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Yeah, I'm sure that "instant replies" are exactly what CoinBase customers are longing for. /s

• SwellJoe 9y ago
  They already have a chat with instant replies...that point you to a website with the answer they should have just linked you to when you went searching for the answer. I had to go through this rigamarole to reset my 2FA because my phone had to be reset and I didn't have backups of my Google Authenticator keys. The process went something like this: 1. Search docs for how to deal with lost 2FA device. Find entry about it. 2. Docs say, "contact support to blah blah blah" with a link to a realtime chat thing for support. 3. Ask question in chat thing. 4. Receive a link to a web page with a description of what to do from the chat bot 5. Follow those instructions, which involve logging in with a different browser (or incognito) and clicking "lost my device". 6. Verify identity, etc. etc. which finally gets the ball rolling on fixing the problem, which takes a couple of days, as I think it actually involves a human at this point, though I never actually talked to one. It wasn't super painful, but it made me think, "What idiot came up with this? Why would I want to talk to chat bot only to have it take me to the web page that it should have directed me to in the first place when I was looking at the documentation?"