If you are experiencing some technical issues when trying to submit your documents for profile verification, here are some troubleshooting steps that may be helpful for you.


For the Coinmetro App

  • For the iOS (iPhone/iPad) App:

    For certain iOS/iPhone devices, the following method may work:

    1. Close the Coinmetro App;

    2. Go to your phone Settings > General > iPhone Storage;

    3. Select the Coinmetro app;

    4. Next to Cache, click on Clear > ok.

    If the above method is not available for you, please try the following:

    1. Close the Coinmetro App;

    2. Go to your phone Settings > General > iPhone Storage;

    3. Select the Coinmetro App;

    4. Click on Delete App, then reinstall and try again.

  • For the Coinmetro Android App (Samsung, Huawei, Google Pixel etc.)

    1. Go to Settings > Device Care;

    2. Click Optimise now. Once complete, tap Done.

    Should the above method fail, please try the following:

    1. Go to Settings > Apps;

    2. Select the Coinmetro App > Storage

    3. Click on Clear Cache;

    4. Re-open the Coinmetro App, log in and try again.


For the Mobile Browser version of Coinmetro

  • For Mobile Browsers on iOS (iPhone/iPad):

  1. Open your phone Settings;

  2. Click on Accounts & Passwords;

  3. Tap on the Browser's icon;

  4. Click on clear history and website data;

  5. In the dialogue box that pops up, tap clear history and data to confirm the selection.

  6. Open the Browser app, head to coinmetro.com and try again.

  • For Mobile Browsers on Android Mobile Devices (Samsung, Huawei, Google Pixel etc.)

  1. Go to Settings > Device Care;

  2. Click Optimise now. Once complete, tap Done.

    Should the above method fail, please try the following:

  1. Go to Settings > Apps;

  2. Select the relevant Browser App > Storage

  3. Click on Clear Cache;

  4. Re-open the Browser, log in and try again.


What if none of the above steps works for me?

Should the above steps fail regardless of which device you are using, we would advise you to please try using another device, or contact customer support.

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