If your cryptocurrency deposit has not arrived in your CoinMetro account after the given timeframe, please ensure the following:
Please ensure that the token deposited is supported on our platform. You can see our list of supported assets here. If you have deposited an asset that is not supported by CoinMetro, please contact customer support for assistance in retrieving the funds. Fund retrieval may not be possible in some cases.
Please ensure that you have deposited your cryptocurrency token to the correct wallet address - if you have deposited with an incorrect or missing address, tag, or memo, please contact customer support for assistance in retrieving the funds. Fund retrieval may not be possible in some cases.
If you have deposited an ERC20 token, please ensure that your cryptocurrency was sent on the Ethereum network. CoinMetro does not support deposits via BEP2/smart chain or OMNI - this will result in your funds becoming permanently lost. We cannot recover funds once they are lost.
Always ensure to use sufficient gas to fund the transaction to the wallet address.
Please check your emails - as CoinMetro is a secure and regulated exchange, sometimes our team may reach out to customers for additional verification checks before being able to process your deposit.
Please note that transaction times can sometimes be delayed due to network congestion. We kindly ask you to please wait for at least 30 minutes for your deposit to arrive before contacting customer support.