How to Give Notice to Coinbase: Formal Complaint Guide
If your Coinbase account has been hacked, the first step is mandatory. Under Section 7 of Coinbase’s User Agreement, you should begin by contacting Coinbase Support and opening a ticket. This generates a case number, which is essential for the Formal Complaint process.
If the matter is not resolved through Support, the next step is to file a Formal Complaint with Coinbase. Submitting a Formal Complaint starts Coinbase’s 45-business-day response period. Coinbase will acknowledge receipt of your complaint and issue a written resolution notice after review.
Once that resolution notice is sent—or once 45 business days have passed without a resolution—the Formal Complaint process is considered complete. At that point, you may pursue arbitration if necessary.
In short: Support first, Formal Complaint second. This sequence is mandatory for Coinbase clients and is the only way to preserve your right to escalate a dispute with Coinbase.
Step 1 — Notice Begins with Coinbase Support
The first step in giving notice is to contact Coinbase through its Support page. When you open a Support ticket, Coinbase assigns you a case number.
That case number is critical. It shows you gave proper notice and must be included in your Formal Complaint. Without it, your notice will be incomplete.
Step 2 — Notice Continues with the Formal Complaint
If the Support ticket does not resolve the matter, you must escalate by filing a Formal Complaint. This is still part of the required notice process. It tells Coinbase, in writing, that you are formally disputing the unauthorized activity and obligates them to respond.
Coinbase User Agreement, §7.2.1 Procedural Steps:
“In the event that the dispute is not resolved through your contact with Coinbase Support, you agree to use our complaint form to describe your dispute, how you would like us to resolve the complaint, and any other relevant information […]. The Formal Complaint Process is completed when Coinbase responds to your complaint or forty-five (45) business days after the date we receive your complaint, whichever occurs first.”
When you submit the complaint online, you will be asked to complete several required blocks, including:
- Personal data of the complainant — your name, contact details, and address.
- Personal details of the legal representative (if applicable) — if an attorney is filing on your behalf, Coinbase requires a power of attorney or official proof of representation.
- Information about the complaint — this is where you must reference your Support case number, describe the unauthorized access, include dates and transaction IDs (TXIDs), and state what resolution you are requesting.
Step 3 — Resolution Notice and 45-Business-Day Timeline
After you submit a Formal Complaint, Coinbase must acknowledge receipt and review it. A Coinbase support representative will then issue a resolution notice.
The complaint process is considered complete when either:
- Coinbase sends the resolution notice, or
- 45 business days pass from the date Coinbase received your complaint.
Only once this process is complete may you pursue arbitration or small claims.
Why Proper Notice Matters
The Coinbase User Agreement makes clear: you cannot skip Support, and you cannot skip the Formal Complaint. Notice is the foundation of your claim. If you fail to provide notice in the exact way required, any arbitration or small-claims action may be dismissed.
“You must complete the Formal Complaint Process before filing any arbitration or small claims action. If you do not complete it, then you agree that your claim or action must be dismissed from arbitration or small claims court.” Coinbase User Agreement, §7.2.
Contact Us
At Dilendorf Law Firm, we focus on helping clients whose digital assets were stolen through hacked exchange accounts, SIM-swapping incidents, or compromised self-custody wallets such as MetaMask.
With over six years of experience and a record of handling more than 100 arbitration cases, we have pursued claims against Coinbase and other leading exchanges, as well as against major phone carriers like Verizon, T-Mobile, and AT&T. Our attorneys are well-versed in proceedings before AAA, JAMS, and NAM, the leading arbitration forums for crypto disputes.
We understand the urgency of these cases and guide clients step-by-step through Coinbase’s notice requirements—from the Support ticket and case number to the Formal Complaint and arbitration.
If your Coinbase account was hacked and your assets were stolen, contact us today to discuss your options for recovery: info@dilendorf.com | (212) 457-9797.
