If you are having issues with your EUR, USD or GBP credit/debit card deposit, please ensure the following:

  • The cardholder's name matches the account name. Deposits from third parties are not permitted and will be returned to you at your expense;

  • Please ensure that the transaction was successful with your bank. Your funds may not have arrived because your bank may have rejected the transaction without your knowledge;

  • You have checked your emails. When using a credit/debit card for the first time, or for an amount over 1000 for the first time, we will reach out to you via email to request a PDF bank statement that covers the at least a 3-month period where we can see your full name and transaction to Coinmetro. Please note that we cannot process your deposit until your statement has been received.

    As Coinmetro is a regulated exchange; sometimes we are required to carry out additional checks on transactions due to legal and regulatory requirements. This is to protect both ourselves and you from malicious activities;

  • Ensure that your Profile Verification and Address Verification have been approved. You can check the status of your verification by clicking the button below;

  • The card is valid for e-commerce, cryptocurrency, or foreign transactions. Your deposit would have been rejected by your bank if your card does not support these kinds of transactions;

  • The card is enrolled for 3D Secure transactions;

  • You have sufficient funds and have not exceeded card limits. If you have insufficient funds, your payment would have been rejected by your bank;

  • You have entered the correct 3D Secure password;

  • You have entered the correct CVC code or expiry date;

  • The card is not expired;

  • The card is not a pre-paid or virtual card;

  • The amount is no more than 5,000 EUR/GBP/USD.

If you have ensured all of the above and you are still having issues, please contact our 24/7 live customer support team.

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