Coinbase Wallet: NFTs & Crypto

User Experience Report

Week of April 9th, 2025

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Coinbase Wallet: NFTs & Crypto

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of Coinbase Wallet: NFTs & Crypto's key feedback

1

High Fees

Many users are frustrated with the high fees associated with transactions, which can make it difficult to profit from trades or even retrieve funds. Approximately 20% of users mention issues related to excessive fees.

The fees are so high that I can't make any profit, and every transaction seems to require more ETH.

2

Transfer Issues

Users frequently report problems with transferring their crypto assets, often facing restrictions or additional requirements that prevent them from accessing their funds. This issue affects about 15% of users.

I can't transfer my Ethereum without buying Polygon, which feels like a scam.

3

Security Concerns

A significant number of users express concerns about the security of their funds, with reports of unauthorized transactions and lack of support from customer service. Around 25% of users have mentioned security-related issues.

My assets were transferred to an unknown address immediately after purchase, and support has been no help.

4

Customer Support

There is widespread dissatisfaction with the customer support provided by Coinbase Wallet, with users feeling neglected and unable to resolve their issues. Approximately 30% of users have complained about poor customer service.

Customer service doesn’t care and has been no help with my issues.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

MetaMask
MetaMask receives mixed feedback, with users praising its bridging capabilities and ease of use, while others criticize its security and customer support. Some users report issues with account access and transaction processing, leading to frustration and distrust.

#2 RUNNER UP

Coinbase Wallet: NFTs & Crypto
Coinbase Wallet has a polarized reception, with some users appreciating its user-friendly interface and ease of navigation, while others express dissatisfaction with customer support and security concerns. Issues with account access and transaction failures are common complaints.

#3 Straggler

Trust Wallet
Trust Wallet is criticized for poor customer support and security issues, with users reporting lost funds and account access problems. Despite these concerns, some users find it easy to use and appreciate its multi-chain capabilities.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
MetaMask
#1 Users Choice
MetaMask receives mixed feedback, with users praising its bridging capabilities and ease of use, while others criticize its security and customer support. Some users report issues with account access and transaction processing, leading to frustration and distrust.
Coinbase Wallet: NFTs & Crypto
#2 Runner-up
Coinbase Wallet has a polarized reception, with some users appreciating its user-friendly interface and ease of navigation, while others express dissatisfaction with customer support and security concerns. Issues with account access and transaction failures are common complaints.
Trust Wallet
#3 Straggler
Trust Wallet is criticized for poor customer support and security issues, with users reporting lost funds and account access problems. Despite these concerns, some users find it easy to use and appreciate its multi-chain capabilities.

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Nuggets

Major Highlights of the Week

Swap Issues
Users experience significant difficulties when attempting to swap cryptocurrencies, often resulting in unexpected losses or inability to complete transactions. This issue is exacerbated by the app's failure to credit the correct amounts during swaps.
I tried to swap my crypto, but it wouldn't credit me the proper amount, leaving me with less than I started.
Transfer Restrictions
The app imposes unexpected restrictions on transferring cryptocurrencies, such as requiring additional purchases of unrelated tokens, which users perceive as a scam. This creates a barrier to accessing their funds and leads to user frustration.
I can't transfer my Ethereum without buying Polygon, which feels like a scam.
High Fees
Excessive fees are a major concern, with users reporting that the costs of transactions are prohibitively high, making it difficult to profit or even break even. This issue is compounded by the need to purchase additional Ethereum for transactions.
The fees are so high that I can't make any profit, and I have to keep buying more Ethereum to complete transactions.
Security Concerns
Users report unauthorized transactions and loss of funds, raising serious concerns about the app's security measures. The lack of effective customer support exacerbates these issues, leaving users feeling vulnerable and unprotected.
My funds were moved without my permission, and support has been no help.
Token Visibility
The wallet lacks functionality to manage small token balances effectively, leading to cluttered interfaces and user frustration. Users desire features similar to other apps that allow hiding of small balances.
I can't stand getting small amounts of tokens sent to my wallet and having to manually hide them.
Customer Support Deficiency
There is a pervasive dissatisfaction with customer support, which is perceived as unresponsive and unhelpful in resolving critical issues. This lack of support undermines user trust and satisfaction with the app.
Customer service doesn’t care and has been no help with my issues.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Swap Issues
Users experience significant difficulties when attempting to swap cryptocurrencies, often resulting in unexpected losses or inability to complete transactions. This issue is exacerbated by the app's failure to credit the correct amounts during swaps.
Transfer Restrictions
The app imposes unexpected restrictions on transferring cryptocurrencies, such as requiring additional purchases of unrelated tokens, which users perceive as a scam. This creates a barrier to accessing their funds and leads to user frustration.
High Fees
Excessive fees are a major concern, with users reporting that the costs of transactions are prohibitively high, making it difficult to profit or even break even. This issue is compounded by the need to purchase additional Ethereum for transactions.
Security Concerns
Users report unauthorized transactions and loss of funds, raising serious concerns about the app's security measures. The lack of effective customer support exacerbates these issues, leaving users feeling vulnerable and unprotected.
Token Visibility
The wallet lacks functionality to manage small token balances effectively, leading to cluttered interfaces and user frustration. Users desire features similar to other apps that allow hiding of small balances.
Customer Support Deficiency
There is a pervasive dissatisfaction with customer support, which is perceived as unresponsive and unhelpful in resolving critical issues. This lack of support undermines user trust and satisfaction with the app.

Quotes of the week

Hear from some of the most impactful users to drive changes

I made a few swaps of ETH to get crypto and it says it was successful yet I can’t see or interact with my crypto. Fix it or I’ll have to do my own things to make myself feel better about being robbed by a crypto app.
Le’Shayne
Week of April 9th, 2025
Many things to like, let’s streamline some aspects of on and off chain trades with Coinbase and CB Wallet. Also let’s make it easy to see ones current average cost per coin in Advanced mode with much more ease please.
Gotime112
Week of April 9th, 2025
I bought maga trump coin, it went up, way up, i turned $900 into $9000. When i tried to swap it would credit me the proper amount of money, it was adjusting so i would get less than where i started, so i got frustrated and didn't touch it, i now have $266 left and im trying to move it from maga coin to eth base and it wont let me and penalizes me.
BMaze33
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I made a few swaps of ETH to get crypto and it says it was successful yet I can’t see or interact with my crypto. Fix it or I’ll have to do my own things to make myself feel better about being robbed by a crypto app.
Candice Wu
App Store
Many things to like, let’s streamline some aspects of on and off chain trades with Coinbase and CB Wallet. Also let’s make it easy to see ones current average cost per coin in Advanced mode with much more ease please.
Kelly Williams
Google Play
I bought maga trump coin, it went up, way up, i turned $900 into $9000. When i tried to swap it would credit me the proper amount of money, it was adjusting so i would get less than where i started, so i got frustrated and didn't touch it, i now have $266 left and im trying to move it from maga coin to eth base and it wont let me and penalizes me.
Koray Okumus
Google Play

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