When your exchange account is locked or hacked, the first instinct is to search for a support phone number. That’s exactly what scammers count on. This guide explains how fake support works and how to reach the real support teams of major US exchanges.
How fake crypto support scams work
The FTC warns that some scammers create fake customer service information for popular companies and pay for it to show up in search results. The FBI has warned that phone numbers in “sponsored” search results are likely boosted by scammers (IC3, 2022), and that search ads have been used to impersonate crypto exchanges (IC3). The “agent” then asks for your password, two-factor codes or recovery phrase, or tells you to move funds to a “secure” wallet.
Rules that apply to every exchange
- Start from the official app or a site address you type yourself, never a search ad or a number from a text, email or social media message. The FBI advises typing the business’s address into your browser’s address bar.
- Never share your password, two-factor codes or recovery phrase. Real support never needs them.
- Never move funds to a “safe” or “new” address because a support agent told you to.
- Never install remote-access software for someone who contacted you.
How to reach real support at major US exchanges
Always get phone numbers and hours from the company’s own help site, linked below, since they change.
- Coinbase: chat, phone, email and mail through its help center. Its phone number is listed on its own compromised-account page. Coinbase says no one will ever ask for your password or 2FA codes, or ask you to move assets to a new address, and it will never ask you to contact an unknown number.
- Kraken: voice support, where available, is started from “Call us” in the app’s Support tab and can’t be reached by dialing a number. Kraken says it does not publish direct dial-in numbers, and such listings are phishing.
- Gemini: its main support channel is email and its support request form. Gemini says it won’t call or text you about support unless you’ve arranged a call with its support team by email.
- Crypto.com: in-app chat or chat.crypto.com. Its iOS app shows a live call warning: if the banner confirms Crypto.com isn’t calling you, hang up.
- Binance.US: live chat and phone support, with current details on that page. Binance.US says its team will never call you, send an unsolicited direct message, or ask for your password or security codes.
- Robinhood: request a callback when you contact support in the app or on robinhood.com; you’ll get a notification showing the number it will call from. Robinhood Crypto also has a phone line listed on the same contact page; use the number shown there, not one from a search result. Robinhood says it will never ask for your password, 2FA code or recovery phrase, and warns against using phone numbers found through a browser search.
If you already talked to fake support
- From a clean device, change your exchange and email passwords and reset two-factor authentication.
- Contact the real exchange through its official app or site to lock your account and report what happened.
- If you shared a recovery phrase, move any remaining funds to a new wallet immediately.
- Report it to the FBI at ic3.gov and to the FTC, and follow our first-72-hours checklist.
Exchange support: common questions
Does Coinbase have a customer service phone number?
Yes. Coinbase lists its phone support on its own help site (help.coinbase.com), along with chat and email. Use the number shown there rather than one from a search result, and remember Coinbase will never ask for your password or 2FA codes.
Someone called saying they’re from my exchange’s security team. Is it real?
Treat it as a scam until proven otherwise. Binance.US says it will never call you, Gemini says it won’t call unless you’ve arranged it by email, and Kraken doesn’t publish dial-in numbers. Hang up and contact the exchange through its official app.
Support asked for my recovery phrase to “verify” my wallet. Should I give it?
Never. Anyone with your recovery phrase can take everything in the wallet. No real exchange or wallet support team will ask for it.
My account was hacked and support hasn’t replied. What can I do meanwhile?
Secure your email first and change passwords from a clean device. Use the exchange’s official account-lock option if it has one, file a report at ic3.gov, and keep the support ticket number. Don’t turn to “recovery” services that contact you.
This guide is general information. ChainWatch is not affiliated with any exchange named here. Support details were checked on each company’s own website in September 2026 and can change; always confirm on the official site.
Sources
- FTC: fake customer service numbers
- FBI/IC3 PSA220316 and PSA221221
- Coinbase: contact support, compromised account, tech support scams
- Kraken: phone support
- Gemini: will Gemini ever call me?, customer support
- Crypto.com: avoiding scams, live in-app call warning
- Binance.US: contact support
- Robinhood: contact support, identify and report scams
The information on this page was checked against the sources listed on September 29, 2026. Laws, agency guidance, company policies and contact details change, so please verify the current information with the original source before you act.