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Business Profile

Financial Services

Uphold HQ Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Financial Services.

Important information

  • Customer Complaint:
    BBB’s business profile for Uphold was created in October 2017. A review of Uphold complaints was completed in October 2024. Complaints on file state issues with account access and account recovery. 

    BBB recommends users to review Uphold Support, and I am unable to log into my Uphold account.

    For additional support, please visit Uphold's Contact us.

Complaints

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

Find a Location

Uphold HQ Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 222 total complaints in the last 3 years.
    • 158 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/10/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased crypto on Uphold exchange for a few months. I have done all verification processes and been allowed to trade and deposit since the beginning. However, tonight I went to move my XRP off the exchange and into my Xaman wallet. I went through all steps and verifications but Uphold held the transaction and stated they were reviewing this. Moments later I get a message from them stating they could no long offer me an account due to suspicious activity. Its my XRP to my wallet. Nothing suspicious at all. They shut off all methods for me to withdraw my money or crypto from the Uphold exchange. However, they do not restrict deposits of my cash. If Im suspicious why do they allow deposits and reject my withdrawals. This is unsatisfactory as I cant control my assets. I have no access to my funds because they decided it was suspicious. They have not support line and I have to wait for messages. I am at the markets risks while they wont fix the problem. I need help getting my account fully reinstated without any restrictions. Im even verified by my drivers license for ***. Please help as many are being take. Advantage of as the market raises and dips daily and is volatile. No business should be allowed to control my account, funds or crypto. Please make them reinstate my account with zero restrictions as I am a good standing customer. However due to this I need my crypto off their exchange.

      Customer Answer

      Date: 04/11/2025

      From: BLH <******************************************************>

      Sent: Friday, April 11, 2025 1:16 PM

      To: info <**********************************************************************************************>

      Subject: Re: Uphold Complaint

       

      Uphold today has resolved this to my satisfaction. You may close this complaint.

    • Initial Complaint

      Date:04/10/2025

      Type:Product Issues
      Status:
      Answered
      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 deposited $5,000.00 US Dollars, bought Assets, and waited the appropriate time for my money to clear from my bank. Then I tried to transfer my money out of Uphold. They sent me an email saying "Suspicious activity was found on my account." There is no way I did anything. I believe Uphold is doing this to alot of other people to keep funds in their company. This story is all over the internet. They are holding peoples money. They are not responding to any emails and not telling me how they are going to send me my money. Very scared. Here is a transaction history from their website of my account before they stopped everything on my account. I can no longer download this transaction report, but thank God that I was able to get this from their site. I have included all email corraspondants and pic of the transaction history I download from their site. Nothing suspicious and they will not give me my money back. I know you can see Crypto, but their app will let me sell all of it for US Dollars, so I can be liquid if that helps you fighting them.Trouble Ticket #******* I'm 55 and I do not have alot for retirement, was trying to use this money for an investment.Thank you so much in advance.Please help me.

      Business Response

      Date: 04/30/2025

      Hi *** ***,

      Thank you for reaching out. We understand your concerns regarding the recent closure of your account, and we appreciate the opportunity to provide some clarity.

      As part of our commitment to maintaining a secure and trustworthy platform, we utilize advanced systems and industry-standard tools to assess account and transaction risk. Following a recent review, your account was flagged as presenting a higher level of risk than our platform permits.

      Please know that this decision was not made lightly. While we understand this may be disappointing, our risk evaluation process is essential to protecting our users and the platform. For security reasons, we are unable to share the specific criteria or reverse the decision.

      Regarding your funds, weve confirmed that your ACH deposit of $5,000 was recalled by your bank. Additionally, a credit of $31.50the remaining balance in your accounthas been processed back to your bank. These funds should be visible within 57 business days.

      We sincerely apologize for any inconvenience this has caused. If you have any further questions, our support team is here to help.

      Thank you for your understanding.


    • Initial Complaint

      Date:04/08/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Lost all my money the 29th of November, 2024 when I decided to invest with this company. I put well over 200$ and they refuse to let me transfer this said money back into my bank accounts. Understanding this, and the ramifications of what this company is doing to people. Its despicable to say the least. Im so thankful that Im on the better side of life and this money isnt detrimental to me. I just want to see this business be brought to justice, as what theyre doing is one hundred percent criminal. I do appreciate the BBBs time, and do hope to stay in contact with you. If there is any update on the matter please let me know.

      Business Response

      Date: 04/22/2025

      Hello *******,

      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 withdrawing your funds, and we sincerely apologize for any inconvenience this may have caused.
      Upon review of your account, it appears that your attempt to withdraw funds to a card via ***** Pay was declined by your bank.

       Please reach out to the bank for more information on the specific reason why the transaction was declined.
      When reaching out to your financial institution, verify the following: 
               Ensure their risk system is not restricting the transaction;
         Ensure that foreign transactions are allowed, as Upholds credit card processor is in the **;
         Funds are fully available within the account to cover both your transaction and the fee associated with it;
         All card data matches what is on the account, including name and address.

      Just to let you know, withdrawing funds via debit/credit card is only one of the multiple withdrawal options. 
      Please check our FAQ for all details - Available payment methods: *****************************************************************************************************

      We apologize for any inconvenience. As always, if you have any questions or concerns, please let us know.

      Best Regards,
         ***** and the Uphold Team

    • Initial Complaint

      Date:04/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This company got my debit card thru regions bank and summit a debit of $562.00 that I did not authorized. This happened on March 3rd 2025. ******* did reverse that amount and put the money back in my account on March ********. Now on the 3rd of April ******* reverse the amount and debit it out of my account because this company show them that they had my Email and mailing address but I still did not authorized this transaction. So now ******* said I have to get in contact with the company, but they don't have a number for me to call. I did send them an email to ********************************** the only response I have gotten back is a ticket #*******. I have no clue as to what merchandise this is. I think this is a scam

      Business Response

      Date: 04/11/2025

      Hi *******,

      Thank you for contacting us.  Upon review, it seems our Support team responded to your ticket (#*******) and did not receive further details from you to investigate the matter.
      Please respond to the most recent e-mail on that ticket so that we may further assist you.

      Kind regards,

      ***** and The Uphold Team

    • Initial Complaint

      Date:03/28/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Wire transferred money into my uphold account to make a transaction faster and easier for an international transaction. Once they got my money, I tried to make the transaction. They put it under review, rejected it, and then froze my funds so that I cant get them for over a week. This caused me to lose a deal and a lot of money. I refused to share information with them about where and to who Im sending money. They then froze my assets. Infringing on my rights to privacy is no excuse for this behavior

      Business Response

      Date: 04/06/2025

      Hi ****,

      Thank you for contacting Uphold through the Better Business Bureau. We apologize for the delayed response and appreciate your patience while investigating your concerns.

      Your initial withdrawal request was returned due to concerns with the destination wallet.  These concerns were shared with you by our fraud team.
      However, I have confirmed that your related service ticket(s) have since been resolved and subsequent withdrawal attempts were successfully processed.

      If you have any other questions or concerns, please let us know. 

      Thank you,
      The Uphold Team

      Customer Answer

      Date: 04/07/2025

      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:03/27/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Messaged over and over again with the company, did not make customer aware that transaction would be charged as a cash advance- money was never returned and, it's borderline illegal by not disclosing. Disclose that the transaction will run as a cash advance. I'm out 10 dollars for no reason.

      Business Response

      Date: 04/04/2025

      Hi *****,

      Thank you for reaching out to us through the Better Business Bureau. I appreciate your patience while I looked into your concerns.

      After reviewing the transaction history on your Uphold account, I found that only two transactions have been processed since the account was opened. The first was a $10 deposit made via ****** Pay on March 11, 2025, which was used to purchase ***. Before confirming this transaction, a detailed preview was provided outlining the amount, any applicable fees, and the terms, all of which require your confirmation before proceeding.

      The second transaction occurred on March 20, 2025, and was a withdrawal of your BTC to your bank account ending in 2147.

      Please note that Uphold does not offer cash advances as we are not a lending institution. Any fees associated with transactions are displayed transparently before completion.

      For your convenience, we also provide a dedicated page outlining all applicable fees and limits, which you can review here.
      Uphold Fees and Limits - ************************************************************************************************************

      If you believe there were fees related to a cash advance, I recommend reaching out directly to your bank or card issuer for more information, as they may have applied those

      fees independently.

      If you have any further questions or need additional assistance, feel free to contact us.

      Kind regards,



      Customer Answer

      Date: 04/04/2025

       
      Complaint: 23122997

      I am rejecting this response because: fee was not clearly disclosed as previously stated.

      Sincerely,

      ***** ******

    • Initial Complaint

      Date:03/18/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 has an issue somewhere where the tracking for referrals links usage. This caused my friend and I to not receive their advertised bonus in Bitcoin, even though he signed up with my referral link and met the requirements for purchase volume within the prescribed time. This is a deceptive business practice that is enabled by false tracking/auditing policies and allows them to attract new customers under false pretenses.

      Business Response

      Date: 03/24/2025

      Hi *********,

      Thank you for reaching out to us through the Better Business Bureau.   I appreciate your patience while I investigated your concern and apologize for any inconvenience you may have experienced. 

      I have confirmed that there is a ticket in flight (#*******) where this matter is being researched/discussed with our Support team.

      Please be on the lookout for followup correspondence.

      Kind regards,
      *****

       

    • Initial Complaint

      Date:03/13/2025

      Type:Billing Issues
      Status:
      Answered
      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 app of which I have assets of thousands of dollars has been locked. I have contacted them several times through their app, performed their recommendations to unlock my account and met all of their requirements. To date my account has been locked for close to two years. Please help. Thanks.

      Business Response

      Date: 03/27/2025

      Hi ****,

      Thank you for contacting Uphold through the Better Business Bureau. We apologize for the delayed response and appreciate your patience while investigating your concern.

      I am very sorry to hear of your disappointing experience with the Uphold Support Team. Due to high demand, response times have been longer than usual. We know that your time is valuable, and we apologize for the extended wait. 

      I have confirmed that your related service ticket(s) have been resolved and you appear to have reestablished access to your account.  
      Please be assured that we are continually working to improve our services and greatly appreciate your feedback.

      If you have any other questions or concerns, please let us know. 

      Thank you,
      The Uphold Team

    • Initial Complaint

      Date:03/08/2025

      Type:Billing Issues
      Status:
      Answered
      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's policies around withdrawing funds makes it impossible to retrive your remaining investments. You may fund the account with your bank, but withdrawal to the bank is inhibited. I opened multiple tickets, some marked as resolved, with nothing ever fixed. I just want my remaining money and the fee's they charged me to move money around, as the only reason I moved it, was to try and find an account that allowed me to withdraw my own money.

      Business Response

      Date: 03/17/2025

      Hi *******,
      Thank you for reaching out to us regarding this issue. I appreciate your patience while I investigated your concern.
      I see that our Support team reached out to provide steps for a successful withdrawal in Support ticket 5979110.  The ticket was closed on Friday March 14th as you advised that it could be marked as solved.
      I apologize for any inconvenience you may have experienced while trying to withdraw your funds. If you have any additional questions or concerns, please let us know.

      Sincerely,
      Uphold Support

      Customer Answer

      Date: 03/17/2025

       
      Complaint: 23037879

      I am rejecting this response because:

      Sincerely,

      ******* ********

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been trying to withdraw funds for over a year. Each time I get an error message. Its not even a lot of money but the point is I cant ever access it.

      Business Response

      Date: 03/14/2025

      Hi *****,
      Thank you for reaching out to us regarding this issue. I appreciate your patience while I investigated your concern.

      Upon reviewing the details of your transactions, we encourage you to reach out to your financial institution as it appears that your withdrawals have been declined by your bank.
      Please note, we offer multiple withdrawal methods. You can visit our FAQ page for more details: *****************************************************************************************************

      If there is any additional assistance you might need, please let us know.

      Best regards,
      The Uphold Team


    Uphold HQ Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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