
47 | Marqeta Confidential
4. File the Fraud Report in MQD:
h. In Marqeta Dashboard, click
“Dispute” button corresponding to
the transaction identified in
Completion State
under $25,
received via Phone
or Email
i.
Dispute reason code based on
information provided (10’s
category)
j. Input note: “Fraud report only. ZD
Ticket # _____”
k. Click the ‘Create dispute’ button
l. Case is created within MQD with
status of Open`
m. Click on “Withdraw and Close” OR
“Close case” button in MQD (top
right)
n. Suggested Script: I have
successfully filed a dispute for the
transaction with (merchant's name)
in the amount of $xx. I cannot
provide a timeline as to an expected
resolution time as these are subject
to the network. Please keep an eye
on your email (confirm email address)
for communications from our
disputes team as they may require
your assistance during the
investigation.
You are done with this procedure.
32.2 - Dispute More Than £35 or €35
Agent Actions
Received via Phone
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1. In MQD: Locate transaction and Click
Dispute legacy button
2. Gather the required information:
Customer Name:
Customer Email address:
Merchant name:
Date/time of transaction:
Transaction amount:
Dispute amount (must include original transaction
amount):
Was your physical card compromised?
Is the card still in your possession?
Was this a recurring payment?
Have you purchased from this merchant in the past?
Have you tried to contact the merchant to resolve?
What merchandise or service (please provide a detailed
description) was ordered and when was it expected to
be received?
Why is the customer disputing the transaction? (Please
provide a detailed explanation)
2. Fill in the info required on the next
screen.
3. Ticket is automatically created in
Zendesk
You are done with this procedure.
Received via Email
49 | Marqeta Confidential
1. Verify if there is sufficient information to
file a dispute.
a. Yes: proceed to step 2
b. No: Use macro “Coinbase Card
UK/EU - Need Additional Info”.
Ticket will be set to On Hold until
cardholder responds. Return to
step 1 upon response and confirm
sufficient info.
2. In Zendesk, notify the cardholder of the
status by selecting macro "Coinbase
Card Uk/EU - Escalation Cardholder
Email"
3. Create a new Internal Note and select
macro "Coinbase Card US - Closing
Summary" in Zendesk. Fill in the
corresponding information.
4. Zendesk ticket is automatically set to
solved
5. In MQD: Click Dispute legacy button for
the corresponding transaction
6. Fill in the info required on the next
screen.
7. Ticket is automatically created in
Zendesk.
You are done with this procedure.
C. Dispute Transaction 13 months Old
Cardholders are unable to file a dispute for transactions that are over 13 months old.
The exception to this rule is if the merchant falls under these categories :
● Airline
● Ticket vendor (concert/sporting event that happens at a later date)
● Custom Merchandise ordered
1.
Preliminary Steps
a. Locate the customer’s account in Program Dashboard and
locate the transaction(s) the customer would like to dispute.
b. To confirm the agent can still dispute the transaction, the
following information should be reviewed with the customer:
i.
Name of Business
ii.
Transaction Amount
iii.
Transaction posted/clearing Date less than 13 months old
**unless part of the exception list**
c. Once the transaction is identified, the agent will select it with
their cursor. This will direct the agent to view all the transaction
details, and the agent should see the Settlement date, as shown
below.
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2. Confirm with the cardholder if the card has been lost or stolen.
a. Yes: Terminate the card to prevent further unauthorized
transactions and advise the cardholder to self-service via the
app/website to request a new card
b. No: Continue to next step.
3. Is the transaction clearing/posted date over 13 months old
a. Yes: Agent will empathize with the cardholder and advise that
they are unable to file a dispute because of the age of the
transaction.Agent can follow this script:
“Thank you for holding. After concluding our investigation
into your claim, we have determined that you reported a
transaction as unauthorized more than 13 months after
the transaction posted to your account. The claim is not
sufficient to support our crediting your account for the
amount in question.You have a right to request and
receive the supporting documentation we used in
making this determination.””
i.
If via email the agent will respond with "Coinbase Card
UK/EU - No Dispute Rights"(past time limit) macro
b. No: go to section 32.2 - Dispute >= £35 or €35
4. Is the dispute under $£35 or €35 ?
a. Yes: go to section 32.1 - Dispute Under £35 or €35
b. No: go to section 32.2 - Dispute >= £35 or €35
E. Disputing a PIN/Debit Transaction
1.
If the transaction to be disputed is a PIN/Debit ATM transaction,
the agent will need to select the option OTHER under Reason.
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F. Multiple Disputes
1.
When a customer calls in to dispute more than one transaction,
agents should do the following:
a. Disputes are highly regulated and agents must flag every
transaction in question to ensure that all disputes are
properly filed and escalated via the process outlined under
the “Disputes Handling” section above.
b. Agents are required to fill out a separate dispute form for
each individual disputed transaction. Program Dashboard
is set-up so that agents cannot move on to the next action
until all necessary information has been included on the
dispute form.
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G. Dispute Processing - Verification Failure
a. This process applies if a cardholder wants to dispute a
transaction but the agent was unable to fully verify the
cardholder's account
b. In this case, a dispute must be filed if:
c. The name is verified and the customer is able to identify
the account type (ex. is calling about Coinbase card), or
d. Two or more verification questions have been positively
verified (any combination of Name, Address, Email or
Phone)
All standard dispute processes apply to these types of disputes. Once the dispute
has been flagged and opened on behalf of the customer, agents must follow the
regular escalation process as outlined under the Disputes Handling section above.
Any verification issues will be handled by Risk when the customer is contacted in
regards to their dispute.contacted in regards to their dispute.
H. Suspended card due to multiple Disputes
1. A users card may be suspended if they meet the following criteria:
failed dispute >£35 or €35 attempts tagged to “fraud” resolution code
>3 unique days of submitting disputes <£35 or €35 in last 60 days (e.g., if 3 disputes
<£35 or €35 submitted on 11/1 & 2 disputes <£35 or €35 on 12/2 → 2 unique dispute
days)
>6 unique days of submitting disputes <£35 or €35
2. If the user’s card is suspended, here is the error message that they will receive:
3.
If this occurs, the case should be escalated to Coinbase CMT for resolution.
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Canceling a dispute
If a cardholder discovers that the transaction(s) they submitted a dispute for need to
be canceled, the agent will:
1. Going into Zendesk and finding the dispute case/ticket that is auto generated
by the system when a dispute is filed via the dashboard
2. The agent should then leave a comment on the ticket explaining why the
dispute request needs to be canceled, for example; partner used the card. THE
AGENT SHOULD LEAVE THE TICKET STATUS AS IS.
3. Agent should leave a note on the account, including the dispute ZD ticket
number stating that the chargeback team was notified to cancel the dispute.
33. Complaints Handling
What is a complaint?
The Consumer Financial Protection Bureau defines complaints as submissions that
express dissatisfaction with, or communicate suspicion of wrongful conduct by, an
identifiable entity related to a consumer's personal experience with a financial
product or service.
Complaints are NOT to be confused with Consumer Inquiries which are defined as
consumer requests for information about consumer financial products and services.
When To File A Complaint
Scenarios, words, comments or phrases that may be indicators of a complaint
include, but are not limited to the below. NOTE: Even if the complaint is resolved on
the call or email, a case MUST be filed for tracking purposes.
● Cardholder has called in previously for the same reason
○ Example: Cardholder called in two days ago and is calling again today,
cardholder has called in three times within the same day, etc.
○ Example: Cardholder calling in again to find out where their provisional
credit is, because they responded to the email from the Chargeback
team and haven’t received a response, and don’t see the provisional
credit in their account.
●
If the primary reason a cardholder calls is to indicate their dissatisfaction with
and/or program features or services they have received or requested
○ Example: Cardholder states how unhappy they are with the product “I
thought I was going to have a higher spending limit” “I want to close my
account because I can’t buy money orders with this card”.
●
Customer asks about who they can complain to or how to send a complaint or
states they want to file a complaint
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○
Example: Cardholder specifically states “I want to file a complaint”,
“What do I need to do to file a complaint?”
●
States a bank’s practices are misleading, deceptive, unfair, or abusive
○ Example: Cardholder states they signed up for an account because of a
specific account offering and they state any of the terms/words above,
a complaint ticket should be filed.
●
Alleges violation of a specific law/regulation/network rule or questioning the
legality of the policy/practice
○ Example: Cardholder states “This is a Reg E violation.”
●
Threatens legal action (file lawsuit, contact lawyer/attorney, etc.) or contact the
media
○ Example: Cardholder states “I’m going to contact my lawyer”, “I’m going
to post all over social media”, etc.
●
Threatens to write a letter to the Better Business Bureau (BBB), Attorney
General or any regulatory agency
○ Example: Cardholder states “I’m going to file a complaint with the BBB!”
●
Makes a statement to the effect that they will no longer do business/be a
customer of the client as the result of their experience with the program
○ Example: Cardholder states “Close my account.”, “I want to close my
account now”, etc.
●
Alleges fees were billed in error
○ Example: Cardholder states “I’ve been charged three times for the same
fee when it should have been once.”
●
Expletives in user’s responses to us
○ Example: Cardholder is using swear words, cursing, profanity, bad
language, etc.
●
User is expressing clear frustration with the product or the way that their issue
has been handled
○ Example: Some key phrases: “This is wrong.”, “So unfair.”, “How can you
do this?”, “This is taking way too long to resolve!”
●
Money is missing (transfer is delayed, direct deposit is missing or delayed)
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○
○
○
Example: Cardholder is complaining about receiving a message about
a provisional being issued but they don’t see it reflecting in their
account.
Example cardholder complaining that they initiated a transfer to their
card account from an external bank account 2 hours ago and don’t
see the funds.
NOTE: Agent should ask probing questions and utilize tools for
expected timeframes a cardholder should see deposit(s). Only if it is
past this timeframe and “missing”, this should be escalated to the
Case Management team.
●
We declined a dispute
○ Example: A declined dispute can be a network reject, not ruling in their
favor, or if the cardholder fails to provide additional information.
○ NOTE: Agent should search for the dispute in Zendesk to find the
dispute status and confirm if the dispute was declined. In the case that
it was, the agent should also escalate to the Case Management team.
●
User's account was closed due to fraud or suspicious activity
○ Example: Cardholder calls stating they received a notification that
their account is closed.
○ Example: OR cardholder wants to close the account because they are
dissatisfied, escalation should be sent to the case management team
for closed account request.
○ NOTE: If the cardholder requests additional information on why the
decision was made, the agent should escalate to the Case
Management team as Marqeta does not have the visibility into the
reason the decision was made.
●
Pending Transaction Holds
○ Example: Cardholder calls in upset because they have a pending
transaction at a gas station for more than the amount pumped. Agent
should explain how to help avoid that by paying inside and not at the
pump.
○ Example: Cardholder frustrated that they checked out of Hotel but the
pending hold is still on their account. Agent should set the proper
expectation for these types of merchants.
The following is a sample of key words that should trigger a complaint:
●
●
●
Abuse
Unfair
Misleading
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●
●
●
Deceptive
Discrimination
Discriminate
●
●
●
●
Discriminatory
Prejudice
Breach
Racial bias
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When NOT To File A Complaint
Scenarios, words, comments or phrases that may SEEM like indicators of a
complaint but are NOT:
●
●
Cardholder expresses dissatisfaction on anything NON-CARD related
○ Example: All non card related issues must be escalated to the Case
Management team, as we do not need to report on non card related
issues nor can we assist.
Cardholder wants to close their account simply because they don’t use the card
(but are not showing any dissatisfaction.
Steps To File A Complaint
Agents should open Zendesk tickets on all of the scenarios outlined in the
When To File A Complaint section making sure to use the Customer
Complaint macro. This will ensure the ticket is assigned to the appropriate
team within Marqeta for tracking purposes. All agents without Zendesk
access should add issues to the escalation log on the tab corresponding to the
appropriate escalation type. To ensure the cardholder's issues are
immediately resolved, the agent should also send an escalation ticket to the
Case Management team when necessary.
1. Open a new Zendesk ticket
2. Fill in the “Requestor” field on the left of the ticket with their OWN
name - DO NOT COPY THE CUSTOMER NAME OR ASSIGN THE TICKET
TO THE CUSTOMER
3. In the CC field, enter, “Marqeta Customer Complaints”
4. Under “Apply Macro” at the bottom of the middle section, type in
“Customer Complaint.” This will automatically populate all fields in the
ticket including a template in which the agent should include all of the
following fields in the middle section of the ticket:
a. Subject Line
i.
Agent should include the User Token, as well as the
Program Name and the subject should appear as follows:
COMPLAINT | user token | Coinbase
b. Description of the Complaint - Agent should fill in the following
information
● User Token
● Program Name: Coinbase
● Complaint Description:
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Include a full description of the customer’s
complaint:
○ Include any useful or additional information
you feel is relevant or important information
that should be included in the complaint (ZD
#, Transaction details, what action(s) has
been taken)
User Token:
Verbal or Written?
Source of Complaint (Phone/Email):
Date of Complaint:
Is Complaint resolved? Yes/No
○ If Yes, Date Resolved:
○ Brief Summary of Resolution:
○
●
●
●
●
●
If No, Requested Action from Person filing the
Complaint (Include Case Management Escalation
ZD Ticket Number)**If applicable:
Click on the “Submit as Open” button in the bottom right
○
5.
Note: Agents will resolve a lot of these Complaints within their phone/email
interaction with the cardholders. It is still important to share the details in the
template above on how it was resolved and if not resolved, the action that is being
taken to work towards a resolution. If unsure, the agent should ask for assistance.
34. Escalated Call Procedures
Coinbase Escalation Process when a Supervisor is Available - This will be followed by
all agents and supervisors at all times since they all have access to Zendesk
When a customer calls and insists on speaking with a supervisor, the agent should
do the following:
a. Transfer the customer to a supervisor.
b. If the supervisor is not available to take the call, please
inform the customer that for the security of their account
the supervisor will reach out to them via email. In the
Crypto industry there can be a lot of fraud and there is no
way for the customer answering the call, to truly know if
the call back is coming from Coinbase Card Support.
Assure the customer that their issue will be escalated and
a supervisor will reach out via email.
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1.
If it is determined that the issue needs to be
escalated further to Coinbase, the supervisor should
do the following:
2. Open a Zendesk ticket and CC Coinbase and Kathia
Tavares - Subject line should state the User Token
and a brief description of the issue. Example “USER
TOKEN-023456 | Unable to login to app, locked out”.
3. Send an email detailing the customer's issue to the
following email addresses requesting an urgent
email response from a Coinbase Analyst:
a. Cardescalation@Coinbase.com
b. Supervisors should inform the customer of the following:
1. The Case Management Team will contact them ASAP as
their case is being sent to a specialist. **No timeframe
should be provided. **
2. If the customer calls back and still has not been contacted
by the Case Management team please let the customer
know that their case is important and that a specialist will
reach out via email as soon as their case is next in their
queue.
3. Please try and avoid sending multiple escalations for the
same customer issue. This does not speed up the process,
but just increases the % of escalated cases we send to
Coinbase. Agents should document the notes on a
customer account whenever they have contact with the
customer, especially if the customer has an escalation. The
agent can confirm with the customer that an escalation
was sent on (Date) and that someone will get to them as
soon as possible.
B. Coinbase Escalation Process when a Supervisor is NOT Available All Agents
1. When a customer calls and insists on speaking with a supervisor
but no supervisor is available, the agent should do the following:
a. Please inform the customer that for the security of their
account the supervisor will reach out to them via email. In
the Crypto industry there can be a lot of fraud and there is
no way for the customer answering the call, to truly know
if the call back is coming from Coinbase Card Support.
Assure the customer that their issue will be escalated and
a supervisor will reach out via email. No outbound calls will
be made.
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If it is determined that the issue needs to be escalated further to Coinbase, the
supervisor should do the following:
1. Open a Zendesk Ticket and CC Coinbase and Kathia
Tavares - Subject line should state the User Token and a
brief description of the issue.
a. Put the User Token and a brief description of the
customers issue in the Subject Line
b. Detail the customer's issue in the body of the ticket and
include all relevant information
c. Send an email to the following email addresses advising
that the ticket needs immediate attention
1. Cardescalation@Coinbase.com
2. The Case Management Team will contact
them ASAP as their case is being sent to a
specialist. **No timeframe should be
provided. **
3. If the customer calls back and still has not
been contacted by the Case Management
team please let the customer know that their
case is important and that a specialist will
reach out via email as soon as their case is
next in their queue.
4. Please try and avoid sending multiple
escalations for the same customer issue. This
does not speed up the process, but just
increases the % of escalated cases we send to
Coinbase. Agents should document the
notes on a customer account whenever they
have contact with the customer, especially if
the customer has an escalation. The agent
can confirm with the customer that an
escalation was sent on (Date) and that
someone will get to them as soon as possible.
2. Agents should inform the customer of the following for when they
hear back from the Supervisor on site:
a. If the call is during regular business hours 8AM - 4PM M-F
US CT, a supervisor will reach out via email by end of the
same business day
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b. If the call is outside regular business hours 8AM - 4PM M-F
US CT, a supervisor will reach out via email by noon on the
next business day
d. Coinbase Escalation Process when unable to find the answer to a customers
question
1. When a customer calls and the agent is unable to find the answer after using
all resources, the agent should do the following:
a. Open a Zendesk Ticket and CC Coinbase and Kathia Tavares - Subject
line should state the User token and the customers question
b. Put the User Token and the customers question in the Subject Line
c. Include the customer's question in the body of the ticket and all
resources used when trying to answer the question
2. Send an email to the following email addresses advising that the ticket needs
immediate attention
a. Cardescalation@Coinbase.com
3. Agents should inform the customer of the following:
a. The Case Management Team will contact them ASAP as their case is
being sent to a specialist. **No timeframe should be provided. **
b. If the customer calls back and still has not been contacted by the Case
Management team please let the customer know that their case is
important and that a specialist will reach out via email as soon as their
case is next in their queue.
c. Please try and avoid sending multiple escalations for the same
customer issue. This does not speed up the process, but just increases
the % of escalated cases we send to Coinbase. Agents should document
the notes on a customer account whenever they have contact with the
customer, especially if the customer has an escalation. The agent can
confirm with the customer that an escalation was sent on (Date) and
that someone will get to them as soon as possible.
e. Other Escalation Scenarios & Keywords
1.
When a customer calls in and any of the following scenarios are met, agents
should follow the same escalation process applicable to all agents as outlined
above for when a supervisor is NOT available:
a. Cardholder has called two or more times within a few days or on the
same day for the same issue.
b. Caller states they refuse to hang-up until their issue is resolved
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2. When a customer uses any of the following KEYWORDS:
a. FDIC Complaint
b. Better Business Bureau Complaint
c. CFPB
d. Attorney General
e. Violation of Law Complaint
f. Threat of Lawsuit or Legal Action
g. Law Enforcement Inquiry
h. Regulatory Complaints
i. Social Media Complaint
j. News Media Complaint
f. Coinbase Escalation Process for Red Flags Rule
Steps to Follow:
1.
The agent will open a Zendesk ticket and ensure the following:
a. Mark the Subject Line as “URGENT - POSSIBLE ID THEFT”
b. Select the disposition ‘POSSIBLE ID THEFT’
c. Follow the procedure as outlined above in terms of ensuring timely
escalation to Coinbase Case Management Team
2. The Coinbase Case Management Team will do the following:
a. The Case Management Team will contact them ASAP as their case is
being sent to a specialist. **No timeframe should be provided. **
b. After contacting the consumer, potential next steps may include:
i.
Closing an existing account
ii.
Notifying law enforcement
iii.
Not opening a new account
iv.
Other steps as reasonable/appropriate and to satisfy applicable
laws
v.
Compromised Account - cardholder must submit a ticket
through our support form:
For more details, please follow our help article:
https://help.coinbase.com/en/coinbase/privacy-and-security/accountcompromised/my-account-was-compromised
Note: This Identity theft/red flags program is periodically updated to recognize
new
red flags that emerge as technology changes, identity thieves change their
tactics or
other applicable product/service offerings or changes to our business so warrant.
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35. Terms of Service Information can be found at
https://help.coinbase.com/en/coinbase/other-topics/legal-policies/coinbase-useragreement-updates
A. Zendesk Exception: Changing the Requestor
There are two exceptions when the requestor would need to be updated.
1. Coinbase customers go to https://help.coinbase.com/ but may accidentally
select the incorrect topic. Those emails will be re-routed to the call center.
Those emails will show the requester is help@coinbase.com and the customer
email address will be in the CC field. The agent will need to change the
requester to the customer’s email address.
2. If a cardholder emails in stating they need to dispute a transaction and it is
equal to or less than $25. Once all the required information is gathered as
outlined in section 32.1 - Dispute Equal To or Under $25, section Received via
email. The request will need to be updated to cardescalation@coinbase.com.
The agent must change the email address before replying to the customer, or else
the customer will not receive the response.
1.
The agent will select the Change option next to the
help@coinbase.com/cardholders email address.
2. On the left side a requestor field will appear and the agent will enter/paste the
appropriate email address.
a. If the email is from help@coinbase.com the customer's email address
has successfully been updated the agent can delete it from the CC’s
field.
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Again, these steps should ONLY be followed for the scenarios outlined above.
Zendesk - Rerouted Cases Back To Cardholder Support With No Details
Coinbase may route cases to us, that should have come to cardholder support.
When they do, they should include details on what the cardholders inquiry is. If they
do include information it is found under the dash line (-------------), and the agents
should always check to see if there is any helpful information.
The example below is one where no details were provided.
These tickets NEED to be worked and the agents will need to respond with the
Coinbase Rerouted Case Need More Information macro, which goes as follows:
Hello,
Thanks for contacting Coinbase Card US support.
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We apologize for the inconvenience, but your inquiry details did not successfully
transfer over to this case. In order for us to better assist you, can you please provide
information or clarification as to how we can help?
Most frequently asked questions can be answered by visiting our website at
https://help.coinbase.com/.
Regards,
Coinbase Support
The ticket status will go into a pending status, so that the cardholder can reply. If the
cardholder does not respond within 7 days the ticket will automatically go into a
solved status.
36. General Troubleshooting Tips
Troubleshooting: if a customer reaches out with a general issue (site not
loading, buggy/slow performance, etc) please have them say the below. If they
reach out with additional questions, escalate to Coinbase
a. If a customer is experiencing this issue via web:
1.
2.
3.
4.
Update your browser to the latest version
Try reproducing the issue in incognito mode
Clear your browser's cache and restart your browser
Test if the issue still occurs on a different browser (we recommend
Chrome)
5. Try logging out then back into Coinbase
6. Try using the mobile app. If the issue does not appear on mobile, that will
help us isolate the issue.
B. If a customer is experiencing this issue via mobile (iOS or Android):
1.
2.
3.
4.
5.
6.
Update the app to the latest version available
Update your phone software to the latest version available
Try logging out then back into Coinbase
Force quit the app and restart it
Uninstall the app and reinstall it
Try using the website on a desktop computer. If the issue does not
appear on mobile, that will help us isolate the issue.
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c. If you are experiencing this issue via mobile web, a tablet, or a Windows phone:
1.
Coinbase is not optimized for these platforms. Please use the desktop
website or an iOS/Android smartphone.
2. If you're still having trouble after this, respond to this email with the
following information, which could help us better understand what
you're experiencing:
a.
b.
c.
d.
e.
f.
Platform you are using (desktop web, iOS, Android)
Version of the app (if applicable)
Version of your mobile device software (if applicable)
A screenshot of the error message/bug (if possible)
Steps taken to reproduce the bug/error
Any additional information about the issue uncovered through
troubleshooting
38. EU Zendesk Macros
Macro name: Issue on App - Try Web
Scenario: A user writes in about a known issue with the app and they should try on
Coinbase.com
Zendesk Tab: CB_Card_Bug
Hi,
Thanks for letting us know. This is a known issue that is a high priority for our teams.
Although we can’t give you a specific timeline for when this might be resolved, we
suggest that you try to complete this action by logging on to Coinbase.com from a
Chrome browser on a computer in the meantime.
Thanks in advance for your patience and understanding.
Regards,
Coinbase Support
Scenario: A user writes in having issues accessing the Coinbase app or website
Macro name: CB Card EU General Bug
Zendesk Tab: CB_Card_Bug_EU
Hello,
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Thanks for contacting Coinbase Support about this issue.
When troubleshooting unknown issues, it often helps to rule out the following
options first.
If you are experiencing this issue via mobile (iOS or Android):
COINBASE CARD EU/UK IS NOT AVAILABLE ON WEB - direct customers to use the
app
● Update the app to the latest version available
● Update your phone software to the latest version available
● Try logging out, then back into Coinbase
● Force quit the app and restart it
● Uninstall the app and reinstall it
● If you are experiencing this issue via mobile web, a tablet, or a Windows
phone: Coinbase is not optimized for these platforms. Please use an
iOS/Android smartphone.
If you're still having trouble after this, respond to this email with the following
information, which could help us better understand what you're experiencing:
● Phone you are using iOS or Android
● Version of the app
● Version of your mobile device software
● A screenshot of the error message/bug (if possible)
● Steps taken to reproduce the bug/error
● Any additional information about the issue uncovered through
troubleshooting
For any screenshots or images, please send them as attachments. We will not be
able to see your images when they are inserted in the body of your email.
Kind regards,
Coinbase Support
Scenario: A case needs to be escalated to Coinbase
Macro name: CB Card EU - Escalate to Coinbase
Zendesk tag: CB_Card_Escalation_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
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We’re working with a specialist to review the information you’ve provided and they
will follow up with you as soon as we have an update.
You’ll also receive an email confirming this ticket has been closed by this team and
as well as a new confirmation email from the specialist team which will be helping
resolve your issue.
For more on Coinbase Card, please see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-card-faq
Regards,
Coinbase Support
Scenario: A customer reaches out stating that the name on their Coinbase Card is
incorrect
Macro name: CB Card EU - Incorrect Card name
Zendesk tag: CB_Card_Incorect_Name_EU
Hi,
Thanks for contacting Coinbase Support regarding Coinbase Card.
The name on your Coinbase Card is decided by the Legal Name that we have on file
for your Coinbase Account. If this name is incorrect, you can update the Legal Name
on file by following the steps below:
1. Navigate to our document verification page: https://www.coinbase.com/verify-id/
2. Complete the steps to verify your identity using an official ID document
3. The legal name on your Coinbase account will be automatically updated
After you complete these steps, mark your Coinbase Card as lost/stolen and we’ll
send you a new one at no cost.
If you're still having difficulty with this, please let us know and we'll be happy to assist
you further.
Kind regards,
Coinbase Support
Macro name: CB Card EU - General Information
Scenario:A customer writes in asking what is the Coinbase Card or asks for general
information
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Zendesk tag: CB_Card_General_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Coinbase Card allows you to spend crypto anywhere VISA cards are accepted. Crypto
is drawn directly from your Coinbase account and used to fund your purchases. The
more you use your Coinbase Card, the more rewards you earn, which can
accumulate over time.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-card-faq
Regards,
Coinbase Support
Macro Name: CB Card Eligibility
Scenario: Customer wants to know if they are eligible for a CB card
Zendesk tag: CB_card_eligibility
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Coinbase Card is available for most customers in the EU and UK (see our help article
below for a list of all countries). To sign up for a coinbase card, you must:
●
●
●
Have a Coinbase account in good standing
Verify your identity
Download the Coinbase app through google play or the iOS app store
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Regards,
Coinbase Support
Scenario: A user reaches out asking how to sign up for the Coinbase Card
Macro Name: CB Card EU - Sign Up
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Zendesk tag: CB_Card_General_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
You can sign up for Coinbase Card through the mobile app.
- Go to your main menu in the upper left hand corner of your screen
- Select Coinbase Card
- Follow the prompts to sign up
There's no credit check, application fee or fee to receive the card, but you must have a
valid Coinbase account and have completed all identity verification steps.
For more information, check out our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-card-faq
Regards,
Coinbase Support
Scenario: A customer has a question about how to activate the Coinbase Card
Macro Name: CB Card Onboarding EU
Zendesk tag: CB_Card_Onboarding_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
After you’re approved for the card, you can begin using your virtual card right away.
Once you receive your physical card, you can activate it through the Coinbase
mobile app.
●
●
●
Go to the main menu on the upper left corner of the screen
Select Coinbase Card
Follow the prompts to sign up
If you’re unable to activate your card, please call our support team at 1 (888) 9087930.
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For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A user has requested a physical card but it hasn’t arrived yet
Macro title: CB Card EU - Not Delivered
Zendesk tag: CB_Card_Onboarding_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
After you’ve been approved for the Coinbase Card, you should expect to receive your
card via local post in 2-4 weeks. If your card doesn’t come within this timeframe then
please report it as lost within the Coinbase Card section of your Coinbase account by
following the steps below:
1.
2.
3.
4.
5.
6.
Log in to your Coinbase app
Select Coinbase Card from the main menu in the upper left hand corner
Select manage card in the top right
Select Support
Report your card lost or stolen
Follow the prompts
Our team will then deactivate your card and issue you a new card at no cost, which
should arrive in 2-4 weeks.
While you wait for your new physical card to be delivered, you can still use your
Coinbase Card for online purchases by viewing your card information within your
Coinbase account.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: It has passed the timeframe for the physical card to arrive, but it hasn’t
arrived.
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Macro title: CB Card EU - Not Delivered
Zendesk tag: CB_Card_Onboarding_EU
Hello,
Thanks for letting us know that your card hasn’t arrived yet. We apologize for the
confusion that this incorrect card delivery notification caused.
Your card is on the way and should arrive within the next few business days. If your
card doesn’t come within this timeframe then please report it as lost within the
Coinbase Card section of your Coinbase account by following the steps below:
1.
2.
3.
4.
5.
6.
Log in to your coinbase app
Select Coinbase Card from the main menu in the upper left hand corner
Select manage card in the top right
Select Support
Report your card lost or stolen
Follow the prompts
Our team will then deactivate your card and issue you a new card at no cost, which
should arrive in 2-4 weeks.
While you wait for your new physical card to be delivered, you can still use your
Coinbase Card for online purchases by viewing your card information within your
Coinbase account.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A customer cannot see Coinbase Card as an option in their coinbase app
(they are ineligible)
Macro title: CB Customer EU Rejected or Turned Down for a Coinbase Card
Zendesk tag: CB_Card_Rejected_EU
Hello,
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Thanks for contacting Coinbase Support regarding your interest in Coinbase Card.
Coinbase Card will continue expanding to include more users in the future. However,
you're not currently eligible for a Coinbase Card. We can't change your eligibility
status, but hopefully you'll be able to use the Coinbase Card in the future.
Regards,
Coinbase Support
Scenario: A customer writes in asking if they are eligible for Coinbase Card
Macro title: CB Customer EU Eligibility for a Coinbase Card
Zendesk tag: CB_Card_General_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Coinbase Card is available for customers in Austria, Belgium, Bulgaria, Croatia,
Cyprus,Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece,
Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta,
Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden,
and the UK with a Coinbase account in good standing.
For more information on Coinbase Card, check out our help center article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A user is asking where they can use their Coinbase Card
Macro title: CB Card EU - Where can I use my CB card
Zendesk tag: CB_Card_General_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
The Coinbase Card is a VISA card and can be used everywhere VISA is accepted. It
works offline, online, and internationally. You can use the Card for everyday
purchases at your favourite merchants and at ATMs for cash withdrawals with the
following exceptions:
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●
●
●
●
●
●
●
●
●
●
●
Wires
Direct Marketing - Outbound Telephone
Money Orders
Security Brokers/Dealers
Dating/Escort Services
Massage Parlors
Government Owned Lotteries
Government Licensed Online Casinos (Online Gambling)
Government Licensed Horse/Dog Racing
Betting/Casino Gambling
Horse racing, dog racing and non-sport internet gaming
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Regards,
Coinbase Support
Scenario: Customer asking what steps to take to activate their card and set a PIN.
Macro Name: CB EU Card Activation
Zendesk Tag: CB_card_activate_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
You can activate your Coinbase Card through your Coinbase App. Go to your main
menu on the upper left hand corner of your screen and select Coinbase Card, from
there follow the prompts to provide your card number, CVV and set a pin. After you
have set a pin through your app, make a chip purchase and pin payment at a
physical terminal or at an ATM to complete card activation.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Regards,
Coinbase Support
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Transactions
Macro name: CB Card Fees EU
Scenario: A user writes in asking about the fees for Coinbase Card
Zendesk tag: CB_Card_Fees_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Spending with your Coinbase Card has no fee. You can choose to spend any crypto
that is supported in your region, all with no transaction fees.
Please note that while Coinbase doesn't charge fees for ATM withdrawals, the ATM
terminal you use may charge fees.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A user writes in asking about the tax implications of spending with the
Coinbase Card
Macro title: CB EU Taxes Charged for Transactions
Zendesk tag: CB_Card_Taxes_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Spending cryptocurrencies with your Card has the same tax impact as selling them
on an exchange.
For example, if you spend BTC with your Coinbase Card or sell BTC and withdraw to
your bank account, it has the same tax impact. Exact tax impact varies by income
level and how long you've held the asset.
For more information on taxes, please visit our Tax Resource Center:
https://help.coinbase.com/en/coinbase/taxes-reports-and-financialservices/taxes/coinbase-tax-resource-center?ref=es
Regards,
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Coinbase Support
Scenario: A user has had a transaction declined and is asking for more information
on why it happened.
Macro title: CB EU Declined Transactions Reasons
Zendesk tag: CB_Card_Transaction_EU
Hello,
Thanks for contacting Coinbase Support regarding your Coinbase Card.
It looks like the transaction for X_AMOUNT_X from X_DATE_X was declined with the
reason X_REASON_X.
For reference, here are some common reasons why transactions may be declined:
● If you have insufficient funds in your account
● You surpass the spending limits
● If you try to spend at a prohibited merchant (prohibited merchants are listed
in help article)
● If your transaction is deemed "high risk"
For more on Coinbase Card, please follow our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Kind regards,
Coinbase Support
Scenario: A user would like to lock or unlock their card
Macro title: CB EU Lock, Suspend, Unlock, Unsuspend a Coinbase Card Account
Zendesk tag: CB_Card_Suspend_Unsuspend_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
If you’ve misplaced your card or temporarily need to prevent it from being used, you
can lock your card with these steps:
1.
Sign into your Coinbase App and select Coinbase Card from the upper left
hand corner
2. In the Manage section, toggle the icon next to Lock card
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Your card will now be locked. Once you’re ready to unlock your card, simply
untoggle the icon next to the Lock card.
If you believe your card was lost or stolen, please report it lost or stolen on
Coinbase.com or the mobile app.
Regards,
Coinbase Support
Scenario: A user is expecting a refund on a transaction
Macro title: CB EU Customer is Expecting a Merchant Refund to his CB Card
Zendesk tag: CB_Card_Transaction_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
After a merchant refunds your transaction, we'll add the refunded amount to your
current fiat wallet in your Coinbase account.It can take up to 10 days for a merchant
to process a refund, however, please be assured that once Coinbase receives your
refund, it will be posted to your Coinbase Card account immediately.
Please note that you'll lose any rewards you earned on this transaction.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Macro: Coinbase Card EU - Refund pushback
Scenario: A customer reaches out frustrated that they have received a refund in
default fait terms instead of being denominated in crypto. For example, if they buy a
bottle of wine for 100 euro when Bitcoin is worth 60k. They then return that bottle a
month later when the price of Bitcoin is worth 100k. The customer will be refunded
$100 to their default fiat wallet even though the price of Bitcoin has risen during that
time..
Zendesk tag: CB_Card_refund_EU
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Hello,
Thank you for contacting Coinbase Support.
When you spend crypto using your Coinbase Card, we sell your cryptocurrency,
convert it to local currency and send the funds to the merchant. As a result, after a
merchant refunds a transaction, we add the refunded amount to your local fiat
currency wallet in your Coinbase account.
Refunds are denominated in the value of the local fiat currency amount at the time
of the transaction. Please let us know if you have any other questions.
Kind Regards,
Coinbase Support
Scenario: A user reaches out wanted to cancel a automatic or recurring payment
Macro name: CB EU Card recurring Payments
Tags: CB_Card_Recurring_Payments_EU
Hello,
Thanks for contacting Coinbase.
If you would like to cancel a recurring purchase, follow these steps:
1. Navigate to the Portfolio page on web: https://www.coinbase.com/accounts
2. Under the Recurring purchases section, select the active recurring purchase to
open up the details modal
3. In the details modal, select the Delete icon and confirm the action
Once deleted, the recurring purchase will disappear from the recurring purchase
section.
Please note that canceling recurring purchases is not available on the iOS or Android
app.
Thanks,
Coinbase Support
Macro Name: CB EU Insufficient Funds after funding their Coinbase account
Scenario: Insufficient funds when transacting even though sufficient in app?
● Customer is asking why there is a difference in balance between what they
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have in their wallet and what they can spend on their card.
● Customer deposited funds to their coinbase card. The funds were posted on
the portfolio tab. However, it is not posted on the coinbase card.
Zendesk tag: CB_Card_Transaction_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
When you use a linked bank account as a payment method to deposit funds to your
Coinbase fiat wallet or to purchase cryptocurrency, these funds are immediately
available for buying and selling on Coinbase. However, for security reasons, you will
be unable to immediately withdraw these funds, spend them using Coinbase Card,
or send from Coinbase.
You can see when deposited funds will be available for withdrawal prior to
authorizing a purchase or deposit, as well as on the confirmation email for the
transaction.
To view your current withdrawal availability time frame, login to your account. When
attempting a send to an external wallet from Coinbase, you will be presented with
an option to see when funds will be available for this transaction.
For more on payment methods and withdrawal availability please see our help
article:
https://help.coinbase.com/en/coinbase/getting-started/add-a-paymentmethod/using-a-bank-account-as-a-payment-method-for-us-customers?ref=es
Please note, if you have a current hold on your account, you won't be able to send
funds off of Coinbase until your funds clear. Coinbase Support can't manually
remove the hold.
Regards,
Coinbase Support
Scenario: A user wants to transfer funds to an external bank account
Macro name: CB EU Card transfer to external bank account
Zendesk tag: CB_Card_transfer_EU
Hello,
Thanks for contacting Coinbase Support. We'd be happy to explain how you can
withdraw cash to your bank account.
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In order to withdraw funds from Coinbase, you first need to sell cryptocurrency to
your cash wallet. You can learn how to do this here:
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-sell-or-cash-out-my-digital-currency.html
After you've sold cryptocurrency, the funds from the sale will show up in your cash
wallet. To withdraw cash to your bank account, please follow these steps:
1. Go to your "Portfolio" page or https://www.coinbase.com/accounts
2. Select your local cash wallet
3. Select "Withdraw"
4. Select the bank you would like to withdraw to and enter the amount, then select
"Continue" to confirm the withdrawal
For additional information, please see this help article:
https://help.coinbase.com/en/coinbase/getting-started/adding-a-paymentmethod/how-do-i-use-my-local-currency-wallet-usd-eur-gbp.html
Regards,
Coinbase Support
Card Maintenance
Scenario: A user needs to mark their card as lost/stolen
Macro name: CB EU Card lost or stolen
Zendesk tag: CB_Card_Lost_Stolen_Replacement_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
If your card is lost or stolen, you should immediately report it lost or stolen by
following the steps below:
1.
2.
3.
4.
5.
6.
Log in to your Coinbase app
Select Coinbase Card from the top left corner of the app
Select manage card in the top right
Select Support
Report your card lost or stolen
Follow the prompts
Our team will then deactivate your card and issue you a new card at no cost, which
should arrive in 2-4 weeks.
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While you wait for your new physical card to be delivered, you can still use your
Coinbase Card for online purchases by viewing your card information within your
Coinbase account.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Kind regards,
Coinbase Support
Scenario: A user asks how they can create or change their PIN
Macro Name: CB EU Card Create a PIN
Zendesk tag: CB_Card_General, CB_Create_PIN_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
You can create or change your PIN on your coinbase app, by navigating to Coinbase
card through the main menu in the upper right corner of your app screen. Once you
are there, select ‘Activate Card’ to activate your card and set a pin, or ‘Change Pin’ to
change your pin..
If you forget your PIN, please report your card as lost or stolen.
For more information, please follow our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Misc
Scenario: A user has a non-Coinbase Card question
Macro: CB EU - Non Coinbase Card Question
Zendesk tag: CB_Card_Misc_EU
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Hello,
Thanks for contacting Coinbase Support.
We noticed that your question is about a non-Coinbase Card issue.
To ensure that your question reaches the appropriate team, please create a new
case at https://help.coinbase.com/en/contact-us, and choose the category that best
describes your question.
Regards,
Coinbase Support
Scenario: A user has a question on how to buy or sell cryptocurrency
Macro name: CB EU Card how to buy or sell cryptocurrency
Zendesk tag: CB_Card_Misc_EU
Hello,
Thanks for contacting Coinbase Support.
You can place a buy or sell order for cryptocurrency by signing in to your account
and going to https://www.coinbase.com/trade.
For information on buying cryptocurrency, please see this help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-buy-digital-currency.html?ref=es
For information on selling cryptocurrency, check out our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-sell-or-cash-out-my-digital-currency.html?ref=es
Regards,
Coinbase Support
Scenario: A user needs to update their phone number and is unsure of how
Macro Name: CB EU Card Update Phone Number
Zendesk tag: CB_Card_Misc_EU
Hello,
Thanks for contacting Coinbase Support.
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Please follow these steps to update your phone number on Coinbase:
Go to https://www.coinbase.com/settings/security_settings and follow the steps
below:
1. Under the Phone Numbers section, click on Manage
2. You will have the option to add, remove, and set a primary phone number
3. Follow the verification steps
4. Wait up to one hour for a text message to arrive
-If the text does not arrive after an hour, go back to that link, delete the
number, re-add it, and wait for the text again.
-If you do not delete the number before adding it again, you will get the
"number already added" error.
If you’re still experiencing issues with receiving text messages after attempting the
above, please try following troubleshooting tips:
● Make sure your service has an SMS plan. (If you receive SMS messages from
other people, it probably does)
● Please try rebooting your device before attempting the process again
● Make sure you have adequate reception
● Make sure your phone's inbox isn't full and allows more messages to arrive
● Please call your provider and make sure you don't have a "spam" or
"shortcode" filter enabled. Some providers will enable these without your
knowledge
● Check your phone’s block list for shortcodes. For ex: 776-836. This can usually
be found in Settings > Phone > Call Blocking
Please let us know if you need any further assistance.
Kind regards,
Coinbase Support
cenario: A user writes in about a known bug or issue
Macro Name: CB EU Card Known Issue
Zendesk tag: CB_Card_Bug_EU
Hello,
Thank you for contacting Coinbase Support about this issue.
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We're aware of this problem and we're working to fix it as soon as possible.
Kind regards,
Coinbase Support
Scenario: A user needs to update their email address and is unsure of how
Macro Name: CB EU Card Update Email Address
Zendesk tag: CB_Card_Misc_EU
Hello,
Thanks for contacting Coinbase support.
To update the email address on your Coinbase account, please visit
https://www.coinbase.com/settings.
Type your new email address into the Email field and then click Save.
You will then be sent two emails, one to the old address you want to remove, and
another to the new address. Both emails contain links you need to click to verify the
change.
Once you've clicked those links, your email address will be automatically updated in
our system.
Regards,
Coinbase Support
Scenario: A customer wants to know if they can keep their Coinbase Account if they
close their Coinbase Card Account
Macro Name: CB EU Card Close Card Account
Zendesk tag: CB_Card_Misc_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
If you no longer want to use your Coinbase Card account, but still want to use your
other Coinbase accounts, you can simply lock your card indefinitely. Suspending
your card will disable your account from any further use.
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If you want to use your Coinbase Card account again, you can unlock the account
either via the app or the website and begin using the card again immediately.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: Customer Wants to Know if a Coinbase Card comes in Different Colors
Macro Name: CB EU Card Customized Card
Zendesk tag: CB_Customized_Card_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Coinbase Card is currently only available in blue, but stay tuned as we’re constantly
adding new enhancements.
For more on Coinbase Card, check out our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A customer wants to know if they can have more than one Coinbase Card
Macro Name: CB EU Card More than one account
Zendesk tag: CB_Card_More_than_One_Account_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
You can only have one Coinbase Card because it's tied directly to your Coinbase
Account. However, if your card is lost or stolen, please mark it as lost or stolen so we
can send you a new one at no cost.
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For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: Can I spend my Coinbase Card using funds that are in a Coinbase Vault?
Macro Name: CB EU Card - Spending funds at the Vault Store
Zendesk tag: CB_Card_Vault_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card. You can use your
Coinbase Card to spend cryptocurrency in any of the wallets associated with your
account. At this time you cannot spend funds that are stored in a Vault.
If you’d like to spend funds that are stored in a Vault, please first move them to your
wallet.
Regards,
Coinbase Support
Macro name: CB Card EU - How to directly fund Coinbase Card
Scenario: How to fund a Coinbase card account directly?
Zendesk tag: CB_Card_Fund_Bank_Account_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
A bank account is a great way to deposit funds or to purchase assets so that you can
trade on Coinbase immediately, especially if you want to buy and sell with higher
transaction limits.
You can link your bank account as a payment method to deposit funds to your
Coinbase fiat wallet or to purchase cryptocurrency. These funds are immediately
available for buying and
selling on Coinbase. However, for security reasons, you will be unable to immediately
withdraw these funds, spend them using Coinbase Card, or send from Coinbase.
You can see when deposited funds will be available for withdrawal prior to
authorizing a purchase or deposit, as well as on the confirmation email for the
transaction. To view your current withdrawal availability time frame, sign in to your
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account. When attempting a send to an external wallet from Coinbase, you will be
presented with an option to see when funds will be available for this transaction.
For more on payment methods and withdrawal availability, please follow our help
article:
Please note, if you have a current hold on your account, you won't be able to send
funds off of Coinbase until your funds clear. Coinbase Support can't manually
remove the hold.
To learn how to deposit funds or purchase assets, please visit:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-buy-digital-currency
For additional information regarding your available balance, please visit:
https://help.coinbase.com/en/coinbase/trading-and-funding/sending-or-receivingcryptocurrency/available-balance-faq
Regards,
Coinbase Support
Macro name: CB Card EU Card Spending Limits
Scenario: A user writes in asking about the spending Limits
Zendesk tag: CB_Card_Transaction_Limts _Spend_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card. You can find your
spending limits on your Coinbase app.
● Select Coinbase Card in the Coinbase from the main menu
● Select Support
● Select View spending and ATM limits
Please note that these limits can’t be modified at this time.
Regards,
Coinbase Support
Macro name: CB EU Card Monthly Statement
Scenario: A user writes in asking how to download their statements
Zendesk tag: CB_Card_monthly_statement_EU
Hello,
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Thank you for contacting Coinbase Support.
To generate a transaction history report, go to the following page:
https://www.coinbase.com/reports
1. Click the "Generate report" button
2. Filter the report if applicable
3. Select the file type that best suits your needs
4. Click "Generate report" to download
Please let us know if you have any questions.
Kind regards,
Coinbase Support
Macro Name: CB EU Card Gas Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account
Zendesk tag: CB_Card_Hold_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Merchants like gas stations may place a temporary hold on your account when you
spend your Coinbase Card. Gas Station holds are generally released within 24-72 at
which point funds will be automatically returned to your account.
Please reach out directly to the merchant if you have any questions before the 3
business days have passed.
Kind regards,
Coinbase Support
Macro Name: CB EU General Merchant Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account from a general
merchant
Zendesk tag: CB_Card_Hold_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
General merchants may place a temporary hold on your account when you spend
on your Coinbase Card. General merchant holds are generally released up to but no
more than 8 days at which point funds will be automatically returned to your
account.
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Please reach out directly to the merchant if you have any questions before the 8
days have passed.
Kind regards,
Coinbase Support
Macro Name: CB EU Hotel Pending Transaction
Scenario: A customer experienced a temporary hold on their account
Zendesk tag: CB_Card_Hold_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Merchants like hotels may place a temporary hold on your account when you spend
on your Coinbase Card. Hospitality holds up to but no longer than 30 days, at which
point funds will be automatically returned to your account.
Please reach out directly to the merchant if you have any questions before the 30
days have passed.
Kind regards,
Coinbase Support
Macro Name: CB EU Dining Establishment Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account from a
restaurant
Zendesk tag: CB_Card_Hold_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Dining establishments may place a temporary hold on your account when you
spend on your Coinbase Card. Funds being held are most likely 15-20% higher than
the total cost of the bill because the restaurant has added in a food server gratuity.
Dining establishments holds are generally are settled within 3 days and if a gratuity
was not added when the bill was paid, the additional 15-20% will fall off the total.
Please reach out directly to the merchant if you have any questions before the 3
days have passed.
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Kind regards,
Coinbase Support
Macro Name: CB EU Transportation vendors Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account from a
transportation vendor
Zendesk tag: CB_Card_Hold_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Transportation vendor may place a temporary hold on your account when you
spend on your Coinbase Card. Funds being held are most likely 15-20% higher than
the total cost of the bill because the transportation vendor has added in a driver
gratuity. Most transportation vendor holds are generally settled within 3 days and if a
gratuity was not added when the bill was paid, the additional 15-20% will fall off the
total.
Please reach out directly to the merchant if you have any questions before the 3
days have passed.
Kind regards,
Coinbase Support
Scenario: How to update address
Macro Name: CB EU Card Update Address
Zendesk tag: CB_Card_Update_Address_EU
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
If you recently changed your place of residence or your account is set to an incorrect
country or state, you can update this information from your Settings page at
https://www.coinbase.com/settings.
Please note that changing your country may affect the payment methods that are
available to your account.
You'll need an ID with your new address on it.
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1. Upload a government-issued ID that shows your new address on the ID
verification page.
2. Update your personal information and address on the "Profile" page
For more details on updating your address, please see our help center article:
https://help.coinbase.com/en/coinbase/managing-my-account/accountinformation/how-do-i-change-my-country-or-state?ref=es
Regards,
Coinbase Support
Scenario: Can I use my CB Card internationally?
Macro Name: CB EU Card - Can I use it internationally?
Zendesk tag: CB_Card_International_Usage_EU
Hello,
Thanks for contacting Coinbase Support about your Coinbase Card.
The Coinbase Card is a VISA card and can be used everywhere VISA is accepted. It
works offline, online, and internationally. You can use the card for everyday
purchases at your favourite merchants and at ATMs for cash withdrawals.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: I can’t login to my CB card account on the website or the app.
Macro Name: CB EU Card Trouble logging in
Zendesk tag: CB_Unable_To_Login_EU
Hello,
Thanks for contacting Coinbase Support about your Coinbase Card.
If you're having trouble completing 2-step verification to sign in to your account,
make sure your mobile device software and Coinbase app are up to date.
Lost email access?
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If you've lost access to the email address associated with your Coinbase account,
locked yourself out of your account, or lost access to your account, please see this
help article: https://help.coinbase.com/en/coinbase/managing-my-account/accountrecovery/account-recovery-faq?ref=es
If you're using SMS verification:
You'll need the mobile device and phone number associated with your Coinbase
account in hand in order to successfully complete 2-step verification.
For more troubleshooting tips, please view our help article:
https://help.coinbase.com/en/coinbase/managing-my-account/account-recovery/ihave-lost-or-need-to-update-my-phone-or-2-factor-authentication-device?ref=es
Regards,
Coinbase Support
Scenario: A customer’s transaction is still showing as Pending and they want to
know when it will post to their Coinbase Card Account.
Macro name: CB EU Card When will pending transaction complete
Zendesk tag:
CB_Card_Pending_Transaction_Still_Showing_Not_Cleared_Not_Settled_EU
Hello,
Thanks for contacting Coinbase Support about your Coinbase Card.
Your transaction may show as "pending" because some merchants can take up to 10
business days to submit transactions for payment.
Your pending transaction should post to your Coinbase Card account within 10 days
from the date of the transaction.
If you have any further questions, please feel free to reply to this email.
Regards,
Coinbase Support
Macro: CB EU Card - ApplePay & GooglePay
Scenario: A user reaches out asking how Google or ApplePay can be enabled
Zendesk label: CB_Card_Mobile_Payments_EU
Hello,
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Thanks for contacting Coinbase Support.
You can add your Coinbase Card to ApplePay or GooglePay are not currently
supported through Coinbase Card. We’re hoping to add this to your card features
soon.
Regards,
Coinbase Support
Macro: CB EU Card - Venmo, PayPal or CashApp limitations
Scenario: A user asks if they can use their Coinbase Card to fund their Venmo,
Cashapp, AppleCash, Paypal or equivalent account.
Zendesk label: CB_Card_P2P_Funding_EU
Hello,
Thanks for contacting Coinbase Support.
For security reasons, you’re unable to use your Coinbase Card to fund your Venmo,
PayPal, CashApp, AppleCash or similar services. However, you can still use your Card
at millions of merchants worldwide and anywhere that VISA is accepted.
Kind regards,
Coinbase Support
Macro: CB EU Card - account compromise
Scenario: A Coinbase Card customer writes in saying that their account has been
compromised.
Zendesk label: cb_account_compromised_EU
Hello,
Thanks for contacting Coinbase Support.
If your account was compromised, you can temporarily disable it to prevent any
further activity by calling our phone support number and reporting any
unauthorized activity to our specialist team by submitting a ticket through our
support form:
For more details, please follow our help article:
https://help.coinbase.com/en/coinbase/privacy-and-security/accountcompromised/my-account-was-compromised
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Please note that this support team is unable to assist with account compromise
issues.
Regards,
Coinbase Support
Macro: CB EU Card - Feedback
Scenario: A customer reaches out with a feature request on how to improve
Coinbase Card
Zendesk label: cb_customer_feedback_EU
Hello,
Thanks for the feedback.
This is a really interesting request, but unfortunately it's not something we currently
offer. Most new features and improvements to Coinbase come directly from
feedback like yours, so it's very valuable to us.
I've recorded your request so that it can be reviewed by our team when planning
which features to build next.
While we can't offer any specific timeline for the addition of new features, we’re
constantly working to build products our customers will love.
Regards,
Coinbase Support
Macro: CB EU Card - Multiple Users
Scenario: A customer asks if they can have a secondary user on their account
Zendesk label: CB_Card_Multiplle_Users_EU
Hello,
Thanks for contacting Coinbase Support.
You’re unable to have multiple users on your Coinbase Card since it is connected
directly to your personal Coinbase account.
Regards,
Coinbase Support
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Macro: CB EU Card - Card sent to incorrect address
Scenario: A customer reaches out saying that their card was sent to an incorrect
address or they want it sent to a different address.
Zendesk label: CB_incorrect_shipping_address _EU
Hello,
Thanks for contacting Coinbase Support.
If your Coinbase Card was sent to an incorrect address or you need it sent to a
different one, please follow the instructions below to have a new card sent to you at
no cost:
●
●
●
●
●
●
Log in to your Coinbase App
Select Coinbase Card from the main menu
Select manage card in the top right
Select Support
Report your card lost or stolen
Follow the prompts
While you wait for your new card, you can begin using your card immediately for
online purchases by accessing the card info from your account.
Regards,
Coinbase Support
Macro: CB EU Card - Request for routing or account number
Scenario: A customer reaches out asking for an account or routing number
Zendesk label: CB_Card_routing_number_EU
Hello,
Thanks for contacting Coinbase Support.
A routing or account number is a really interesting request, but unfortunately it's not
something we currently offer. Most new features and improvements to Coinbase
come directly from feedback like yours, so it's very valuable to us.
I've recorded your request so that it can be reviewed by our team when planning
which features to build next.
While we can't offer any specific timeline for the addition of new features, we’re
constantly working to build products our customers will love.
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In the meantime, you can continue to use your Coinbase Card for purchases online
or anywhere that VISA is accepted.
Regards,
Coinbase Support
Macro: CB EU Card - Update Billing Address
Scenario: A customer would like to update their billing address
Zendesk label: CB_Card_billing_address_EU
Hello,
Thanks for contacting Coinbase Support.
If you need to update your billing address, you can do so by following the
instructions below:
●
●
●
●
●
●
Log in to your Coinbase App
Select Coinbase Card from the main menu
Select manage card in the top right
Select Support
Select ‘My billing address has changed’
Follow the prompts
The billing address associated with your Coinbase Card will then be updated.
Regards,
Coinbase Support
Macro: CB EU Card - Spending Balance from other products
Scenario: A customer wants to know if they can spend their Coinbase Pro, Wallet,
Commerce or Prime balance with their Card
Zendesk label: CB_Card_other_products_EU
Hello,
Thanks for contacting Coinbase Support.
Coinbase Card allows you to spend crypto or cash anywhere VISA cards are
accepted. You can use your card to spend any of the cryptocurrencies that are stored
on your Coinbase account.
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At this time you can’t use Coinbase Card to spend funds stored on Wallet, Prime,
Commerce or other Coinbase products.
Kind regards,
Coinbase Support
Scenario: A user reaches out asking to talk to a phone representative
Macro Name: CB EU Card No Outbound Phone Calls
Zendesk tags: CB_card_general_no_outbound_calls_EU
Hello,
Thank you for contacting Coinbase Support.
For the security of your account, Coinbase Support does not make outbound calls to
customers.
If you would like to speak to a live agent regarding your Coinbase Card, please call
our support team at 1 (888) 908-7930.
For all other inquiries, please visit
https://help.coinbase.com/en/coinbase/getting-started/other/how-can-i-contactcoinbase-support.html?ref=es
If you are contacted by someone that claims to be Coinbase Support, please report
them by contacting us at https://help.coinbase.com/en/contact-us.html?ref=es
Regards,
Coinbase Support
Scenario: A user reaches out saying they just added funds, but the card is declining.
Decline reason showing as JIT response Insufficient funds.
Macro name: CB EU Card - Insufficient funds decline due to WBL
Zendesk Tag: CB_Card_Decline_EU
Hello ,
Thanks for contacting Coinbase Support.
After reviewing your account, it looks like your transaction was declined due to
insufficient funds. As a reminder: When you make a payment with your Coinbase
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Card, you must first fund your local wallet or the asset wallet you are making a
purchase with.
Usually once you’ve added cash from a linked bank account, those funds are
immediately available for buying and selling on Coinbase. However, due to security
reasons, you will not be able to immediately cash out or send these funds, or use
them to make a payment with your Coinbase Card.
You can see when your deposited funds will be available for cashout on the
transaction confirmation screen before you complete a purchase or deposit, as well
as in the transaction confirmation email.
To view your current cashout time frame, sign in to your account.
Regards,
Coinbase Support
Macro name: CB EU Card Cannot Access Account
Scenario: User cannot access their account phone number and cannot login to their
coinbase account
Zendesk tag: CB_card_locked_out_of_account_EU
Hello,
Thank you for reaching out!
We’re happy to share that you can update this information at any time without
needing to contact or wait on our support team by using one of the following links.
●
●
●
●
Use this link to update your personal details, like your name, address, or email:
https://accounts.coinbase.com/profile
Use this link to update your phone number:
https://www.coinbase.com/settings/security_settings
Use this link to upload a new photo ID to update identity details, such as your
legal name, gender, or nationality:
https://www.coinbase.com/verifications/documents/new
Use this link to update your financial information, like your bank account or
credit cards: https://www.coinbase.com/settings/linked-accounts
Sincerely,
Coinbase Support
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39. Coinbase Card UK Zendesk Macros
Scenario: A case needs to be escalated to Coinbase
Macro name: CB Card UK- Escalate to Coinbase
Zendesk tag: CB_Card_Escalation_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
We’re working with a specialist to review the information you’ve provided and they
will follow up with you as soon as we have an update.
You’ll also receive an email confirming this ticket has been closed by this team and
as well as a new confirmation email from the specialist team which will be helping
resolve your issue.
For more on Coinbase Card, please see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-card-faq
Regards,
Coinbase Support
Scenario: A customer reaches out stating that the name on their Coinbase Card is
incorrect
Macro name: CB Card UK - Incorrect Card name
Zendesk tag: CB_Card_Incorect_Name_UK
Hi,
Thanks for contacting Coinbase Support regarding Coinbase Card.
The name on your Coinbase Card is decided by the Legal Name that we have on file
for your Coinbase Account. If this name is incorrect, you can update the Legal Name
on file by following the steps below:
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1. Navigate to our document verification page: https://www.coinbase.com/verify-id/
2. Complete the steps to verify your identity using an official ID document
3. The legal name on your Coinbase account will be automatically updated
After you complete these steps, mark your Coinbase Card as lost/stolen and we’ll
send you a new one at no cost.
If you're still having difficulty with this, please let us know and we'll be happy to assist
you further.
Kind regards,
Coinbase Support
Macro name: CB Card UK - General Information
Scenario:A customer writes in asking what is the Coinbase Card or asks for general
information
Zendesk tag: CB_Card_General_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Coinbase Card allows you to spend crypto anywhere VISA cards are accepted. Crypto
is drawn directly from your Coinbase account and used to fund your purchases. The
more you use your Coinbase Card, the more rewards you earn, which can
accumulate over time.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-card-faq
Regards,
Coinbase Support
Macro Name: CB UK Card Eligibility
Scenario: Customer wants to know if they are eligible for a CB card
Zendesk tag: CB_card_eligibility_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
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Coinbase Card is available for most customers in the EU and UK (see our help article
below for a list of all countries). To sign up for a coinbase card, you must:
●
●
●
Have a Coinbase account in good standing
Verify your identity
Download the Coinbase app through google play or the iOS app store
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Regards,
Coinbase Support
Scenario: A user reaches out asking how to sign up for the Coinbase Card
Macro Name: CB Card UK - Sign Up
Zendesk tag: CB_Card_General_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
You can sign up for Coinbase Card through the mobile app.
- Go to your main menu in the upper left hand corner of your screen
- Select Coinbase Card
- Follow the prompts to sign up
There's no credit check, application fee or fee to receive the card, but you must have
a valid Coinbase account and have completed all identity verification steps.
For more information, check out our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Regards,
Coinbase Support
Scenario: A customer has a question about how to activate the Coinbase Card
Macro Name: CB Card Onboarding UK
Zendesk tag: CB_Card_Onboarding_UK
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Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
After you’re approved for the card, you can begin using your virtual card right away.
Once you receive your physical card, you can activate it through the Coinbase
mobile app.
●
●
●
Go to the main menu on the upper left corner of the screen
Select Coinbase Card
Follow the prompts to sign up
If you’re unable to activate your card, please call our support team at 1 (888) 9087930.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A user has requested a physical card but it hasn’t arrived yet
Macro title: CB Card UK - Not Delivered
Zendesk tag: CB_Card_Onboarding_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
After you’ve been approved for the Coinbase Card, you should expect to receive your
card via local post in 2-4 weeks. If your card doesn’t come within this timeframe then
please report it as lost within the Coinbase Card section of your Coinbase account by
following the steps below:
7. Log in to your Coinbase app
8. Select Coinbase Card from the main menu in the upper left hand corner
9. Select manage card in the top right
10. Select Support
11. Report your card lost or stolen
12. Follow the prompts
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Our team will then deactivate your card and issue you a new card at no cost, which
should arrive in 2-4 weeks.
While you wait for your new physical card to be delivered, you can still use your
Coinbase Card for online purchases by viewing your card information within your
Coinbase account.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: It has passed the timeframe for the physical card to arrive, but it hasn’t
arrived.
Macro title: CB Card UK - Not Delivered
Zendesk tag: CB_Card_Onboarding_UK
Hello,
Thanks for letting us know that your card hasn’t arrived yet. We apologize for the
confusion that this incorrect card delivery notification caused.
Your card is on the way and should arrive within the next few business days. If your
card doesn’t come within this timeframe then please report it as lost within the
Coinbase Card section of your Coinbase account by following the steps below:
1.
2.
3.
4.
5.
6.
Log in to your coinbase app
Select Coinbase Card from the main menu in the upper left hand corner
Select manage card in the top right
Select Support
Report your card lost or stolen
Follow the prompts
Our team will then deactivate your card and issue you a new card at no cost, which
should arrive in 2-4 weeks.
While you wait for your new physical card to be delivered, you can still use your
Coinbase Card for online purchases by viewing your card information within your
Coinbase account.
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For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A customer cannot see Coinbase Card as an option in their coinbase app
(they are ineligible)
Macro title: CB Customer UK Rejected or Turned Down for a Coinbase Card
Zendesk tag: CB_Card_Rejected_UK
Hello,
Thanks for contacting Coinbase Support regarding your interest in Coinbase Card.
Coinbase Card will continue expanding to include more users in the future. However,
you're not currently eligible for a Coinbase Card. We can't change your eligibility
status, but hopefully you'll be able to use the Coinbase Card in the future.
Regards,
Coinbase Support
Scenario: A customer writes in asking if they are eligible for Coinbase Card
Macro title: CB Customer UK Eligibility for a Coinbase Card
Zendesk tag: CB_Card_General_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Coinbase Card is available for customers in Austria, Belgium, Bulgaria, Croatia,
Cyprus,Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece,
Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta,
Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden,
and the UK with a Coinbase account in good standing.
For more information on Coinbase Card, check out our help center article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
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Regards,
Coinbase Support
Scenario: A user is asking where they can use their Coinbase Card
Macro title: CB Card UK - Where can I use my CB card
Zendesk tag: CB_Card_General_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
The Coinbase Card is a VISA card and can be used everywhere VISA is accepted. It
works offline, online, and internationally. You can use the Card for everyday
purchases at your favourite merchants and at ATMs for cash withdrawals with the
following exceptions:
●
●
●
●
●
●
●
●
●
●
●
Wires
Direct Marketing - Outbound Telephone
Money Orders
Security Brokers/Dealers
Dating/Escort Services
Massage Parlors
Government Owned Lotteries
Government Licensed Online Casinos (Online Gambling)
Government Licensed Horse/Dog Racing
Betting/Casino Gambling
Horse racing, dog racing and non-sport internet gaming
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Regards,
Coinbase Support
Scenario: Customer asking what steps to take to activate their card and set a PIN.
Macro Name: CB UK Card Activation
Zendesk Tag: CB_card_activate_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
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You can activate your Coinbase Card through your Coinbase App. Go to your main
menu on the upper left hand corner of your screen and select Coinbase Card, from
there follow the prompts to provide your card number, CVV and set a pin. After you
have set a pin through your app, make a chip purchase and pin payment at a
physical terminal or at an ATM to complete card activation.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
Regards,
Coinbase Support
Transactions
Macro name: CB Card Fees UK
Scenario: A user writes in asking about the fees for Coinbase Card
Zendesk tag: CB_Card_Fees_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Spending with your Coinbase Card has no fee. You can choose to spend any crypto
that is supported in your region, all with no transaction fees.
Please note that while Coinbase doesn't charge fees for ATM withdrawals, the ATM
terminal you use may charge fees.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A user writes in asking about the tax implications of spending with the
Coinbase Card
Macro title: CB UK Taxes Charged for Transactions
Zendesk tag: CB_Card_Taxes_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
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Spending cryptocurrencies with your Card has the same tax impact as selling them
on an exchange.
For example, if you spend BTC with your Coinbase Card or sell BTC and withdraw to
your bank account, it has the same tax impact. Exact tax impact varies by income
level and how long you've held the asset.
For more information on taxes, please visit our Tax Resource Center:
https://help.coinbase.com/en/coinbase/taxes-reports-and-financialservices/taxes/coinbase-tax-resource-center?ref=es
Regards,
Coinbase Support
Scenario: A user has had a transaction declined and is asking for more information
on why it happened.
Macro title: CB UK Declined Transactions Reasons
Zendesk tag: CB_Card_Transaction_UK
Hello,
Thanks for contacting Coinbase Support regarding your Coinbase Card.
It looks like the transaction for X_AMOUNT_X from X_DATE_X was declined with the
reason X_REASON_X.
For reference, here are some common reasons why transactions may be declined:
● If you have insufficient funds in your account
● You surpass the spending limits
● If you try to spend at a prohibited merchant (prohibited merchants are listed
in help article)
● If your transaction is deemed "high risk"
For more on Coinbase Card, please follow our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Kind regards,
Coinbase Support
Scenario: A user would like to lock or unlock their card
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Macro title: CB UK Lock, Suspend, Unlock, Unsuspend a Coinbase Card Account
Zendesk tag: CB_Card_Suspend_Unsuspend_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
If you’ve misplaced your card or temporarily need to prevent it from being used, you
can lock your card with these steps:
1.
Sign into your Coinbase App and select Coinbase Card from the upper left
hand corner
2. In the Manage section, toggle the icon next to Lock card
Your card will now be locked. Once you’re ready to unlock your card, simply
untoggle the icon next to the Lock card.
If you believe your card was lost or stolen, please report it lost or stolen on
Coinbase.com or the mobile app.
Regards,
Coinbase Support
Scenario: A user is expecting a refund on a transaction
Macro title: CB UK Customer is Expecting a Merchant Refund to his CB Card
Zendesk tag: CB_Card_Transaction_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
After a merchant refunds your transaction, we'll add the refunded amount to your
current fiat wallet in your Coinbase account.It can take up to 10 days for a merchant
to process a refund, however, please be assured that once Coinbase receives your
refund, it will be posted to your Coinbase Card account immediately.
Please note that you'll lose any rewards you earned on this transaction.
For more information, see our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
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Regards,
Coinbase Support
Macro: Coinbase Card UK - Refund pushback
Scenario: A customer reaches out frustrated that they have received a refund in
default fiat terms instead of being denominated in crypto. For example, if they buy a
bottle of wine for 100 euro when Bitcoin is worth 60k. They then return that bottle a
month later when the price of Bitcoin is worth 100k. The customer will be refunded
$100 to their default fiat wallet even though the price of Bitcoin has risen during that
time.
Zendesk tag: CB_Card_refund_UK
Hello,
Thank you for contacting Coinbase Support.
When you spend crypto using your Coinbase Card, we sell your cryptocurrency,
convert it to local currency and send the funds to the merchant. As a result, after a
merchant refunds a transaction, we add the refunded amount to your local fiat
currency wallet in your Coinbase account.
Refunds are denominated in the value of the local fiat currency amount at the time
of the transaction. Please let us know if you have any other questions.
Kind Regards,
Coinbase Support
Scenario: A user reaches out wanted to cancel a automatic or recurring payment
Macro name: CB UK Card recurring Payments
Tags: CB_Card_Recurring_Payments_UK
Hello,
Thanks for contacting Coinbase.
If you would like to cancel a recurring purchase, follow these steps:
1. Navigate to the Portfolio page on web: https://www.coinbase.com/accounts
2. Under the Recurring purchases section, select the active recurring purchase to
open up the details modal
3. In the details modal, select the Delete icon and confirm the action
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Once deleted, the recurring purchase will disappear from the recurring purchase
section.
Please note that canceling recurring purchases is not available on the iOS or Android
app.
Thanks,
Coinbase Support
Macro Name: CB UK Insufficient Funds after funding their Coinbase account
Scenario: Insufficient funds when transacting even though sufficient in app?
● Customer is asking why there is a difference in balance between what they
have in their wallet and what they can spend on their card.
● Customer deposited funds to their coinbase card. The funds were posted on
the portfolio tab. However, it is not posted on the coinbase card.
Zendesk tag: CB_Card_Transaction_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
When you use a linked bank account as a payment method to deposit funds to your
Coinbase fiat wallet or to purchase cryptocurrency, these funds are immediately
available for buying and selling on Coinbase. However, for security reasons, you will
be unable to immediately withdraw these funds, spend them using Coinbase Card,
or send from Coinbase.
You can see when deposited funds will be available for withdrawal prior to
authorizing a purchase or deposit, as well as on the confirmation email for the
transaction.
To view your current withdrawal availability time frame, login to your account. When
attempting a send to an external wallet from Coinbase, you will be presented with
an option to see when funds will be available for this transaction.
For more on payment methods and withdrawal availability please see our help
article:
https://help.coinbase.com/en/coinbase/getting-started/add-a-paymentmethod/using-a-bank-account-as-a-payment-method-for-us-customers?ref=es
Please note, if you have a current hold on your account, you won't be able to send
funds off of Coinbase until your funds clear. Coinbase Support can't manually
remove the hold.
Regards,
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Coinbase Support
Scenario: A user wants to transfer funds to an external bank account
Macro name: CB UK Card transfer to external bank account
Zendesk tag: CB_Card_transfer_UK
Hello,
Thanks for contacting Coinbase Support. We'd be happy to explain how you can
withdraw cash to your bank account.
In order to withdraw funds from Coinbase, you first need to sell cryptocurrency to
your cash wallet. You can learn how to do this here:
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-sell-or-cash-out-my-digital-currency.html
After you've sold cryptocurrency, the funds from the sale will show up in your cash
wallet. To withdraw cash to your bank account, please follow these steps:
1. Go to your "Portfolio" page or https://www.coinbase.com/accounts
2. Select your local cash wallet
3. Select "Withdraw"
4. Select the bank you would like to withdraw to and enter the amount, then select
"Continue" to confirm the withdrawal
For additional information, please see this help article:
https://help.coinbase.com/en/coinbase/getting-started/adding-a-paymentmethod/how-do-i-use-my-local-currency-wallet-usd-eur-gbp.html
Regards,
Coinbase Support
Card Maintenance
Scenario: A user needs to mark their card as lost/stolen
Macro name: CB UK Card lost or stolen
Zendesk tag: CB_Card_Lost_Stolen_Replacement_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
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If your card is lost or stolen, you should immediately report it lost or stolen by
following the steps below:
1.
2.
3.
4.
5.
6.
Log in to your Coinbase app
Select Coinbase Card from the top left corner of the app
Select manage card in the top right
Select Support
Report your card lost or stolen
Follow the prompts
Our team will then deactivate your card and issue you a new card at no cost, which
should arrive in 2-3 weeks.
While you wait for your new physical card to be delivered, you can still use your
Coinbase Card for online purchases by viewing your card information within your
Coinbase account.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Kind regards,
Coinbase Support
Scenario: A user asks how they can create or change their PIN
Macro Name: CB UK Card Create a PIN
Zendesk tag: CB_Card_General, CB_Create_PIN_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
You can create or change your PIN on your coinbase app, by navigating to Coinbase
card through the main menu in the upper right corner of your app screen. Once you
are there, select ‘Activate Card’ to activate your card and set a pin, or ‘Change Pin’ to
change your pin.
If you forget your PIN, please report your card as lost or stolen.
For more information, please follow our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
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Regards,
Coinbase Support
MISC
Scenario: A user has a non-Coinbase Card question
Macro: CB UK - Non Coinbase Card Question
Zendesk tag: CB_Card_Misc_UK
Hello,
Thanks for contacting Coinbase Support.
We noticed that your question is about a non-Coinbase Card issue.
To ensure that your question reaches the appropriate team, please create a new
case at https://help.coinbase.com/en/contact-us, and choose the category that best
describes your question.
Regards,
Coinbase Support
Scenario: A user has a question on how to buy or sell cryptocurrency
Macro name: CB UK Card how to buy or sell cryptocurrency
Zendesk tag: CB_Card_Misc_UK
Hello,
Thanks for contacting Coinbase Support.
You can place a buy or sell order for cryptocurrency by signing in to your account
and going to https://www.coinbase.com/trade.
For information on buying cryptocurrency, please see this help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-buy-digital-currency.html?ref=es
For information on selling cryptocurrency, check out our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-sell-or-cash-out-my-digital-currency.html?ref=es
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Regards,
Coinbase Support
Scenario: A user needs to update their phone number and is unsure of how
Macro Name: CB UK Card Update Phone Number
Zendesk tag: CB_Card_Misc_UK
Hello,
Thanks for contacting Coinbase Support.
Please follow these steps to update your phone number on Coinbase:
Go to https://www.coinbase.com/settings/security_settings and follow the steps
below:
1. Under the Phone Numbers section, click on Manage
2. You will have the option to add, remove, and set a primary phone number
3. Follow the verification steps
4. Wait up to one hour for a text message to arrive
-If the text does not arrive after an hour, go back to that link, delete the
number, re-add it, and wait for the text again.
-If you do not delete the number before adding it again, you will get the
"number already added" error.
If you’re still experiencing issues with receiving text messages after attempting the
above, please try following troubleshooting tips:
● Make sure your service has an SMS plan. (If you receive SMS messages from
other people, it probably does)
● Please try rebooting your device before attempting the process again
● Make sure you have adequate reception
● Make sure your phone's inbox isn't full and allows more messages to arrive
● Please call your provider and make sure you don't have a "spam" or
"shortcode" filter enabled. Some providers will enable these without your
knowledge
● Check your phone’s block list for shortcodes. For ex: 776-836. This can usually
be found in Settings > Phone > Call Blocking
Please let us know if you need any further assistance.
Kind regards,
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Coinbase Support
Scenario: A user writes in having issues accessing the Coinbase app or website
Macro name: CB Card UK General Bug
Zendesk Tab: CB_Card_Bug_UK
Hello,
Thanks for contacting Coinbase Support about this issue.
When troubleshooting unknown issues, it often helps to rule out the following
options first.
If you are experiencing this issue via mobile (iOS or Android):
COINBASE CARD EU/UK IS NOT AVAILABLE ON WEB - direct customers to use the
app
● Update the app to the latest version available
● Update your phone software to the latest version available
● Try logging out, then back into Coinbase
● Force quit the app and restart it
● Uninstall the app and reinstall it
● If you are experiencing this issue via mobile web, a tablet, or a Windows
phone: Coinbase is not optimized for these platforms. Please use an
iOS/Android smartphone.
If you're still having trouble after this, respond to this email with the following
information, which could help us better understand what you're experiencing:
● Phone you are using iOS or Android
● Version of the app
● Version of your mobile device software
● A screenshot of the error message/bug (if possible)
● Steps taken to reproduce the bug/error
● Any additional information about the issue uncovered through
troubleshooting
For any screenshots or images, please send them as attachments. We will not be
able to see your images when they are inserted in the body of your email.
Kind regards,
Coinbase Support
Scenario: A user writes in about a known bug or issue
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Macro Name: CB UK Card Known Issue
Zendesk tag: CB_Card_Bug_UK
Hello,
Thank you for contacting Coinbase Support about this issue.
We're aware of this problem and we're working to fix it as soon as possible.
Kind regards,
Coinbase Support
Scenario: A user needs to update their email address and is unsure of how
Macro Name: CB UK Card Update Email Address
Zendesk tag: CB_Card_Misc_UK
Hello,
Thanks for contacting Coinbase support.
To update the email address on your Coinbase account, please visit
https://www.coinbase.com/settings.
Type your new email address into the Email field and then click Save.
You will then be sent two emails, one to the old address you want to remove, and
another to the new address. Both emails contain links you need to click to verify the
change.
Once you've clicked those links, your email address will be automatically updated in
our system.
Regards,
Coinbase Support
Scenario: A customer wants to know if they can keep their Coinbase Account if they
close their Coinbase Card Account
Macro Name: CB UK Card Close Card Account
Zendesk tag: CB_Card_Misc_UK
Hello,
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Thanks for contacting Coinbase Support about Coinbase Card.
If you no longer want to use your Coinbase Card account, but still want to use your
other Coinbase accounts, you can simply lock your card indefinitely. Suspending
your card will disable your account from any further use.
If you want to use your Coinbase Card account again, you can unlock the account
either via the app or the website and begin using the card again immediately.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: Customer Wants to Know if a Coinbase Card comes in Different Colors
Macro Name: CB UK Card Customized Card
Zendesk tag: CB_Customized_Card_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Coinbase Card is currently only available in blue, but stay tuned as we’re constantly
adding new enhancements.
For more on Coinbase Card, check out our help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: A customer wants to know if they can have more than one Coinbase Card
Macro Name: CB UK Card More than one account
Zendesk tag: CB_Card_More_than_One_Account_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
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You can only have one Coinbase Card because it's tied directly to your Coinbase
Account. However, if your card is lost or stolen, please mark it as lost or stolen so we
can send you a new one at no cost.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: Can I spend my Coinbase Card using funds that are in a Coinbase Vault?
Macro Name: CB UK Card - Spending funds at the Vault Store
Zendesk tag: CB_Card_Vault_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card. You can use your
Coinbase Card to spend cryptocurrency in any of the wallets associated with your
account. At this time you cannot spend funds that are stored in a Vault.
If you’d like to spend funds that are stored in a Vault, please first move them to your
wallet.
Regards,
Coinbase Support
Macro name: CB Card UK - How to directly fund Coinbase Card
Scenario: How to fund a Coinbase card account directly?
Zendesk tag: CB_Card_Fund_Bank_Account_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
A bank account is a great way to deposit funds or to purchase assets so that you can
trade on Coinbase immediately, especially if you want to buy and sell with higher
transaction limits.
You can link your bank account as a payment method to deposit funds to your
Coinbase fiat wallet or to purchase cryptocurrency. These funds are immediately
available for buying and
selling on Coinbase. However, for security reasons, you will be unable to immediately
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withdraw these funds, spend them using Coinbase Card, or send from Coinbase.
You can see when deposited funds will be available for withdrawal prior to
authorizing a purchase or deposit, as well as on the confirmation email for the
transaction. To view your current withdrawal availability time frame, sign in to your
account. When attempting a send to an external wallet from Coinbase, you will be
presented with an option to see when funds will be available for this transaction.
For more on payment methods and withdrawal availability, please follow our help
article:
Please note, if you have a current hold on your account, you won't be able to send
funds off of Coinbase until your funds clear. Coinbase Support can't manually
remove the hold.
To learn how to deposit funds or purchase assets, please visit:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq
https://help.coinbase.com/en/coinbase/trading-and-funding/buying-selling-orconverting-crypto/how-do-i-buy-digital-currency
For additional information regarding your available balance, please visit:
https://help.coinbase.com/en/coinbase/trading-and-funding/sending-or-receivingcryptocurrency/available-balance-faq
Regards,
Coinbase Support
Macro name: CB UK Card Spending Limits
Scenario: A user writes in asking about the spending Limits
Zendesk tag: CB_Card_Transaction_Limts _Spend_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card. You can find your
spending limits on your Coinbase app.
● Select Coinbase Card in the Coinbase from the main menu
● Select Support
● Select View spending and ATM limits
Please note that these limits can’t be modified at this time.
Regards,
Coinbase Support
Macro name: CB UK Card Monthly Statement
Scenario: A user writes in asking how to download their statements
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Zendesk tag: CB_Card_monthly_statement_UK
Hello,
Thank you for contacting Coinbase Support.
To generate a transaction history report, go to the following page:
https://www.coinbase.com/reports
1. Click the "Generate report" button
2. Filter the report if applicable
3. Select the file type that best suits your needs
4. Click "Generate report" to download
Please let us know if you have any questions.
Kind regards,
Coinbase Support
Macro Name: CB UK Card Gas Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account
Zendesk tag: CB_Card_Hold_EUK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Merchants like gas stations may place a temporary hold on your account when you
spend your Coinbase Card. Gas Station holds are generally released within 24-72 at
which point funds will be automatically returned to your account.
Please reach out directly to the merchant if you have any questions before the 3
business days have passed.
Kind regards,
Coinbase Support
Macro Name: CB UK General Merchant Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account from a general
merchant
Zendesk tag: CB_Card_Hold_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
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General merchants may place a temporary hold on your account when you spend
on your Coinbase Card. General merchant holds are generally released up to but no
more than 8 days at which point funds will be automatically returned to your
account.
Please reach out directly to the merchant if you have any questions before the 8
days have passed.
Kind regards,
Coinbase Support
Macro Name: CB UK Hotel Pending Transaction
Scenario: A customer experienced a temporary hold on their account
Zendesk tag: CB_Card_Hold_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Merchants like hotels may place a temporary hold on your account when you spend
on your Coinbase Card. Hospitality holds up to but no longer than 30 days, at which
point funds will be automatically returned to your account.
Please reach out directly to the merchant if you have any questions before the 30
days have passed.
Kind regards,
Coinbase Support
Macro Name: CB UK Dining Establishment Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account from a
restaurant
Zendesk tag: CB_Card_Hold_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Dining establishments may place a temporary hold on your account when you
spend on your Coinbase Card. Funds being held are most likely 15-20% higher than
the total cost of the bill because the restaurant has added in a food server gratuity.
Dining establishments holds are generally are settled within 3 days and if a gratuity
was not added when the bill was paid, the additional 15-20% will fall off the total.
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Please reach out directly to the merchant if you have any questions before the 3
days have passed.
Kind regards,
Coinbase Support
Macro Name: CB UK Transportation vendors Temporary Hold /Pending Transaction
Scenario: A customer experienced a temporary hold on their account from a
transportation vendor
Zendesk tag: CB_Card_Hold_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
Transportation vendor may place a temporary hold on your account when you
spend on your Coinbase Card. Funds being held are most likely 15-20% higher than
the total cost of the bill because the transportation vendor has added in a driver
gratuity. Most transportation vendor holds are generally settled within 3 days and if a
gratuity was not added when the bill was paid, the additional 15-20% will fall off the
total.
Please reach out directly to the merchant if you have any questions before the 3
days have passed.
Kind regards,
Coinbase Support
Scenario: How to update address
Macro Name: CB UK Card Update Address
Zendesk tag: CB_Card_Update_Address_UK
Hello,
Thanks for contacting Coinbase Support about Coinbase Card.
If you recently changed your place of residence or your account is set to an incorrect
country or state, you can update this information from your Settings page at
https://www.coinbase.com/settings.
Please note that changing your country may affect the payment methods that are
available to your account.
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You'll need an ID with your new address on it.
3. Upload a government-issued ID that shows your new address on the ID
verification page.
4. Update your personal information and address on the "Profile" page
For more details on updating your address, please see our help center article:
https://help.coinbase.com/en/coinbase/managing-my-account/accountinformation/how-do-i-change-my-country-or-state?ref=es
Regards,
Coinbase Support
Scenario: Can I use my CB Card internationally?
Macro Name: CB UK Card - Can I use it internationally?
Zendesk tag: CB_Card_International_Usage_UK
Hello,
Thanks for contacting Coinbase Support about your Coinbase Card.
The Coinbase Card is a VISA card and can be used everywhere VISA is accepted. It
works offline, online, and internationally. You can use the card for everyday
purchases at your favourite merchants and at ATMs for cash withdrawals.
For more information, see our Coinbase Card help article:
https://help.coinbase.com/en/coinbase/trading-and-funding/other/coinbase-cardfaq?ref=es
Regards,
Coinbase Support
Scenario: I can’t login to my CB card account on the website or the app.
Macro Name: CB UK Card Trouble logging in
Zendesk tag: CB_Unable_To_Login_UK
Hello,
Thanks for contacting Coinbase Support about your Coinbase Card.
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If you're having trouble completing 2-step verification to sign in to your account,
make sure your mobile device software and Coinbase app are up to date.
Lost email access?
If you've lost access to the email address associated with your Coinbase account,
locked yourself out of your account, or lost access to your account, please see this
help article: https://help.coinbase.com/en/coinbase/managing-my-account/accountrecovery/account-recovery-faq?ref=es
If you're using SMS verification:
You'll need the mobile device and phone number associated with your Coinbase
account in hand in order to successfully complete 2-step verification.
For more troubleshooting tips, please view our help article:
https://help.coinbase.com/en/coinbase/managing-my-account/account-recovery/ihave-lost-or-need-to-update-my-phone-or-2-factor-authentication-device?ref=es
Regards,
Coinbase Support
Scenario: A customer’s transaction is still showing as Pending and they want to
know when it will post to their Coinbase Card Account.
Macro name: CB UK Card When will pending transaction complete
Zendesk tag:
CB_Card_Pending_Transaction_Still_Showing_Not_Cleared_Not_Settled_UK
Hello,
Thanks for contacting Coinbase Support about your Coinbase Card.
Your transaction may show as "pending" because some merchants can take up to 10
business days to submit transactions for payment.
Your pending transaction should post to your Coinbase Card account within 10 days
from the date of the transaction.
If you have any further questions, please feel free to reply to this email.
Regards,
Coinbase Support
Macro: CB UK Card - ApplePay & GooglePay
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Scenario: A user reaches out asking how Google or ApplePay can be enabled
Zendesk label: CB_Card_Mobile_Payments_UK
Hello,
Thanks for contacting Coinbase Support.
You can add your Coinbase Card to ApplePay or GooglePay are not currently
supported through Coinbase Card. We’re hoping to add this to your card features
soon.
Regards,
Coinbase Support
Macro: CB UK Card - Venmo, PayPal or CashApp limitations
Scenario: A user asks if they can use their Coinbase Card to fund their Venmo,
Cashapp, AppleCash, Paypal or equivalent account.
Zendesk label: CB_Card_P2P_Funding_UK
Hello,
Thanks for contacting Coinbase Support.
For security reasons, you’re unable to use your Coinbase Card to fund your Venmo,
PayPal, CashApp, AppleCash or similar services. However, you can still use your Card
at millions of merchants worldwide and anywhere that VISA is accepted.
Kind regards,
Coinbase Support
Macro: CB UK Card - account compromise
Scenario: A Coinbase Card customer writes in saying that their account has been
compromised.
Zendesk label: cb_account_compromised_UK
Hello,
Thanks for contacting Coinbase Support.
If your account was compromised, you can temporarily disable it to prevent any
further activity by calling our phone support number and reporting any
unauthorized activity to our specialist team by submitting a ticket through our
support form:
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For more details, please follow our help article:
https://help.coinbase.com/en/coinbase/privacy-and-security/accountcompromised/my-account-was-compromised
Please note that this support team is unable to assist with account compromise
issues.
Regards,
Coinbase Support
Macro: CB UK Card - Feedback
Scenario: A customer reaches out with a feature request on how to improve
Coinbase Card
Zendesk label: cb_customer_feedback_UK
Hello,
Thanks for the feedback.
This is a really interesting request, but unfortunately it's not something we currently
offer. Most new features and improvements to Coinbase come directly from
feedback like yours, so it's very valuable to us.
I've recorded your request so that it can be reviewed by our team when planning
which features to build next.
While we can't offer any specific timeline for the addition of new features, we’re
constantly working to build products our customers will love.
Regards,
Coinbase Support
Macro: CB UK Card - Multiple Users
Scenario: A customer asks if they can have a secondary user on their account
Zendesk label: CB_Card_Multiplle_Users_UK
Hello,
Thanks for contacting Coinbase Support.
You’re unable to have multiple users on your Coinbase Card since it is connected
directly to your personal Coinbase account.
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Regards,
Coinbase Support
Macro: CB UK Card - Card sent to incorrect address
Scenario: A customer reaches out saying that their card was sent to an incorrect
address or they want it sent to a different address.
Zendesk label: CB_incorrect_shipping_address_UK
Hello,
Thanks for contacting Coinbase Support.
If your Coinbase Card was sent to an incorrect address or you need it sent to a
different one, please follow the instructions below to have a new card sent to you at
no cost:
●
●
●
●
●
●
Log in to your Coinbase App
Select Coinbase Card from the main menu
Select manage card in the top right
Select Support
Report your card lost or stolen
Follow the prompts
While you wait for your new card, you can begin using your card immediately for
online purchases by accessing the card info from your account.
Regards,
Coinbase Support
Macro: CB UK Card - Request for routing or account number
Scenario: A customer reaches out asking for an account or routing number
Zendesk label: CB_Card_routing_number_UK
Hello,
Thanks for contacting Coinbase Support.
A routing or account number is a really interesting request, but unfortunately it's not
something we currently offer. Most new features and improvements to Coinbase
come directly from feedback like yours, so it's very valuable to us.
I've recorded your request so that it can be reviewed by our team when planning
which features to build next.
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While we can't offer any specific timeline for the addition of new features, we’re
constantly working to build products our customers will love.
In the meantime, you can continue to use your Coinbase Card for purchases online
or anywhere that VISA is accepted.
Regards,
Coinbase Support
Macro: CB UK Card - Update Billing Address
Scenario: A customer would like to update their billing address
Zendesk label: CB_Card_billing_address_UK
Hello,
Thanks for contacting Coinbase Support.
If you need to update your billing address, you can do so by following the
instructions below:
●
●
●
●
●
●
Log in to your Coinbase App
Select Coinbase Card from the main menu
Select manage card in the top right
Select Support
Select ‘My billing address has changed’
Follow the prompts
The billing address associated with your Coinbase Card will then be updated.
Regards,
Coinbase Support
Macro: CB UK Card - Spending Balance from other products
Scenario: A customer wants to know if they can spend their Coinbase Pro, Wallet,
Commerce or Prime balance with their Card
Zendesk label: CB_Card_other_products_UK
Hello,
Thanks for contacting Coinbase Support.
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Coinbase Card allows you to spend crypto or cash anywhere VISA cards are
accepted. You can use your card to spend any of the cryptocurrencies that are stored
on your Coinbase account.
At this time you can’t use Coinbase Card to spend funds stored on Wallet, Prime,
Commerce or other Coinbase products.
Kind regards,
Coinbase Support
Scenario: A user reaches out asking to talk to a phone representative
Macro Name: CB UK Card No Outbound Phone Calls
Zendesk tags: CB_card_general_no_outbound_calls_UK
Hello,
Thank you for contacting Coinbase Support.
For the security of your account, Coinbase Support does not make outbound calls to
customers.
If you would like to speak to a live agent regarding your Coinbase Card, please call
our support team at 1 (888) 908-7930.
For all other inquiries, please visit
https://help.coinbase.com/en/coinbase/getting-started/other/how-can-i-contactcoinbase-support.html?ref=es
If you are contacted by someone that claims to be Coinbase Support, please report
them by contacting us at https://help.coinbase.com/en/contact-us.html?ref=es
Regards,
Coinbase Support
Scenario: A user reaches out saying they just added funds, but the card is declining.
Decline reason showing as JIT response Insufficient funds.
Macro name: CB UK Card - Insufficient funds decline due to WBL
Zendesk Tag: CB_Card_Decline_UK
Hello ,
Thanks for contacting Coinbase Support.
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After reviewing your account, it looks like your transaction was declined due to
insufficient funds. As a reminder: When you make a payment with your Coinbase
Card, you must first fund your local wallet or the asset wallet you are making a
purchase with.
Usually once you’ve added cash from a linked bank account, those funds are
immediately available for buying and selling on Coinbase. However, due to security
reasons, you will not be able to immediately cash out or send these funds, or use
them to make a payment with your Coinbase Card.
You can see when your deposited funds will be available for cashout on the
transaction confirmation screen before you complete a purchase or deposit, as well
as in the transaction confirmation email.
To view your current cashout time frame, sign in to your account.
Regards,
Coinbase Support
Macro name: CB UK Card Cannot Access Account
Scenario: User cannot access their account phone number and cannot login to their
coinbase account
Zendesk tag: CB_card_locked_out_of_account_UK
Hello,
Thank you for reaching out!
We’re happy to share that you can update this information at any time without
needing to contact or wait on our support team by using one of the following links.
●
●
●
●
Use this link to update your personal details, like your name, address, or email:
https://accounts.coinbase.com/profile
Use this link to update your phone number:
https://www.coinbase.com/settings/security_settings
Use this link to upload a new photo ID to update identity details, such as your
legal name, gender, or nationality:
https://www.coinbase.com/verifications/documents/new
Use this link to update your financial information, like your bank account or
credit cards: https://www.coinbase.com/settings/linked-accounts
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Sincerely,
Coinbase Support
132 | Marqeta Confidential