Where is my credit/debit card deposit?

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 make sure that the transaction was successful with your bank. In some cases, your funds may not have arrived with us because your bank may have rejected the transaction without your knowledge.

• Please check your emails. When using a credit/debit card for the first time, sometimes we may reach out to you via email to request a PDF bank statement that covers at least a 3-month period where we can see your full name, bank details, and the transaction to Coinmetro. Please note that we cannot process your deposit until your statement has been received. Learn more

• Ensure make sure your Coinmetro account is fully verified. You can check the status of your verification by clicking here.

Usually, if your card transaction is unsuccessful, it will be due to one of the common reasons below:

• The card was registered in a country outside of the EEA (please see notice below)

• The name on your card does not match the name on your Coinmetro account

• The transaction was declined by your bank. Please contact your bank to clarify this

• The card is not valid for e-commerce, cryptocurrency, or foreign transactions

• The card is not enrolled for 3D Secure transactions

• There are insufficient funds on the card, or you've exceeded a card limit

• You entered the wrong 3D Secure password

• You entered the wrong CVC code or expiry date

• The card is expired

• The card is pre-paid. Learn more

• Repeated amounts of small transactions have been sent from the card

• The deposit amount is over 5,000 EUR/GBP/USD.

If you have checked all of the above and your bank has confirmed that the transaction was successful on their side, please contact our customer support team for more information.

Important Notice for Non-EEA-registered Credit/Debit Card Holders

Unfortunately, due to some recent changes with our credit card payment provider, we are currently experiencing a temporary issue with deposits made from cards issued in countries outside of the European Economic Area (EEA).

We would like to assure you that this issue is being worked on in the meantime, and it is still one of our priorities to enable card deposits for cards issued in countries outside of the EEA again, and our goal is to support these deposits again as soon as we possibly can.

We apologize for any inconvenience that may be caused by this. In the meantime, you can still make a fiat deposit using the bank transfer method, whilst also benefitting from lower transaction fees, and of course, you can still deposit crypto. 

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