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:07/15/2025

  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.

  Ive been an Uphold account holder for over a year and have always complied with verification requests, including submitting my ID when asked. I traded cryptocurrency through the platform and, at one point, was asked to provide additional personal informationsuch as my current employment details, a recent pay stub, and an explanation for investing more than initially disclosed at account creation. I responded to these inquiries, but more information was requested.Unfortunately, due to a particularly busy start to the year, I missed any follow-up communications. As a result, my account was closed. I was informed that Uphold would reach out to me shortly with instructions on how to withdraw my remaining funds. However, it has now been over three months, and I have yet to receive any follow-up beyond the same repeated message:Were very sorry to tell you that we can no longer offer you an account. As a regulated business, sometimes we have to make difficult decisions like this as new information becomes available. Dont worry, your funds are safe and well be in touch shortly about handling any available balance.Despite multiple attempts to follow up, I have not received any updates on how or when I can access my funds. I would appreciate a clear response and guidance on how to proceed with withdrawing my balance. It' has been very frustrating and their lack of professionalism in handling customer service.

  Business Response

  Date: 07/25/2025

  Hi ********, 
  
  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated your concern and apologize for the delayed response.
  
  Were truly sorry to hear about the challenges you've faced while trying to withdraw your funds from your closed account. We understand how distressing this situation must be and how important it is to withdraw your funds. 
  
  We previously updated your account functionality to allow the withdrawal of your remaining balance, either to your bank account or card. You were informed of this update by email on April 14, 2025 and on June 11, 2025. You were also informed this account functionality would last for 7 calendar days, but if funds werent withdrawn during this time period you could reach out to our team and we would assist you with your withdrawal. 
  
  Our team reached out to you July 22, 2025 (ticket # *******) in order to assist with the withdrawal of your remaining funds. Please provide the requested information to our team in order for us to continue assisting you with your withdrawal. 
  
  If you have any remaining questions or encounter further issues, were here to help. Your experience is important to us, and we appreciate the opportunity to improve how we serve our users.
  
  Warm Regards, 

• Initial Complaint

  Date:07/15/2025

  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.

  Since June 18 2025, I have been trying to resolve a serious issue with Uphold, a cryptocurrency trading platform. I submitted multiple support requests through their official website, yet the only responses I receive come from suspicious-looking email addresses (e.g., ***************************************** ******************** The latter uses a zero in place of the letter "o" a classic phishing tactic.Additionally, I have received unsolicited phone calls from a number in ***** flagged as potential spam, where individuals with foreign accents claim to represent Uphold and instruct me to move crypto assets despite Upholds official policy stating they will never ask for ******* date, I have not received a response from a verified ************************** email address (except for automated responses), nor have I been contacted by a legitimate representative despite using the websites own complaint channels.I am deeply concerned that I may be the target of fraud, and that Uphold is either compromised or ignoring serious security issues.

  Business Response

  Date: 07/25/2025

  Hi *******,
  
  Thank you for reaching out to Uphold through the Better Business Bureau.
  
  We really appreciate you bringing this matter to our attention. Upon reviewing your Support ticket *******, we can confirm that our team addressed your report on June 23rd. Our Fraud Prevention analyst attempted to contact you via a courtesy call but couldn't connect. We then continued to communicate via email, sending a follow-up on July 18th.
  
  For your security, it's important to note that we will never initiate a phone call and ask you to move funds under any circumstances. We want to reassure you that the information you reported has been escalated to specialists and is being thoroughly investigated as part of our ongoing commitment to protecting our customers.
  
  Should you require any additional assistance, please do not hesitate to reach out. Were here to help.
  
  Warm regards,
  
  The Uphold Team
  
  

• Initial Complaint

  Date:07/14/2025

  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.

  I am filing this complaint regarding a serious security and customer service failure involving **************************** I was the victim of an unauthorized transaction in August 2021, in which a significant amount of XRP was illicitly transferred from my Uphold account to a Bitcoin wallet that I have no affiliation with and did not authorize.Upon discovering the transaction, I immediately contacted Upholds customer support and submitted multiple requests for investigation and resolution. Despite my prompt action and repeated attempts to engage their support team, Uphold failed to take any meaningful action to recover the funds, investigate the breach thoroughly, or provide any ************** this day, I have not received a clear explanation, investigation results, or reimbursement. Upholds lack of accountability and failure to protect my digital assets raises serious concerns about the integrity and security of their platform, as well as their commitment to customer protection.I am requesting *********** issue be formally investigated by the BBB.2.Uphold be held accountable for failing to safeguard user assets and for providing inadequate customer *********** receive direct communication from Uphold regarding the steps they will take to resolve this matter and reimburse the stolen funds.I have documentation of the unauthorized transaction, my communications with Uphold, and the destination wallet address. I am prepared to provide all relevant evidence upon request.This incident has caused me significant financial loss and emotional distress. I expect this complaint to be taken seriously and handled with the urgency and professionalism it warrants.

  Business Response

  Date: 07/24/2025

  Hi *****,
  
  Thank you for reaching out to Uphold through the Better Business Bureau.
  We're so sorry to hear you experienced an unauthorized transaction. I have carefully reviewed your report created in August of 2021 under ticket number *******, where our assigned analyst requested more information to proceed with the investigation; however, we did not hear back from you. 
  
  To proceed with your request, we strongly recommend you open an investigation with your local law enforcement. Once they send a subpoena, we'll fully cooperate and provide all reasonable information and support. Please note, the subpoena must come directly from the authorities.
  
  Please be assured our team is ready to assist with the official investigation. Let us know if you have any questions. Were here to help.
  Warm regards,
  
  The Uphold Team

• Initial Complaint

  Date:07/14/2025

  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 created an account with ********************** on July 3rd, and shortly after depositing $10-$11, they restricted the account, meaning I cannot withdraw the funds I deposited. They are locked. I have reached out to support multiple times since the 3rd and have yet to receive any responses at all, and my account remains restricted. It's been almost 2 weeks. I would like to know what kind of review could possibly take so long just to let me have my money back and close this account.

  Business Response

  Date: 07/23/2025

  Hi ****, 
  
  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated the details of your concern. 
  
  Accounts are reviewed on an ongoing basis and occasionally take longer than we expect. I can assure you the team makes every effort to complete account reviews as quickly as possible and Im sorry for any inconvenience you may have experienced while your account was under review.
  
  We informed you by email July 18, 2025 we have decided to close your account upon completion of our review. This decision was not made lightly and was reached after a thorough review. Our findings showed the following: 
  - Activity that is not in line with our platforms policies.
  - Potential misuse of our services.
  - A conflict in ownership of the payment details submitted.
  
  In this email, we also notified you of details regarding the return of your funds remaining on your Uphold account. 
  
  If you have any additional questions or concerns, please let me know.
  
  Warm Regards, 
  The Uphold Team
  
  

• Initial Complaint

  Date:07/14/2025

  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 July 3, 2025, I used TopperPay to purchase Solana (***) with the intent of buying cryptocurrency. After the purchase, I decided not to follow through with the crypto transaction, so I wanted to return the funds back to my bank account.Since the original transaction came from Toppers wallet to me, I mistakenly assumed that I could send the funds back to the same address and that they would route back to my bank. However, Ive now learned that the address I sent the *** back to was Toppers internal wallet, not an address tied to my personal bank account or financial access.The *** was successfully sent, but it is now sitting in Toppers sending wallet, and I no longer have access to it. I immediately contacted Topper Support and provided:A screenshot of the *** returned to their wallet My Phantom wallet address Proof of the original transaction On July 7, they acknowledged the mistake and told me they had escalated it to their engineering team. However, I have had no further updates since then, despite follow-ups.I am requesting a full refund of my funds in ****** ($328 worth of *** (********** at time of complaint)) back to either my Phantom wallet or bank account in the amount equal to the amount of Solana listed whichever is possible as the funds are currently held by Topper and I cannot retrieve them myself.

  Business Response

  Date: 07/17/2025

  Hi ******,
  
  Thank you for reaching out to Uphold through the Better Business Bureau.
  
  I understand your concern regarding your funds, and we appreciate you reaching out so promptly and providing the transaction details.
  
  We want to reassure you that your transaction information has been escalated. Recovering funds that were sent to a wallet not designed to receive deposits is a complex process that relies on the availability of our specialized engineers, who have the necessary access and work through requests in the order they come in.
  
  We appreciate your patience and understanding. You'll get an email from our team as soon as the process is complete. Feel free to contact us if you need further assistance in the meantime.
  
  Warm regards,
  The Uphold Team
  

• Initial Complaint

  Date:07/13/2025

  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.

  My phone number was compromised and I locked my uphold account. At that point on 7/10/2025 I put a fraud alert and sent 30 emails to uphold letting them know I cant get into my account because the 2FA is sending a code to my compromised and now disconnected phone number . Uphold is not responding and when they do they are not helping me assist with updating my phone number do I can gain access to my account and see my money!!!!! This is very unprofessional and unacceptable! I need this rectified ASAP!!!! I have many friends with large sums of money on this exchange and everyone is very disappointed and moving off the platform after how Ive been treated in recovering access to my account and funds!

  Business Response

  Date: 07/23/2025

  Hi ******,
  
  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated the details of your concern. 
  
  Were truly sorry to hear about the challenges you've faced in regaining access to your account after your phone number was compromised. We understand how distressing this situation must be and want to assure you that the security of your account and funds is our top priority.
  
  Upon receiving your report on July 10, 2025, we immediately froze your account to prevent unauthorized access. That same day, we initiated a verification session to confirm your identity and ensure we were working with the rightful account holder. Additional verification reminders were sent on July 11, and you confirmed that the process was completed.
  
  On July 13, we verified that no suspicious activity had occurred on your account. We also provided you with information on how to reset your two-factor authentication (2FA), email, and password, if necessary. The next day, July 14, we confirmed that your previous phone number had been removed and informed you that 2FA could now be reset.
  
  To complete the recovery process and ensure full security, we scheduled a video call with our fraud team, which was successfully completed on July 14. Following the call, we reached out to assist with updating your account with your new phone number. We also resolved an issue related to a duplicate account that was preventing the update. You confirmed later that day that you were able to complete the password and 2FA setup.
  
  We understand how frustrating this process has been, especially during a time-sensitive security incident. Please know that while our support is typically conducted via email to maintain a clear and secure audit trail, this was a scenario in which a video call was required for enhanced security. 
  
  If you have any remaining questions or encounter further issues, were here to help. Your experience is important to us, and we appreciate the opportunity to improve how we serve our users.
  
  Warm Regards, 
  The Uphold Team

• Initial Complaint

  Date:07/10/2025

  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.

  Hi. Unfortunately Uphold has turned out syncing to my Koinly account. That is very frustrating as youve now made it infinitely more complicated for me to do my taxes next year regarding Uphold. I think this was extremely wrong of Uphold to do. You should allow former customers to continue to sync their information to their crypto tax service. Please fix your app so that former customers can still sync ********************** information to their crypto tax service. Please also send me a CSV file with all of my transactions asap. Thanks.

  Business Response

  Date: 07/17/2025

  Hi *******,
  
  Thank you for reaching out to Uphold through the Better Business Bureau.
  
  We understand your concern regarding not being able to link Koinly to an account that is no longer active within Uphold. Please rest assured, our team can provide you with the necessary information upon request via email. Kindly reach out to us through our website: **************************************************************** and our team will be ready to assist. 
  
  Should you require further assistance, please let us know. Were here to help.
  
  Warm regards,
  The Uphold Team
  
  

• Initial Complaint

  Date:07/07/2025

  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 concerns regarding Uphold's transparency and operational practices. Firstly, users are not allowed to own the cryptocurrencies they purchase; instead, they must keep them on their exchange platform. This arrangement results in double fees, as users pay both when buying and selling.Secondly, Uphold conceals details about their sell limits, stating that there are different levels, but this information is not accessible to consumers, which can be misleading.Lastly, I attempted to sell all my cryptocurrencies to withdraw funds from their platform. While I successfully withdrew most of my assets, I encountered an issue with my LAI coins. Despite having thousands of dollars on the platform, I was unable to sell these coins. It has now been months, and the company has yet to resolve the issue, despite over 20 correspondences. I have not been able to retrieve my funds, and I feel I am being given the runaround.I believe I am entitled to the funds that were available on their platform at the time the issue arose, and I kindly request this matter be addressed promptly.Uphold also has another location at: ********************************************************************************* **********************

  Business Response

  Date: 07/17/2025

  Hi ******, 
  
  Thank you for contacting Uphold through the Better Business Bureau. I appreciate your patience while I investigated your concern.
  
  Im sorry to hear your concerns regarding Upholds transparency and operational practices. Uphold prides itself on transparency and I apologize this hasnt been your personal experience while using our platform. 
  
  Regarding ownership, Uphold is in possession of the private keys to any cryptoassets on our platform. However, Uphold does not represent or treat funds in your account as belonging to Uphold and you are the beneficial owner. You can see more information regarding ownership in our User Agreement for U.S. and Canadian Residents and Businesses 4.2 Ownership. 
  
  We understand you believe your cryptoassets must stay on Uphold. Cryptoassets do not need to be kept on our platform. There are different tiers for cryptocurrencies and utility tokens which have different features. Tier 3 cryptocurrencies and utility tokens can be bought, held, sold, deposited, withdrawn, and sent while Tier 4 cryptocurrencies and utility tokens can be bought, held, sold, and sent. A breakdown of these features and which cryptocurrencies and utility tokens fall under each tier can be found by visiting *****************************************************. Further descriptions of the different tiers available can also be reviewed in our User Agreement for U.S. and Canadian Residents and Businesses 4.4 Asset Tiers. 
  
  There are different fees for **** deposits, **** withdrawals, cryptocurrency withdrawals, and trading. These fees can be seen by viewing our Uphold pricing policy and more information regarding fees can be reviewed in our User Agreement for U.S. and Canadian Residents and Businesses 7.14 Fees. 
  
  Transaction limits may vary depending on your payment method, verification steps you have completed, your jurisdiction of residence, applicable regulation, and other factors. Uphold reserves the right to change applicable limits as we deem necessary in our sole discretion or as regulation requires. You can view more regarding transaction limits here and our User Agreement for U.S. and Canadian Residents and Businesses 7.18 Transaction Limits. 
  
  We understand that the suspension of an asset, specifically LAI in your case, can be frustrating and is not the experience we wish for our customers.  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.
  
  Thank you again for your patience and understanding as we worked to resolve this matter. We truly value your business and hope you will have better experiences with us in the future. 
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out.
  
  Warm regards,
  The Uphold Team

• 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