NBA star Kevin Durant has finally regained access to his Coinbase account, restoring control of the bitcoins he purchased nearly a decade ago. The news came Friday via a social media post from Coinbase CEO Brian Armstrong, who confirmed the resolution.
“We got this fixed. Account recovery complete,” Armstrong wrote, replying to a tweet highlighting Durant’s long-standing struggle with accessing the cryptocurrency exchange. The announcement comes just days after Durant and his agent, Rich Kleiman, lightheartedly discussed the issue during CNBC’s Game Plan conference in Los Angeles.
“It’s just a process we haven’t been able to figure out,” Kleiman said Tuesday, referring to Coinbase’s account recovery protocol. “But bitcoin keeps going up … so, I mean, it’s only benefited us.”
Durant first bought bitcoin on Coinbase in 2016, after learning about the digital currency during a dinner with then-Golden State Warriors teammates. At the time, bitcoin traded between roughly $360 and $1,000, according to CoinGecko. Today, the cryptocurrency is valued at approximately $116,000.
While Durant and Kleiman—who are investors in Coinbase Global and promote the platform on their sports and entertainment website Boardroom—did not disclose the exact size of Durant’s holdings, the story has reignited conversation about the quality of Coinbase’s customer service. Many users have recounted difficulties in regaining access to accounts or troubleshooting other issues, raising broader concerns about the platform’s support capabilities.
Coinbase has faced several high-profile challenges in recent years. In May, the company disclosed that cybercriminals bribed a few overseas customer service agents to leak user data. In 2021, some customers criticized Coinbase’s new live phone support line, with one describing the service as “a joke.”
Addressing the ongoing concerns on Friday, Armstrong emphasized the company’s focus on improving customer support.
“We’re putting a big focus on getting better at customer support at both ends—improving products so fewer people need support, and providing a faster, higher quality experience when you do,” he wrote on X (formerly Twitter).
Coinbase did not immediately respond to CNBC’s request for details on what specific measures it plans to implement. Earlier this week, the company noted that it provides a 24/7 assistance hotline for users, alongside self-help resources for basic troubleshooting.
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