Crypto.com

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Crypto.com

Top Insights This Week

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 Crypto.com's key feedback

1

Customer Support Issues

A significant number of users, approximately 30%, report inadequate customer support, with complaints about unresolved issues and lack of communication. This leads to frustration and distrust in the platform.

Customer service is a joke - all you’ll be told is to be patient and this 'issue has been escalated'.

2

High Fees

Around 25% of users express dissatisfaction with the high and sometimes hidden fees associated with transactions, which they find unreasonable and detrimental to their trading experience.

The fees on this app are beyond unreasonable, with a $60 fee on a $180 withdrawal.

3

Account Access Problems

Approximately 20% of users face issues with account access, including login difficulties and prolonged verification processes, which hinder their ability to use the app effectively.

I’ve been locked out and can't get back in, requiring an authenticator app and facing long delays.

4

Transaction Delays

About 15% of users report delays in transaction processing, such as deposits and withdrawals taking longer than expected, which affects their ability to trade efficiently.

It's been over a week since upgrading to a new phone, and they won’t allow access to my account.

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COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Coinbase
Coinbase receives overwhelmingly positive feedback for its user-friendly interface, ease of use, and reliable customer service. Users appreciate the platform's simplicity, security, and the educational resources it provides for beginners.

#2 RUNNER UP

Kraken
Kraken is praised for its intuitive interface, low fees, and excellent customer service. Users find it easy to navigate and appreciate the platform's security features and the availability of a wide range of cryptocurrencies.

#3 Straggler

Crypto.com
Crypto.com receives mixed feedback, with users appreciating its wide range of cryptocurrencies and features like the prepaid Visa card, but criticizing its high fees, poor customer service, and account access issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Coinbase
#1 Users Choice
Coinbase receives overwhelmingly positive feedback for its user-friendly interface, ease of use, and reliable customer service. Users appreciate the platform's simplicity, security, and the educational resources it provides for beginners.
Kraken
#2 Runner-up
Kraken is praised for its intuitive interface, low fees, and excellent customer service. Users find it easy to navigate and appreciate the platform's security features and the availability of a wide range of cryptocurrencies.
Crypto.com
#3 Straggler
Crypto.com receives mixed feedback, with users appreciating its wide range of cryptocurrencies and features like the prepaid Visa card, but criticizing its high fees, poor customer service, and account access issues.

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Nuggets

Major Highlights of the Week

Account Access Issues
Users face significant challenges accessing their accounts, often due to verification problems or app malfunctions, leading to frustration and potential financial loss. The lack of effective customer support exacerbates these issues, leaving users stranded without access to their funds.
I was locked out of my account after a withdrawal request, and customer service has been unhelpful for days.
High Transaction Fees
The app imposes unexpectedly high transaction fees, which users find excessive and unjustified, especially for small transactions. This has led to dissatisfaction and accusations of the platform being a scam.
I transferred $100 worth of ETH and was charged a $20 fee, which feels like theft.
Customer Support Deficiencies
The customer support system is perceived as inadequate, with users reporting unresponsive or unhelpful interactions that fail to resolve their issues. This lack of support is a major pain point, leading to user dissatisfaction and distrust.
Customer service is a joke; they just tell you to be patient without providing any real help.
App Stability Problems
Frequent app crashes and forced updates disrupt user experience, making trading and account management cumbersome and unreliable. These technical issues can lead to financial losses due to missed trading opportunities.
The app crashes relentlessly, making trading nearly impossible and causing potential financial loss.
Delayed Transactions
Users experience significant delays in transaction processing, such as deposits and withdrawals, which can take days to complete. This delay undermines the app's reliability and frustrates users who expect timely financial operations.
It's been over a week since I upgraded my phone, and I still can't access my account due to delayed login emails.
Verification and Security Concerns
The app's verification process is problematic, with valid IDs often not accepted, and users feel exposed to security risks. This creates barriers to account setup and maintenance, leading to user frustration and potential security vulnerabilities.
The app wouldn't accept my valid government IDs, and there's no working customer service to resolve this.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Account Access Issues
Users face significant challenges accessing their accounts, often due to verification problems or app malfunctions, leading to frustration and potential financial loss. The lack of effective customer support exacerbates these issues, leaving users stranded without access to their funds.
High Transaction Fees
The app imposes unexpectedly high transaction fees, which users find excessive and unjustified, especially for small transactions. This has led to dissatisfaction and accusations of the platform being a scam.
Customer Support Deficiencies
The customer support system is perceived as inadequate, with users reporting unresponsive or unhelpful interactions that fail to resolve their issues. This lack of support is a major pain point, leading to user dissatisfaction and distrust.
App Stability Problems
Frequent app crashes and forced updates disrupt user experience, making trading and account management cumbersome and unreliable. These technical issues can lead to financial losses due to missed trading opportunities.
Delayed Transactions
Users experience significant delays in transaction processing, such as deposits and withdrawals, which can take days to complete. This delay undermines the app's reliability and frustrates users who expect timely financial operations.
Verification and Security Concerns
The app's verification process is problematic, with valid IDs often not accepted, and users feel exposed to security risks. This creates barriers to account setup and maintenance, leading to user frustration and potential security vulnerabilities.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is clean and easy to use, with lots of functions packed in. However, after an update, the app crashes relentlessly, making trading cumbersome and rarely possible. Be prepared to lose money because the time you buy and sell is totally random.
Keep private info private
I’ve been using for a while without issues, but got locked out and can't get back in. They now require downloading an authenticator app. After days of struggle, I was able to get in on desktop. I'm cashing out and ditching this site.
tbandom
I applied over a week ago, and the app says 'we’re on it' but so far no action has been taken, the promised email has not arrived. So I tried another crypto app and got immediate access.
K314159

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app is clean and easy to use, with lots of functions packed in. However, after an update, the app crashes relentlessly, making trading cumbersome and rarely possible. Be prepared to lose money because the time you buy and sell is totally random.
Candice Wu
App Store
I’ve been using for a while without issues, but got locked out and can't get back in. They now require downloading an authenticator app. After days of struggle, I was able to get in on desktop. I'm cashing out and ditching this site.
Kelly Williams
Google Play
I applied over a week ago, and the app says 'we’re on it' but so far no action has been taken, the promised email has not arrived. So I tried another crypto app and got immediate access.
Koray Okumus
Google Play

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