Why are my funds unavailable?

Sometimes when you have crypto or fiat currencies within your account balance, some or all of this balance may not be available for use. This could be for a variety of different reasons.

Pending Deposit

If you have made a recent fiat or cryptocurrency deposit, please note that although the funds will present as visible in your account, the funds will not become available for trading until the deposit has been approved by the finance department.

Please note that you can check the status of your deposit from your Coinmetro Wallet. From the Wallets page, scroll down until you find the relevant currency under 'My Wallets'. Then, click on it to find the deposit status.

Once the deposit has been approved, the funds will then become available in your wallet balances to use for trading and the transaction will appear as 'completed' under your Transaction History.

Pending Withdrawal

If you have made a recent withdrawal request, please note that although the funds have been debited from your account, the funds will be allocated within a pending withdrawal until this has been approved by the finance department.

Please note that you check if your funds are allocated in a pending withdrawal from your Coinmetro Wallet. From the Wallets page, scroll down until you find the relevant currency under 'My Wallets'. Then, click on the currency to find the withdrawal status.

Please note that with this method, you can only see whether the withdrawal is pending. Once the withdrawal has been sent, the funds are deducted from your Wallet Balances and the transaction will appear as 'sent' under your Transaction History.

Allocated Funds

Your unavailable funds may be unclaimed, allocated, or in use for a variety of possible reasons:

• pending limit order;

• TraM allocation

• allocated as collateral within the margin platform;

• allocated within a staking program;

• unclaimed rebates, referral rewards, or staking rewards.

Please note that you can see all of your allocations by firstly heading to your Coinmetro Wallet and then clicking on the relevant currency under 'My Wallets'.

Once these funds have been unallocated or claimed, they will become available again for trading.

We kindly ask that you please ensure you have checked all of the above before contacting support.