If your cryptocurrency deposit has not arrived in your Coinmetro account after the given timeframe, please ensure the following.
Please ensure that the token deposited is supported on our platform. You can see our list of supported assets here. If you have deposited an asset that is not supported by Coinmetro, please contact customer support for assistance in retrieving the funds. Fund retrieval may not be possible in some cases.
Please check that the transaction has reached the required amount of confirmations on the network. For a full list of our expected deposit times and confirmations required, please visit our Help Center article here.
Check with the sending wallet or exchange that the transaction was successful. Your funds may not have arrived because the sending wallet or exchange may have rejected the transaction without your knowledge.
- Please ensure that you have deposited your cryptocurrency token to the correct wallet address. If you have deposited with an incorrect or missing address, tag, or memo, please contact support for assistance in retrieving the funds. Fund retrieval may not be possible in some cases.
- If you have deposited an ERC-20 token, please ensure that your cryptocurrency was sent on the Ethereum network. Coinmetro does not support deposits via BEP2/smart chain or OMNI, and this may result in your funds becoming permanently lost.
- Always ensure to use sufficient gas to fund the transaction to the wallet address.
Please check your emails. As Coinmetro is a secure and regulated exchange, sometimes our team may reach out to customers for additional verification checks before being able to process your deposit.
Ensure that your account is fully verified. You can check the status of your verification by clicking the link below.
Please note that transaction times can sometimes be delayed due to network congestion. We kindly ask you to please wait for at least 30 minutes for your deposit to arrive before contacting support. You can find our expected crypto deposit times here.
If you have ensured all of the above and you are still having issues with your cryptocurrency deposit, please contact our support team.