Complaints

This profile includes complaints for Uphold HQ Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Uphold HQ Inc.

  Larkspur, CA 94939-1709

• 

  Uphold, Inc.

  228 Park Avenue S PMB # 50458 New York, NY 10003

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The uphold restricted my account and said it was under review. They never responded to me and dont allow me to use the account or transfer the money out to my account.

  Business Response

  Date: 07/10/2025

  Hello Yilun,

  Thank you for contacting Uphold through the Better Business Bureau. We appreciate your patience while we investigated your concern.
  

  We sincerely apologize for the delay you experienced during the recent transaction review and temporary closure of your account. We understand how frustrating this situation must have been, and we regret any inconvenience it may have caused. While account reviews are essential to maintaining the security of our platform, we recognize that limited communication can result in a poor customer experiencesomething we strive to avoid.

  Upon review, we can confirm that our team reached out to you on July 3, 2025, via ticket #*******, to inform you that the review had been completed and your account was being reopened.
  

  Thank you again for your patience and understanding as we worked to resolve this matter. We truly value your business.
  If you have any further questions or need additional assistance, please dont hesitate to reach out.
  

  Warm regards,
  The Uphold Team

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,Subject: Formal Complaint Against Uphold Inc. for Withholding Purchased Cryptocurrency and Account Termination Without Justification I am writing to formally report an unresolved and financially damaging issue with Uphold Inc., a cryptocurrency exchange and money transmitter. Between September 3rd, 2024, and November 25th, 2024, I conducted sixteen (16) separate transactions on the Uphold platform with the intent to purchase various cryptocurrencies. The total amount paid across these transactions was $3,007.97.Despite all payments being processed and confirmed from my end, Uphold failed to release or deliver the corresponding cryptocurrency assets into my account. I have not received any of the assets I paid for.Upon realizing this issue, I made multiple attempts to contact Uphold's customer support through every available channel:I submitted support tickets within the Uphold app,Sent direct emails to their support team,Reached out via their official ********* and ******** pages.Unfortunately, Uphold never acknowledged or responded to any of my inquiries. After two weeks of being completely ignored, my Uphold account was suddenly and unilaterally terminated without notice, justification, or the opportunity to access my account records or ********* of today, I have:No access to my Uphold account,No refund of the $3,007.97 paid,No delivery of any cryptocurrency assets,No official response or explanation from Uphold.This situation is deeply concerning and has caused significant financial and emotional distress. I believe Upholds actions may constitute misappropriation of funds, breach of consumer rights, and potentially fraudulent activity. I am requesting immediate investigation into this matter and intervention to recover my funds or assets.*******, ****** *****

  Business Response

  Date: 07/07/2025

  Hi ******,
  
  Thank you for reaching out to Uphold through the Better Business Bureau.
  
  Upon reviewing the tickets associated with your complaint, we see that a security restriction was placed on November 28th, 2024, following your report of a compromised account. Our team immediately limited the capabilities on your account to safeguard it from unauthorized activity.
  
  We responded to your requests in your tickets #******* and #*******, but since we didn't receive a response, the restriction remained in effect. We understand this may have been an inconvenience, and we're here to help clarify the next steps.
  
  To regain access to your account, please reach out via **************************************************************** using the email address associated with your Uphold account. Our team stands ready to resume the investigation and work with you to reinstate your account.
  
  Warm regards,
  
  The Uphold Team
  

• Initial Complaint

  Date:06/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got an email concerning a account that was created in my name and not by me I tried contacting the company but there's not real way of contacting them unless you have an account I reporting this incase there's some blow back concerning the creation of this not by me account.

  Business Response

  Date: 07/02/2025

  Hi *****,
  
  Thank you for reaching out to Uphold through the Better Business Bureau, and for your patience while we investigated your concern.
  
  Were sorry to hear you received an email about an Uphold account creation attempt using your information. We understand how concerning this must be, and we also regret the difficulties you experienced when trying to contact our support team.
  
  To clarify, no account has been created in your name. Our systems recently detected an attempt to create an account using your email address, which triggered the automated email you received. This attempt was blocked, and no account was established.
  
  This incident was likely part of an enumeration attacka tactic where attackers use leaked email addresses, often exposed in third-party data breaches unrelated to Uphold, to try creating or validating accounts on various platforms.
  
  What You Can Do
  To strengthen your online security, we recommend the following:
  * Change your passwords for accounts associated with this email address, especially if passwords are reused across platforms.
  * Use a password manager to create and store strong, unique passwords.
  * Enable Two-Factor Authentication (2FA) on your accounts for added protection.
  * Visit our Fraud & Security Hub to stay informed about scams and security best practices.
  
  Contacting Our Support Team
  We're sorry you had trouble connecting with us. You can reach our Support Team without creating an account by following these steps:
  1. Scroll to the bottom of our homepage and select ************** under the Help section.
  2. Click Contact Us in the upper-right corner.
  3. Choose your issue from the dropdown menu.
  4. Complete the form and click Submit.
  
  We appreciate you bringing this matter to our attention and sincerely apologize for any inconvenience. If theres anything else we can assist with, please dont hesitate to let us know.
  
  Best regards,?
  The Uphold Team

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to Upholds failure to resolve ticket #*******, opened last week, regarding my locked account. My account, now under ***************** and my name, **** ******, was originally registered under my wifes name (**** ******) and a different email. In August 2024, I updated it to my email, but Upholds system has mixed up my identity, causing a lockout. When attempting to log in, I receive a We cannot offer you an account error, and my 2FA is inaccessible. Im investigating potential FLR credits from 2019, with a critical deadline of June 20, 2025.Ive made multiple attempts to contact Uphold:- Replied to ticket #******* multiple times, CCing ************************************** with no response.- Submitted Upholds complaint form three times (******************************************), receiving no confirmation or reply.- Posted publicly on X (@AwesomeRev777) and DMd @UpholdInc, receiving only automated replies or no response.- Attempted 2FA reset via Upholds login page, but the error persists.Upholds lack of response is unacceptable, risking financial loss due to unclaimed FLR credits. I request immediate action to: contact me at ************ to resolve the following:1. Unlock my account (*****************).2. Correct my account name to **** ******.3. Reset my 2FA to restore access.4. Verify any FLR credits from 2019.Ive attached screenshots of the login error and ticket emails (if available). If unresolved, I will escalate to the **** and my state Attorney General.**** ******

  Business Response

  Date: 06/27/2025

  Hi *******,
  Thank you for reaching out to Uphold through the Better Business Bureau. I sincerely apologize for the delayed response and appreciate your patience as we investigated your concern.
  Upon review, Ive confirmed that your account has been successfully reinstated since the initiation of this complaint in ticket #*******. We thank you for your time and cooperation in providing the information needed to solve this matter. We apologize for any inconvenience this could have caused. 
  Please feel free to reach out if you need further assistance. Were here to help.
  Warm regards,
  The Uphold Team

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up an account with ********************** to purchase crypto. My first transaction was June 6th and I transferred it on June 9th to my external wallet. No issues. On June 10th, I transferred funds from my checking account, purchased ETH crypto and attempted to transfer to my external wallet. I received a message stating the transaction was under review and not to worry as it was normal and it would be lifted soon. I then received a message stating that Uphold thought I was being scammed and my funds would be returned to my checking account. I sold the *** and waited for my funds to be returned. I have contacted customer support several times via their support line and I still have not received my funds. I called an Uphold phone number on the 13th and spoke with a representative, *******, who stated he could get the restriction lifted that Friday, and he advised me to buy ETH crypto. I did and the the restriction wasn't lifted. He said it would be Monday, the 16th. It wasn't. I still have the restriction on my account on the 17th. I have messaged Uphold's C/S several times, talked with ******* several times(he keeps telling me he working to get the restriction resolved) and I've called Uphold's complaint line. It's been 1 week and even though I have assured Uphold's representatives I am not being scammed, and I am trying to place an important trade by tomorrow, the 18th, I am encountering silence from Uphold, except for ******* who doesn't seem to be getting any assistance from Uphold's compliance department. Uphold has my funds and won't allow me to transfer crypto even though their representative said he would make it possible and they won't return my funds, although at this point, I really need to transfer the crypto.

  Business Response

  Date: 06/27/2025

  Hi *******,
  
  Thank you for reaching out to Uphold through the Better Business Bureau. I sincerely apologize for the delayed response and appreciate your patience as we investigated your concern.
  
  We understand you may have been contacted by someone impersonating Uphold and given false information. Please know that Uphold will never call to ask you to purchase or move assets. Our only legitimate communication with you from an analyst was on June 10th; any subsequent or prior calls were not authorized by us. Please refer to our Security Hub for more information: *******************************************************************************************************************;
  
  I understand your concerns regarding the release of your assets. Upon carefully reviewing the ticket associated with your complaint, I confirmed that our team has advised to reach out to your bank for next steps.
  
  I sincerely apologize for any frustration youve experienced. After a thorough review, Uphold has made the decision to close your account. Please know that such decisions are not made lightly and are only made after careful consideration.
  
  While we regret any inconvenience this may have caused, we wish you all the best moving forward. If you have any additional questions or concerns, please dont hesitate to reach out.
  
  Warm regards,
  
  The Uphold Team
  
  

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23480470
  
  I am rejecting this response because:

  Uphold sent me a message stating again they were not returning my funds until August 10th due to ACH transaction fraud which my bank has informed me there is no fraud connected with my account. I also listed a 2nd checking account that ********************** could transfer the funds back to me or Up

  hold could use a wire transfer. Uphold has shown bad customer service and bad faith in dealing with me.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 07/07/2025

  Hi *******,
  
  Thank you for your patience while we looked into your inquiry regarding ticket #*******.
  
  After a thorough review, I can confirm that the funds deposited via wire transfer were successfully returned to your bank account on July 2, 2025.
  
  Regarding the remaining balance in your account, these funds were initially deposited through the *** network. As part of our security protocolsaligned with industry standards and designed to prevent fraudulent activity across the financial systema 65-day security hold applies to all *** deposits. This precaution helps protect both our users and the broader payments ecosystem.
  
  Accordingly, we will be able to return the ***-deposited funds to the original bank account on August 10, 2025, once the hold period has passed.
  
  We truly regret any inconvenience this delay may cause and appreciate your understanding as we work to maintain a secure platform for all users. Should you have any further questions or require assistance in the meantime, please dont hesitate to reach out.
  
  Best regards,
  
  The Uphold Team

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23480470
  
  I am rejecting this response because: my bank assured me there is no ACH transaction fraud connected with my accounts; furthermore, the funds that were transferred on July 1st landed in my account ******. It took Uphold almost 1 month to return these funds and I'm still having to wait another month for the balance of my funds. This is bad customer service.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a business crypto account with ********************** exchange.. Under:******** Every year they send a form asking you if anything has changed on your account please update on form. Nothing has changed. This was the only thing they asked for. Then another email asking for my business credit card statement. I sent this. Then another email asking for proof of source of funds so I contacted my credit union and they provided this to me. I sent this over then another email came asking for 3 months of bank statements. I sent that to them. I had enough with them. In this whole time they froze my crypto coin and I can not withdraw. I asked them to provide me federal agency they have to be complied with and I received nothing. I asked for a email to the president and they did nothing. I asked them to provide me there legal department address and they did nothing. I want my crypto coin sent to my cold wallet and then I want my account closed this is screenshot of my account they froze

  Business Response

  Date: 06/20/2025

  Hi *******,
  
  Thank you for reaching out to us through the Better Business Bureau.
  
  I've carefully reviewed the ticket associated with your complaint #*******. Our records indicate that on May 13th, our Compliance team requested three essential documents from you to meet our regulatory requirements. Despite our subsequent efforts to gather all the necessary information, the provided documentation remained incomplete. This, unfortunately, resulted in delays and a temporary restriction on your account.
  
  Please note that Uphold must continuously collect updated information from all customers to ensure our records are up-to-date and to remain compliant with regulatory requirements. This continuous collection helps us meet our legal obligations and maintain the security and accuracy of your account.
  
  We sincerely apologize for any frustration this situation has caused. You should now have an email from our team outlining the path forward. Please take a moment to review it and reply when you are ready. We are committed to helping you find a resolution.
  
  Warm regards,
  
  The Uphold Team
  
  

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Account Closure and Lack of Communication from Uphold Exchange I am writing to formally report my experience with Uphold Exchange, which has been extremely frustrating and concerning. Recently, Uphold Exchange arbitrarily decided to close my account without providing any detailed explanation or justification for this action.Since receiving the notification of my account closure, I have reached out multiple times via email to request clarification on the reasons behind this decision. Unfortunately, I have not received any responses to my inquiries, leaving me in the dark about the situation.Uphold Exchange has indicated that they will return the funds in my account after a waiting period that extends until sometime in July. However, this delay raises significant concerns for me, as it appears that I may lose the appreciation on the Bitcoin held in my account during this time.I want to emphasize that I have done nothing wrong, and this account closure seems to be completely without merit or basis. I am seeking assistance in resolving this matter and would appreciate any guidance on how to proceed.Thank you for your attention to this issue.Sincerely,**** *****

  Business Response

  Date: 06/20/2025

  Hi ****,
  
  Thank you for reaching out to us through the Better Business Bureau.
  
  I understand your concern regarding the release of your assets. Following a review of your complaint, our records show that our team investigated the matter with you over a video call. Based on that investigation, the next step is to contact your financial institution directly, as they will be able to help you retrieve your funds.
  
  Please know that discontinuing a customer relationship is a decision we don't make lightly, and is taken after thorough review. We regret that we've reached this outcome and wish you the best in your future undertakings.
  
  All the best,
  
  The Uphold Team
  
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23453554
  
  I am rejecting this response because:

  it is accurate that they requested a video call and I complied. During that call there was no indication that there was a problem- the interviewer indicated the matter should be concluded soon. Since then I have received notice they were discontinuing my account but absolutely no explanation of why. The only thing they have said is that for security reasons we cant tell you why. Whatever they suspect is a mystery to me. I have an 50+ year unimpeachable business reputation and a sterling credit rating. There is absolutely no justification for this action or if they think there is they refuse to disclose it. What kind of business relationship is that? Guilty of undisclosed offenses but we wont tell you what it is? I have no issue with whatever is motivating them to discontinue my account. Their resolution of me recalling funds to my bank account poses two problems. If I do that, I lose all the appreciation I have achieved since the investment was made- I simply get back my original funds. Second, one of the funding accounts happened too long ago to recall. The other thing they have told me- after waiting weeks for even an opaque response is- when we get to July 15 we will automatically send your funds back to their source. They have at least indicated they will send back the value of my account and not just the original amount. That is the best hope I have at the moment is that they will actually do that. At this point it is difficult to trust them. They say they cant send funds earlier than July 15 because of fraud concerns and must wait until 60 days past the most recent ACH deposit. This is even though funds were sent 90 and 120 days prior. None of this makes any sense. At any rate, the promise of returning my entire appreciated balance in July is the best chance I have of this ending without financial damage. I believe my complaint is valid and the business behavior has been worthy of being scrutinized.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/30/2025

  Hello **** ,
   
  Were happy to let you know that weve reversed our previous decision and your account has been reinstated. 
   
  As a registered cryptoasset business, we rely on automated systems to help monitor and protect our operations. While these systems are essential, theyre not flawless. In this instance, weve reassessed the situation and corrected our initial decision.
   
  We understand you were attempting to work with a 3rd party organization to learn and invest, and due to recent scams, most often when we see this behavior at Uphold it is because someone is being scammed. There are many many scammers that are preying on people's hard earned money. These scammers will present themselves in many ways including:
  - Investment opportunities
  - Posing as a legitimate business
  - Claiming to be a family member
  - Initiating a long-distance romance via text message or other messaging app 
  

  Uphold has a strong sense of duty to protect our users from these scammers and try to save as many people from falling victim as we can. When you have a free moment, I highly encourage you to review our Fraud and Security Hub. This page provides an excellent source of information on how to protect yourself from falling to scams.
   
  We sincerely apologize for any concern or inconvenience this situation may have caused. Our security is always our top priority, and we're committed to maintaining a safe and trustworthy environment for all our customers. 
    
   If you have any further questions or need assistance, feel free to reach out at any time.
   
  Sincerely,
  
  The Uphold Team

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 10, 2025, Uphold announced the listing of a cryptocurrency called LayerAI (ticker: LAI), advertised directly in their app. By March 13, it was available for trading.On May 6 and 7, I purchased $262 worth of LAI on Uphold. I trusted the token was properly vetted and tradeable, as no warnings were provided regarding liquidity risks or possible trading halts.The day after my purchase, Uphold abruptly temporarily halted all trading of LAI, citing market conditions and insufficient liquidity. This halt occurred without prior notice, leaving me unable to sell, convert, or recover my fundswhile the tokens value steadily declined due to external ***************** later claimed the asset lacked liquidity. However, Uphold chose to list it anyway and failed to disclose any such risk. This directly contradicts Upholds stated platform risk disclosures, which commit to:Notifying users of trading disruptions in advance Making commercially reasonable efforts to execute trades Avoiding asset listings that disadvantage users Uphold failed on all counts. Their actions exposed users to unnecessary losses and prevented informed decision-making.Other platforms did not report liquidity issues with ***. If there was truly no liquidity, where did our money go? How were others able to sell while Uphold locked users out?This loss was not due to normal volatilityit resulted from Upholds lack of transparency, poor asset inspection before listing, and poor money management. Where did the money go?If the asset wasnt reliably tradeable, it should not have been listed, or at the very least, flagged with proper warnings.Resolution Sought:A full refund of my $262 investment or equivalent credit/crypto. Uphold must also ensure it does not list assets with known liquidity issues and must provide clear warnings if listed assets have liquidity issues going forward. Uphold users deserve better risk disclosure and platform accountability.

  Business Response

  Date: 06/16/2025

  Hi ******,
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while investigating your concerns.
  
  We understand that the suspension of an asset can be a frustrating experience. Please be assured that we are actively investigating and closely monitoring this matter. Updates will be published on our website (*********************************) as soon as additional information becomes available to our team
  
  Please don't hesitate to reach out if you have additional questions. Were here to help.
  
  Warm regards, 
  
  The Uphold Team
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They put my account on review and they are holding my funds and are refusing to let me withdraw. I have not received a single reason for this review. The email they sent said they will help me to withdraw my funds while my account is under review, however, my request to withdraw are going ignored.

  Business Response

  Date: 06/16/2025

  Hi Rasjidah,
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while investigating your concerns.
  
  I sincerely apologize for the frustration and inconvenience caused by the restriction on your account. After reviewing your ticket #*******, I see that your refund was completed on 6/11/2025.
  
  Please know that discontinuing a customer relationship is a decision we don't make lightly, and is taken after thorough review. We regret that we've reached this outcome and wish you the best in your future undertakings.
  
  Warm regards,
  
  The Uphold Team
  
  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23435850
  
  I am rejecting this response because:
      
  

  I have not received my funds. Uphold sent it to a closed account. 

  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:06/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an Uphold account approximately 2-3 years ago. I transferred some crypto from another provider and I believe I purchased some crypto through this account. When I originally signed up for my account, I did not provide a selfie photo, nor do I recall any instruction stating a selfie would be needed to access my account. Since I rarely access this account (last was 11/24), I tend to forget my password and have to reset it through my email or cell phone text. Last week, I tried to access my account, but when I entered my password, it did not open my account, so I figured I forgot my password again and asked for a reset. Uphold sent repetitive verification codes to both my email and my cell phone, which I entered on the Uphold site. While going through several verification steps, it asked me to submit a selfie photo of myself. I have never had to enter a selfie in the past to access my account! Im not interested in submitting a selfie to any online platform because of security reason and would have never opened an account, if I knew this was a requirement. Ive contacted Uphold on several occasions trying to access my account (ref #********. I asked, if I submit a selfie, what are you going to compare it with? I have not submitted a selfie in the past! They have also told me if I dont submit a selfie, I WILL NOT HAVE ACCESS TO THE ***** IN MY ACCOUNT! This sounds extremely fraudulent! Does Uphold just steal my assets??? I have accessed this account several times without having to submit a selfie. I have never received any correspondence from Uphold stating that they were changing their verification policy to include selfies. SINCE UPHOLD DID NOT ASK OR GET A SELFIE PHOTO WHEN I FIRST SIGNED UP, THEY HAVE NOTHING TO COMPARE TO, IF I DID SUBMIT A SELFIE NOW! They are basically locking me out of my account forever!

  Business Response

  Date: 06/11/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while investigating your concerns.
  
  I understand you've expressed concern about our verification process, and we want to clarify why it's in place. Your account was initially verified when you joined us in 2022. However, for actions such as updating security features or withdrawing assets, we may require an identity verification. This process involves a selfie, which is compared to your original signup information to ensure only the account owner is making these changes. 
  
  The security of our platform and the protection of our customers against fraud are paramount. Our identity verification process is a key tool in achieving this.
  
  For more information on identity verification data, please visit our Privacy & Data Policy at *************************************************************.
  
  Please don't hesitate to reach out if you have additional questions. 
  
  Warm regards, 
  The Uphold Team