In the last few months demand for the cryptocurrency has grown considerably, and the exchange began to experience difficulties with the increasing influx of new users. Among them the largest US crypto currency exchange Coinbase.
Yesterday the company published a post in which he admitted their difficulties in the identification of customers and told how plans to cope with them.
The graph below shows the growth in the number of users of Coinbase for the period from January 2014. Starting in November 2017, the company no longer updates this data, but one look at the chart is enough to understand the level of demand for services of the exchange in the last quarter of 2017. At the peak Coinbase has added 100 thousand users in one day.
One of the problems faced by Coinbase on the background of rapid growth of the customer base is the rate of customer identification. At the moment the company is not able to provide quick verification of users immediately after registration.
To solve this problem, Coinbase has replaced the existing system of verification of new, created on the basis of machine learning. The company claims that the new system was able to successfully confirm the identity of about 90% of the customers.
Coinbase also announced the signing of a cooperation agreement with new partner identification, in order to ensure balance during periods of peak load. The name of this company was not specified.
As for the remaining 10% of users that cannot be identified with the new system, in most cases the problem is in the downloaded documents, says Coinbase. The identification system will not be able to check, if the downloaded images are cropped, have low resolution or blurred.
Previously in such cases, users have to contact and solve this issue with customer support, but it took time. Now, if verification can not be hold, Coinbase to send automatic email notification to the customer stating the reasons why he failed to complete the verification process, and possible solutions to this problem.
The new verification system already running on the exchange website. In mobile applications it will be introduced in the coming weeks.
Recall that earlier this month, Coinbase have found another problem – an additional fee on VISA and Mastercard with the purchase of the cryptocurrency.