“Over the course of this year we have invested significant resources to increase trading capacity on our platform and maintain availability of our service,” the company said in the email. “We have increased the size of our support team by 640 percent and launched phone support in September. We have also invested heavily in our infrastructure and have increased the number of transactions we are processing during peak hours by over 40x.”
Despite the sizable and ongoing increases in technical infrastructure and engineering staff, Coinbase reminds customers that access to services “may become degraded or unavailable during times of significant volatility or volume. This could result in the inability to buy or sell for periods of time. Despite ongoing increases in our support capacity, our customer support response times may be delayed, especially for requests that do not involve immediate risks to customer account security.”
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