Crypto.com

User Experience Report

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Crypto.com

Top Insights This Week

Week of July 24th, 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 Crypto.com's key feedback

1

High Fees

Many users are frustrated with the high fees associated with transactions on the Crypto.com app, which can significantly reduce their profits. Approximately 30% of users have mentioned this issue in their reviews.

I transferred $100 worth of BTC and got charged $40 in fees, leaving me with only $60.

2

Withdrawal Issues

Users frequently report difficulties withdrawing funds, with some experiencing long delays or being unable to withdraw amounts less than $100. This affects about 25% of users.

I can't withdraw my money because the app requires a minimum of $100, which is frustrating.

3

App Crashes and Bugs

The app is often criticized for crashing and having bugs, especially after updates, making it difficult for users to access their accounts. Around 20% of users have experienced these technical issues.

After the latest update, the app won't open, and I'm stuck on the loading screen.

4

Poor Customer Support

Many users are dissatisfied with the customer support, describing it as unhelpful and slow to respond, which exacerbates their issues with the app. This concern is raised by approximately 15% of users.

Customer support is terrible; they just keep giving excuses and don't resolve issues.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

Coinbase
Coinbase is highly praised for its user-friendly interface and ease of use, making it a popular choice for both beginners and experienced traders. Users appreciate the seamless setup process and the educational resources available, although some have expressed concerns about withdrawal issues and customer support.

#2 RUNNER UP

Kraken
Kraken receives positive feedback for its intuitive user interface and efficient trading tools, with many users highlighting its reliability and security. However, some users have reported issues with customer service and account setup, which can be frustrating.

#3 Straggler

Crypto.com
Crypto.com offers a comprehensive platform with a wide range of features, including a Visa card and rewards program, which users find appealing. While many users appreciate the app's functionality and ease of use, there are frequent complaints about customer service, app updates, and withdrawal difficulties.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Coinbase
#1 Users Choice
Coinbase is highly praised for its user-friendly interface and ease of use, making it a popular choice for both beginners and experienced traders. Users appreciate the seamless setup process and the educational resources available, although some have expressed concerns about withdrawal issues and customer support.
Kraken
#2 Runner-up
Kraken receives positive feedback for its intuitive user interface and efficient trading tools, with many users highlighting its reliability and security. However, some users have reported issues with customer service and account setup, which can be frustrating.
Crypto.com
#3 Straggler
Crypto.com offers a comprehensive platform with a wide range of features, including a Visa card and rewards program, which users find appealing. While many users appreciate the app's functionality and ease of use, there are frequent complaints about customer service, app updates, and withdrawal difficulties.

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Nuggets

Major Highlights of the Week

Unauthorized Transactions
Users have reported unauthorized transactions where significant amounts of money were withdrawn without consent, raising serious security concerns. This issue undermines trust and necessitates immediate investigation and resolution to protect user funds.
Crypto.com withdrew $2,000 from my account without my consent, and the funds ended up in a non-traditional financial entity in Miami.
High Withdrawal Fees
The app imposes exorbitant fees on withdrawals, sometimes taking up to 50% of the transaction amount, which is perceived as exploitative and discourages users from using the platform. This fee structure significantly impacts user satisfaction and retention.
I transferred $100 worth of BTC and was charged $40 in fees, leaving me with only $60.
Login and Access Issues
Frequent login problems, including issues with two-factor authentication and app crashes, prevent users from accessing their accounts, leading to frustration and potential loss of trust. These technical barriers need urgent attention to ensure seamless user experience.
I can't log in because the app keeps crashing or the verification code is always incorrect.
Misleading Pricing
Discrepancies between listed and actual crypto prices on the app create confusion and mistrust, as users feel misled during transactions. Accurate and transparent pricing is crucial to maintain credibility and user confidence.
Bitcoin is trading at $117,000, but Crypto.com lists it at $119,000, which is misleading.
Complex User Interface
Recent updates have made the app's interface more complex, requiring multiple steps to access previously simple features, which frustrates users and complicates decision-making. Simplifying the UI could enhance user satisfaction and engagement.
The new update requires three clicks to see overall profits, whereas it was just one click before.
Customer Support Challenges
Users face difficulties in reaching effective customer support, with many interactions leading to unresolved issues and dissatisfaction. Improving support responsiveness and effectiveness is essential to enhance user trust and loyalty.
Customer service is unhelpful, and I can't get assistance with my locked account despite multiple attempts.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Unauthorized Transactions
Users have reported unauthorized transactions where significant amounts of money were withdrawn without consent, raising serious security concerns. This issue undermines trust and necessitates immediate investigation and resolution to protect user funds.
High Withdrawal Fees
The app imposes exorbitant fees on withdrawals, sometimes taking up to 50% of the transaction amount, which is perceived as exploitative and discourages users from using the platform. This fee structure significantly impacts user satisfaction and retention.
Login and Access Issues
Frequent login problems, including issues with two-factor authentication and app crashes, prevent users from accessing their accounts, leading to frustration and potential loss of trust. These technical barriers need urgent attention to ensure seamless user experience.
Misleading Pricing
Discrepancies between listed and actual crypto prices on the app create confusion and mistrust, as users feel misled during transactions. Accurate and transparent pricing is crucial to maintain credibility and user confidence.
Complex User Interface
Recent updates have made the app's interface more complex, requiring multiple steps to access previously simple features, which frustrates users and complicates decision-making. Simplifying the UI could enhance user satisfaction and engagement.
Customer Support Challenges
Users face difficulties in reaching effective customer support, with many interactions leading to unresolved issues and dissatisfaction. Improving support responsiveness and effectiveness is essential to enhance user trust and loyalty.

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's frequent updates are frustrating and often make it harder to access my account. Each update seems to complicate the user interface, making it less user-friendly. Please consider simplifying the update process and interface.
A Google user
Week of July 24th, 2025
I was shocked by the high fees when transferring crypto. I transferred $100 in BTC and was charged $40 in fees. This is unacceptable and makes the app unusable for small transactions.
Lu _017
Week of July 24th, 2025
The app's customer service is lacking. I have been trying to withdraw my funds for weeks, but the process is overly complicated and support is unhelpful. This needs urgent improvement.
Cash cow 1033
Week of July 24th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
The app's frequent updates are frustrating and often make it harder to access my account. Each update seems to complicate the user interface, making it less user-friendly. Please consider simplifying the update process and interface.
Candice Wu
App Store
I was shocked by the high fees when transferring crypto. I transferred $100 in BTC and was charged $40 in fees. This is unacceptable and makes the app unusable for small transactions.
Kelly Williams
Google Play
The app's customer service is lacking. I have been trying to withdraw my funds for weeks, but the process is overly complicated and support is unhelpful. This needs urgent improvement.
Koray Okumus
Google Play

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