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:05/05/2025

  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

• Initial Complaint

  Date:04/22/2025

  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.

  Business takes sensitive information before "opening an account", including SSN, ID/DL info, DoB, facial tracking, banking info, address info, etc, before being denied or account closed (sometimes already funding by a linked bank account) with no offered explanation why. The entire process is vague, and the emails they send contradict each other on whether an account was successfully opened/closed/deleted/rejected/linked, or even any semblance of explanation. Overall, it raised a lot of red flags for me (and potentially a scam, despite their claims to the contrary). My personal experience seems similar to other users who have also had had similar experiences. Please avoid using this service (even when advertised by other legitimate websites) and double check afterwards if your information has been leaked, even though it is advertised as legitimate, as you risk losing sensitive private information as well as potentially money. I would not trust this company had it not been recommended by some other legitimate websites that I trusted, and I would advise others to stay away as well, plus read the other reviews widely available.

  Business Response

  Date: 05/02/2025

  Hi ******,
  
  Thank you for reaching out to us through the Better Business Bureau.
  
  Upon reviewing our system, I could not find any support tickets linked to your email address. However, I apologize that you have encountered a frustrating experience so far.
  
  Were continuously working on updating and optimizing our automated systems that monitor and control our operations. Being a regulated company, we must comply with these processes. They are not yet perfect, but our team will be pleased to conduct a manual review of your account.
  
  To create a ticket with our Support team, you can click on the following link: ************************************************;
  Our team stands ready to address your concerns.

  Should you have any questions, please don't hesitate to reach out.
  
  All the best,
  
  The Uphold Team

  
  

• Initial Complaint

  Date:04/22/2025

  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.

  Ive had an incredibly frustrating experience with this app and the support team. My funds have been withheld with no clear explanation, and despite sending several emails, Ive received little to no response. After waiting far too long, I was told to refer to a support ticket that hasnt moved forward in days.Even worse, trying to follow up apparently resets your place in the queue, which feels like a way to discourage users from holding them accountable. This is unacceptable, especially when money is *********** deeply disappointed by the lack of urgency, transparency, and care. I would not recommend this app to anyone until they drastically improve their customer support and resolve situations like mine quickly and professionally.

  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.
  
  Upon carefully reviewing the details of your complaint, Ive confirmed that on 4/23/2025, your funds were sent back to your card. 

  We understand the importance of resolving your case, as our team was diligently working on it. During the time of your case, we were handling a particularly high volume of requests, which contributed to the delays. I sincerely apologize for any inconvenience this may have caused. 

  The decision to discontinue a relationship with a customer is difficult and made with careful consideration. We understand this may be frustrating, as we are not always able to disclose specific details regarding our decisions.  
  While this decision is unfortunate, we wish you all the best in your future endeavors.
  
  Warm Regards, 
  
  The Uphold Team

• Initial Complaint

  Date:04/22/2025

  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.

  Subject: Urgent Follow-Up: Request for Reconsideration of Account Closure and Access to Funds Dear Uphold Support Team,I am following up on my previous message regarding the recent closure of my Uphold account, which was reportedly due to suspected fraudulent activity. I have not received a response and would appreciate an update on the review status as soon as *********** clarify, I have never engaged in any fraudulent or suspicious behavior. However, I understand that certain activity may have raised flags in your system. Specifically, I use a VPN regularly for privacy and security purposesnot to misrepresent my location or identity. Additionally, I recently transferred funds to a cold wallet for secure, offline storage. If this action was misinterpreted, I assure you there was no ill intent; it was simply a measure to protect my assets.If any of my actions were misunderstood, I am more than willing to cooperate fully, provide additional context, verify my identity, and supply any documentation necessary.I also respectfully request access to my funds so that I may withdraw or transfer them during this review process. The funds in question were obtained legitimately, and I hope Uphold can recognize the importance of resolving this matter fairly and swiftly.Please confirm receipt of this message and provide a response within five 1 business day.Thank you for your attention to this matter.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. Upon review, *** 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

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business. They have made everything right, All thou I would like to bring to the attention that after the resolution was resolved. Less than 5 days later I attempted to make my original withdrawal and was put under review once again. I understand these reviews are necessary. But I would prefer that UPHOLD *** recognize withdrawals by me from my account are in line with there term agreements. Im using the platform in accordance with all laws and terms set by Uphold. If I am put under review for making a simple transaction again I will be forced to take further action. I look forward to using the platform in the future and request contact from upper management regarding these concerns . I would like to prevent this situation from happening again as it was a major inconvenience. I request thats the BBB KEEP THIS COMPLAINT OPEN UNTIL I FEEL COMFORTABLE CLOSING IT . 
  
  lastly I would like to remain on the uphold platform for a very long time . If my concerns can be addressed and resolved.
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/21/2025

  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 April 16, 2025, I received an unexpected email from Uphold stating that my account had been permanently closed due to alleged "suspicious activity." I was not given any warning, specific explanation, or opportunity to verify my identity or contest the allegations before this action was taken.I immediately reached out to Upholds support team, offering to provide any documentation or information necessary to resolve the situation. I confirmed that I am the rightful account holder, that *** verified my identity through their system, and that I have not engaged in any fraudulent or prohibited activity.Their response merely restated that the decision was final and said I would hear back regarding the funds held in my account but no one has followed up since, and my money remains frozen with no transparency or timeline.This process has been extremely frustrating, and I believe the company has mishandled the situation in a way that violates basic consumer rights and due process.

  Business Response

  Date: 05/01/2025

  Hi Yongzhao,
  
  Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  I sincerely apologize for the delay experienced, and I appreciate your patience during this process. I have confirmed that on Ticket #******* on 04/26/2025, your credit card refund was processed.
  
  As previously advised, after a thorough review, Uphold made the decision to close your account. This decision was made in accordance with our security and compliance protocols, which are designed to safeguard both our customers and our platform.
  
  The decision to discontinue a relationship with a customer is difficult and made with careful consideration. While this decision is unfortunate, we wish you all the best in your future endeavors.
  
  Kind regards,
  
  The Uphold Team
  

• Initial Complaint

  Date:04/21/2025

  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.

  Ticket number: #******* After linking my bank account, my account was flagged and closed, I sent an email and got it reinstated with customer supporting citing a system error.I then purchase ltc using my linked bank, was put on a 5 day cool off which I understand, but I needed to send crypto immediately, so I purchased btc with my debit card, which allows me instant access to these funds. Right after the purchase, my account was restricted and essentially frozen from being able to move any assets a second time, they cited fraudulent behavior this time.They are arbitrarily holding my crpyto assets as leverage to make a profit with no real intention to refund me. The *** transfer will not clear which I informed them, and sold the *** **** off as a profit, and have been asking to either refund my btc purchase back to my debit card, or allow me to provide a block chain address to move it.I have gotten no real effort or response back on a resolution, just a run around with generic responses. I truly fear they will hold my remaining assets hostage for as long as possible, as they're now refusing to provide a legal email or physical mailing address so I can properly serve them in small claims court. After doing research, it appear this company is doing this in mass to hundreds, even possibly thousands of customers, some have been left in the dark for months at a time while their crypto dwindles.Please as a customer, do not engage in any sort of business with this entity, what they're doing is illegal and criminal. ********* fees to buy and sell makes it impossible to realize any profits anyways. Just refund my purchase back.

  Business Response

  Date: 05/01/2025

  Hi Spock,
  
  Thank you for reaching out to us through the Better Business Bureau.
  
  I have reviewed the details of your concern, I sincerely apologize for the frustration and inconvenience this could cause. The decision to discontinue a relationship with a customer is difficult and made with careful consideration. We understand this may be frustrating, as we are not always able to disclose specific details regarding our decisions.
  
  During the time of your case, we were handling a particularly high volume of requests, which contributed to the delays. Please know that we were actively working to resolve your case.
  
  I apologize for the delay experienced, and I appreciate your patience and cooperation during this process. I have confirmed that on Ticket#******* on 04/23/ 2025 your funds were sent back to your card.
  
  
  We appreciate your patience and understanding.
  
  Warm Regards,
  
  The Uphold Team

• Initial Complaint

  Date:04/16/2025

  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.

  To Whom It May Concern,Im a retired veteran, honorably discharged, and a long-time believer in the potential of crypto. That trust has been completely shattered by my recent experience with Uphold.I transferred XRP from my Uphold wallet to my personal Trezor Safe 3. My first two test transactions were successful, but the third and largest transfer failed. Roughly 8 hours later, I received a notification that Uphold had terminated my account with no warning, restricting my access entirely.All the funds in my Uphold account were transferred directly from my personal savings accountthis was my hard-earned money. I provided everything Uphold asked for: proof of income, bank statements, identificationyet Ive received no response, no update, no resolution. My account is still locked, and my funds remain inaccessible.I filed a support ticket (#*******), and Im urging anyone considering Uphold to learn from my experience:STAY AWAY.This kind of treatmentespecially toward a verified, compliant customeris unacceptable. Im sharing my story publicly to protect others from similar experiences. If Uphold chooses to resolve this issue, I will update this post. Until then, I strongly recommend that investors avoid this platform.

  Business Response

  Date: 04/23/2025

  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated your concern.  
  
  We understand that you had some issues with sending and withdrawing your funds.  We sincerely apologize for any inconvenience this may have caused. 
  It appears the issue regarding your account restriction has since been resolved (per support case # *******).
  
  We greatly appreciate your feedback about your experience with our support team. Please be assured that we are continually working to improve our services.
  
  
  Warm regards,
  ***** and the Uphold Team

• Initial Complaint

  Date:04/11/2025

  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 invested $5000 in Bitcoin through Uphold on April 5, then was advised on April 6 that my Uphold was in question and was later rejected from having an account (not sure why). I cannot withdraw my $$ because my account is "temporarily restricted" and has been for almost a week. I have continually tried through many forms of communication (several customer service tickets, emails, a letter to the CEO, instagram and now BBB. I'm not sure what else to do or where to turn but need this $$ to invest elsewhere asap.

  Business Response

  Date: 04/21/2025

  Hi *****,
  
  Thank you for reaching out.  Upon review of your account and related correspondence, I see that a decision was made by Uphold to terminate the relationship. This decision was made in accordance with our security and compliance protocols, which are designed to safeguard both our customers and our platform. We understand this may not be the outcome you hoped for, but as outlined in our General Terms and Conditions, we reserve the right to restrict or terminate platform access when necessary. 
  
  In regards to the remaining funds in your account, your latest *** deposit was performed on March 24, 2025. Due to the limitations of the *** Network, Uphold does not perform refunds on *** transactions until 65 days after the last deposit. The quickest method for having your funds returned is to request the funds be recalled by your bank. If your bank is unwilling to do this, we will process your refund 65 days after the last *** deposit. As such, your refund will be processed on May 28, 2025.
  
  The decision to discontinue a relationship with a customer is difficult and made with careful consideration. While this decision is unfortunate, we wish you all the best in your future endeavors.
  Thank you for your understanding.
  
  Sincerely,
  ***** and the Uphold Team