If Coinbase Prime shows: “We can’t connect right now, a corporate network, VPN, proxy, firewall, antivirus tool, or browser extension may be preventing Prime from loading. Your funds are safe.”
Prime uses two types of streaming connections to keep information up to date:
Server-sent events (SSE)
WebSocket connections
Some security tools allow regular web traffic but block, inspect, or delay these long-lived connections. This can cause Portfolio, Trade, Activities, Balances, or Financing pages to spin, time out, or fail to load.
If You Cannot Access Prime At All
If you cannot open prime.coinbase.com, your organization may be blocking access to the Coinbase domain. This is different from a partial block, where Prime loads but some pages or features fail because streaming connections are blocked. Ask your IT team to allowlist the applicable Coinbase domains and review VPN, proxy, firewall, and TLS/SSL inspection settings.
If Streaming Connections Are Blocked
If basic API connectivity passes but SSE or WebSocket checks fail, your organization’s network may be blocking Prime’s streaming connections.
Ask your IT or network team to review the following:
VPN and secure web gateway settings
Firewall rules
TLS/SSL inspection or re-encryption policies
Antivirus web protection
Browser security or content-filtering extensions
Your IT team may need to bypass TLS/SSL inspection and allowlist Coinbase Prime domains, including:
prime.coinbase.com
www.coinbase.com or other applicable coinbase.com domains used by your organization
They should also confirm that both WebSocket and server-sent event traffic are permitted and are not being buffered, reset, or timed out by a proxy or security gateway.
Do not disable security controls without approval from your IT or security team. A safer approach is to create a targeted exception for the required Coinbase domains and connection types.
Steps You Can Try
If your organization allows it, try the following:
Select Retry in Prime.
Perform a hard refresh of the page.
Disconnect from your VPN and try again.
Try another browser or temporarily disable browser extensions, especially ad blockers or web-protection extensions.
Try another device or network, such as a mobile hotspot, to determine whether the issue is specific to your corporate network.
If Prime works on another network but not on your corporate network, share the connection-check results with your IT team.
If Basic API Connectivity Fails
If the basic API check fails, Prime could not confirm connectivity to the service. Try again after checking your internet connection. If the issue continues, contact your IT team or primeops@coinbase.com.
If All Checks Pass or The Result is Inconclusive
A passing or inconclusive result does not confirm that your network is working perfectly. Retry the page and check whether the issue continues. If it does, contact primeops@coinbase.com and include:
The affected Prime page or feature
The approximate time the issue occurred
Your browser and operating system
Whether the issue affects other users at your organization
Whether Prime works on another device or network
A screenshot of the error and connection-check result
Prime Support may request a HAR file or other network diagnostics. HAR files can contain cookies, page content, and other sensitive information. Only create or share one when requested, and use your organization’s approved secure file-transfer process.
What To Ask Your IT team
You can share this checklist with your IT team:
Confirm that Coinbase Prime can load regular web requests but may be unable to establish SSE or WebSocket streaming connections.
Check whether our VPN, secure web gateway, firewall, antivirus web protection, or browser extensions are blocking or inspecting Prime traffic.
Review TLS/SSL inspection settings and add an inspection bypass for Prime traffic where appropriate.
Confirm that prime.coinbase.com and applicable Coinbase domains are allowlisted.
Confirm that WebSocket traffic is permitted.
Confirm that server-sent event (SSE) traffic is permitted.
Document any blocked, inspected, or modified traffic and the exception applied.