If your cryptocurrency withdrawal has not arrived after the given timeframe, please ensure the following:
If you're withdrawing to a new wallet address for the first time, please make sure you have checked for a confirmation e-mail with the subject line: "💸 Funds on the move". Make sure you confirm and follow the link through until the screen shows the withdrawal is confirmed.
Please ensure that you have withdrawn your cryptocurrency asset to the correct wallet address. If you have withdrawn to an incorrect address, unfortunately, this is not possible for us to retrieve the funds once they have left our platform.
Make sure your Coinmetro account is fully verified. You can check the status of your verification here. As we are licensed and regulated, all Coinmetro users must have a fully verified account before they can initiate transactions.
Cryptocurrency withdrawals can at most take up to 24 hours to be processed, but generally, a withdrawal will be approved and sent out within minutes. Please note that transaction times can sometimes be delayed due to network congestion.
- Please check your emails. As Coinmetro is a secure and regulated exchange, sometimes our team may reach out to customers for additional information before being able to process your withdrawal.
- If you are withdrawing tokens to an external wallet such as Metamask, please ensure that you have added the token as a custom token on the wallet.
Check the explorer for your cryptocurrency token to see if the transaction has been completed on the network. You can find out how to do this here.
It is advised to withdraw only to a destination that you possess full access to, not to another exchange or for making payments.
If you have made sure of all of the above and you are still having issues with your withdrawal, please contact our Customer Support team.