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:05/28/2025

  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.

  My account with ********************** was restricted with $5000 of cryptocurrency in the account. I have been requesting information constantly, and have been ignored. I simply want to know why my account is restricted, what I can do to solve it, and when I can estimate having access to my cryptocurrency again. Uphold's own website says that account restrictions will receive follow-ups with next steps in at most a few days. All I want is to speak with a real person to help me out and not be ignored.

  Business Response

  Date: 06/06/2025

  Hi ***********,
  
  Thank you for reaching out to us through the Better Business Bureau. 
  
  I apologize for the frustrating experience you have encountered. Upon review, *** confirmed that your account has been successfully reinstated since the initiation of this complaint. Please know that were continuously working on updating and optimizing our automated systems that monitor and control our operations. 

  We appreciate your patience and understanding as we worked to have your account fully operational. 

  
  Warm regards,
  
  The Uphold Team
  

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  I'm trying to link my Mastercard debit card ending in 2641 that failed to link. However, the card will not link and the error message says "Sorry, your card couldn't be linked. Try again later or use a different card," without explaining why it could not be linked. I tried submitting a support ticket, but no one is responding. I wanted to know if it failed to link because I have a $0 balance on my bank account? Also, is it eligible for the Mastercard SecureCode Protection Program? Please, this is urgent. My bank account will close by June 3 if I don't add any funds to the account so I need a response as soon as possible.

  Business Response

  Date: 06/06/2025

  Hi Kaylani,
  
  Thank you for reaching out to us through the Better Business Bureau. 
  
  We're sorry you're having trouble linking your card. Upon reviewing the tickets associated with your complaint (******* and *******), I see that it was previously confirmed by our Support team that the decline of your card was directly attributable to your bank. More information regarding the specific reason and suggestions on how to resolve it was sent to your email the same day you reached out to us. 
  
  For more details, please feel free to review the emails from our team and reply with any additional questions. We're happy to help!
  
  Best, 
  
  The Uphold Team
  
  

  Customer Answer

  Date: 06/06/2025

  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,
  
  Kaylani ******

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service 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.

  My crypto wallet with them was 'selected' for a routine review, at which time my account became restricted with no more explanation on Friday May 23rd. I have contacted them no less than 15 times requesting assistance. First, to withdraw my funds since their help center says that while an account is under review you can get help from a customer service *** to follow through with a withdrawal. Second, to ask why the account needed to be restricted for a routine review, when the review would be completed and when I would be able to withdraw my funds unencumbered. At this point in time I've received exactly two responses both were form emails, none of which answered any of my questions or addressed my request for assistance with my withdrawal. During this time, at this exact moment I've lost approximately $40 in value because the cryptocurrency that my funds were in dropped, a common occurrence on the weekends for this particular item which is why I wanted to be able to withdraw it before the weekend. I'm alarmed because I'm unable to manage my own finances and even more so by the lack of communication from the company. I want my money from them plain and simple. I would additionally like answers to my questions such as what causes such a review to be triggered and in the very unlikely event that I use their services in the future, how can I actually get customer service assistance when I need it since clearly the only one that can be found online seems to be nearly defunct. I need my money, I'm freaked out and panicked as I need to pay bills with these dollars. Please help me..

  Business Response

  Date: 06/06/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  After reviewing your ticket #*******, I see that your refund request was escalated and the refund was finalized yesterday 06/05/25.
  
  The decision to discontinue a relationship with a customer is difficult and made with careful consideration after reviewing. While we regret this outcome, we wish you success in your future endeavors.
  
  All the best, 
  
  The Uphold Team

• Initial Complaint

  Date:05/22/2025

  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 have an account with ********************** verified by SSN, Drivers license, and face ID. I currently have a total of ******* in various crypto currencies. On May 9, 2025 I did a transfer of 435 XRP tokens to my cold walllet for storage. On May 13th I tried to transfer 409 XRP tokens to my Ledger cold wallet and it was denied. Later I got an email that they were closing my account for suspicious activity. Its alright to put money in uphold but when you try to transfer your assets to a cold wallet they flagged it as suspicious activity. They do not accept explanations. Other sites let you transfer your assets to a cold wallet but they do not. They flagged my account and will not let me transfer my remaining assets. They said i have to wait till July 14 2025, 65 days for a refund on the funds I put in the account but not the profits. My support request number is *******. All I want is the crypto currency I paid for and the ability to transfer it to my cold wallet storage which is perfectly legal according to their website. I would also like my account reinstated with no restrictions. Thank you ***** K. *****

  Business Response

  Date: 06/02/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. 
  
  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 you to reach out to your financial institution regarding your funds. 
  
  The decision to discontinue a relationship with a customer is difficult and made with careful consideration. Discontinuing a customer relationship is a decision we don't make lightly. While we regret this outcome, we wish you success in your future endeavors.
  
  All the best, 
  The Uphold Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23367280
  
  I am rejecting this response because:
  
  When you purchase something from a business you should be able to move that asset without being penalized. Numerous complaints have been filed against this company for questionable practices concerning the movement of cryptocurrency in and out of the Uphold App. I really dont have an option as the company has made it clear that I must wait till the 65 day waiting period has expired before my funds are reimbursed to me. Close this complaint and please post so that others will be aware of this companys history of freezing peoples accounts for withdrawing assets purchased on their site. I consider Uphold to be a fraudulent company scamming people out of their hard earned money for profit with a total disregard for the consumer.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair 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.

  "Uphold" is the only company available to me to use for linking to the Brave browser. A source that "Uphold" has illegitimately prevented me from profiting from while using.The very first issue I had with "Uphold" was 'initially' getting verified, but it finally worked ~ via a QR code I scanned from my computer monitor using my phone. I got verified and things were fine, until...They started insisting they could force people to have, this, that and the other ~ which is illegal.They had first insisted I had to have a webcam for verification selfies. They could've easily continued with using a QR code.Then more recently they sent out an email stating they now REQUIRE members to have their app. I had no problem with this, since I have a phone ~ other than the fact that I didn't want their app on my phone. I simply informed them, again, of the fact that they can't legally force anyone to have anything and that it's much better to give people options.Their communication (skills) is/are not very good. All they ever did is fail to correctly comprehend anything I said and insist they were doing everything legitimately ~ which is false. They even violated my Freedom of Speech when I had to get vulgar with them. If they had just correctly comprehended what I said and had actually communicated reasonably, relevantly and respectfully then the entire communication would've been much shorter.

  Business Response

  Date: 05/16/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  I can see your case was addressed internally by our team, and your account has been reinstated under ticket ******* as you have agreed to our Terms and Conditions. 
  
  We believe it's important to emphasize that our team has always aimed to provide you with respectful support, as we highly value your feedback. We apologize for the inconvenience not offering verification via QR code may cause, please know that identity verification is a key security measure essential for protecting our platform and customers.
  
  Should you require any additional assistance, please do not hesitate to reach out. Were here to help.
  
  Warm regards, 
  
  The Uphold Team
  
  

  Customer Answer

  Date: 05/16/2025

  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.

  While my specific inquiry was resolved to a level of acceptance, it's still valid that there is disrespect and violation(s) of the law by this company. Although the company fails to realize this fact, it's not a direct issue on my end.

  Sincerely,

  
  ***** ******

• Initial Complaint

  Date:05/08/2025

  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.

  My uphold account was closed due to suspicious activity, ive never done any suspicious with my account and when I transfer to another wallet it's mine and no one else's, I still have 10k on there that I can't access because of this, it is frustrating that I have to do this because it said fraudulent activity which it's not, I would like my account back and unlocked please, I'll do what it takes to help get it back

  Business Response

  Date: 05/15/2025

  Hi *****,
  
  Thank you for reaching out to us through the Better Business Bureau. 
  
  I apologize that you encountered a frustrating experience due to having your account closed.  
  
  We understand that the closure of your account may be disappointing, and we sincerely regret any inconvenience this may cause. Please know that this decision was not made lightly and is a result of our essential risk evaluation process, which is in place to protect all our users and the platform. For security reasons, we are unable to share the specific criteria or reverse the decision.
  
  I have confirmed that on ticket *******, our team provided information on your refund. Please feel free to reach out in the same thread should you have any questions. 
  
  While this decision is unfortunate, we extend our best wishes for your future endeavors..
  
  Kind regards, 
  The Uphold Team

• Initial Complaint

  Date:05/06/2025

  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.

  My account was recently closed by Uphold without any explanation on what exactly I did. They refuse to provide any clarification regarding the closure of my account and have held my funds for more than 2 weeks now without allowing me to withdraw. I would like to request my account be reinstated. I have provided all the documents they have requested regarding the transactions and showed proof of ownership for the wallet they requested and yet they still closed my account.

  Business Response

  Date: 05/15/2025

  Hi ***,
  
  Thank you for reaching out to us through the Better Business Bureau. 
  
  I sincerely apologize that having your account closed led to a frustrating experience for you.
  
  Please know that the decision regarding your account was made with careful consideration and in strict adherence to our security and compliance protocols, which are crucial for safeguarding our customers and our platform.
  
  For security reasons, we are unable to share the specific criteria or reverse the decision. We understand that the closure of your account may be disappointing, and we apologize for any inconvenience this may cause
  
  I have confirmed that on ticket *******, our team is actively working on your refund. Please feel free to respond in the same thread at your earliest convenience. 
  
  While this decision is unfortunate, we extend our best wishes for your future endeavors..
  
  Warm regards, 
  The Uphold Team
  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23293147
  
  I am rejecting this response because: it does not outline what the security or compliance concerns were and is a blanket closure of my account. I have provided extensive documents as requested by Uphold that showed proof of the transactions were being done for myself and accounts tied to my name.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 05/15/2025

  Hello ******-

  According to the Uphold User Agreement (Section 9. Termination or Cancellation) either you or we can close an account at any ******** accepted these terms at account opening, October 10, 2024.
  

       9.2 Upholds Right to Terminate Your Account.
       In some cases we may terminate, suspend or otherwise restrict your Account and use of the Platform if we suspect your Account(s) may be connected to any Prohibited Use or Prohibited Business, for suspected violation of this
       Agreement or any applicable agreements or policies, where required by applicable law, or to otherwise prevent potential loss. Your use of the Platform is a privilege, and not a right, and we reserve our right to terminate, suspend or
       restrict your access to the Platform, as well as take other actions described in this Agreement, at any time to protect you, other Users and/or us as we deem necessary.

  As previously advised, the decision to discontinue a relationship with a customer is difficult and made with careful consideration. This decision was made in accordance with our security and compliance protocols, which are designed to safeguard both our customers and our platform. 
  
  I have confirmed that there is a ticket in flight (#*******) to finalize the closure and ensure any remaining assets are refunded appropriately.
  

  Thank you for your understanding.  We wish you the best in your future endeavors.

  
  Sincerely,
  The Uphold Team

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair 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.

  Hi over 4 years ago or about in 2021. I transferred $400 from my tether crypto wallet in the now closed bitforex platform to my uphold account. However I did not realize that I transferred it using binance. So uphold kept my funds and has not allowed me access to them I opened a ticket back then but they were of no help saying that bsc wasnt supported but they still have the private key aka where my money is at, I hope they can provide me with the key or at least transfer my funds or pay me out.

  Business Response

  Date: 05/15/2025

  Hi German, 
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  Looking back at your support requests from 2021, our team advised contacting the originating wallet provider. Since the transaction occurred on a network we don't support, we unfortunately don't have access to these funds. 
  
  Please visit our Transparency Page *********************************************** for an up-to-date list of supported currencies or Assets. Any Asset not included in this list is an Unsupported Asset.
  
  If you have any additional questions, don't hesitate to reach out by creating a new support ticket at ***************************************************************************;
  
  Regards, 
  The Uphold Team

• Initial Complaint

  Date:04/28/2025

  Type:Customer Service 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.

  In 2021 I opened an account with this company and started buying XRP crypto. I have been trying to access my money for four years. I have sent at least 20 messages to their support team and a very long extensive email explaining the problem that I am having trying to access my money. I just tried again to access my account and their system will not allow me access. The steps to accessing my account includes them sending me a verification code. When I enter the verification code that the send me, the boxes (that the code is entered into) lights up in red and tells me that the code is invalid. I have emailed them at least 20 times telling them that the code keep lighting up and reading invalid. I have ****** this company to help me. All they do is send me back and email telling me to log in to my account and enter the code that they send **** keep telling them that getting logged in is the problem and they the code they send me do not work. I have asked them repeatedly to close the account and send me my money. They do not. They just tell me again to log in to the account, that I tell them, their system WILL NOT allow me access to. Your help in resolving this issue would be so greatly appreciated.Sincerely,****** **********

  Business Response

  Date: 05/02/2025

  Hi ******,

  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  I apologize for the frustrating experience you have encountered. 

  To help resolve your login issues, I created a new support ticket (#*******) and routed to our Senior Support Team for further assistance.  A Senior Support Agent will be in contact through the ticket/email to assist you with regaining online access and completing the required ID verification to unrestrict your account.  

  Please be on the lookout for followup correspondence and make sure to act on any instructions as soon as possible to prevent premature closure of the ticket.
  
  Kind regards,
  *****

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23259736
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair 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 bought crypto on Uphold for a total of $43k. I completed all verification requirements and have been trading for a couple of minutes maths. Tonight I went to move my XRP off uphold and into my ledger wallet. I went through all steps and verifications and Uphold held the transaction and stated they were reviewing this. Then like 5 minutes later I get a message from them stating they could no long offer me an account due to some type of suspicious activity. They would not tell me what type of suspicious activity. They shut/restricted the account and wouldnt allow me to withdraw my money or crypto from Uphold. Very peculiar, they do not restrict deposits of cash. If something is suspicious with my actions why do they allow deposits but will not allow my withdrawals. This is very concerning as I cant control my crypto assets. I have no access to my funds and no reason why they decided it was suspicious. They have no phone number to call. I am in a very bad situation and need resolve promptly. I need help getting my account fully reinstated without any restrictions. Please help me with this matter. No exchange should be allowed to control my account, funds or crypto. Please help me reinstate my account back to normal operation with no restrictions. a I am a good customer and should treated fairly. Please help me. This what they wrote to me. Hi *****, After carefully reviewing your account, we regret to inform you that your account will remain closed due to fraudulent activity found or detected on your transactions. Please be aware that any new accounts you create may also be closed. We appreciate your understanding. Sincerely,The Uphold Team Uphold | Our FAQs | Blog

  Business Response

  Date: 05/02/2025

  Hi *****, 
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  I apologize for the frustrating experience you have encountered. Upon review, Ive confirmed that your appeal was reviewed and account has been successfully reinstated since the initiation of this complaint.
  
  Due to high volumes, there were delays in our response, but please know we were working diligently to address your concerns.
  We appreciate your patience and understanding as we worked to have your account fully operational.
  
  Should you have any additional questions or concerns, please don't hesitate to reach out.
   
  Warm regards,
  The Uphold Team