If you have deposited EUR and this has not arrived yet or is pending in your Coinmetro account, it is important to ensure the following.

For All EUR Deposits

Make sure that all details were entered correctly on the deposit form and that the correct details were provided to your bank. If any details are incorrect, please contact Support.
Please check your emails. As Coinmetro is a licensed and regulated exchange, sometimes we may reach out to you by email for some additional information on the transaction.
Make sure the name on your Coinmetro account matches the name on your bank account. Deposits from third parties will be returned at your expense.
Make sure you have sufficient funds available in your bank account. If you have insufficient funds, your deposit will have been rejected.
Make sure the transaction was successful with your bank. Your bank may have rejected the transaction without your knowledge.
Make sure your Coinmetro account is fully verified. You can check the status of your verification here.

For EUR SEPA Deposits

Ensure your bank account is correctly linked to your Coinmetro account. If using a new bank account, confirm it is linked through the deposit section in the app or web platform to avoid allocation delays.
Please allow at least two full business days for your deposit to arrive. If your funds have not arrived after this timeframe, please contact Support with the following details:
- Currency and amount of deposit
- Date/time the deposit was made
- Method of deposit
- A proof of payment document (a bank statement of transfer receipt) containing the following information:
  - Your name, IBAN, and BIC,
  - Coinmetro’s IBAN and BIC,
  - The date and amount of the transfer,
  - The SEPA reference.

To ensure quick processing, make sure your proof of transfer clearly shows:

Your full name as listed on the bank account.
Both sender and recipient IBAN information.
The exact transfer amount is prominently displayed.
A clear record of payment directed to Coinmetro. Providing the document as a single comprehensive PDF or screenshot can reduce verification delays.
Please make sure that your IBAN has been linked to your Coinmetro account. This will allow our finance team to assign your deposit without delays. If you have forgotten to add your IBAN, please link it to your account now and let our Support team know as soon as you have done so.

Access the deposit section via the Coinmetro mobile app or website.
Select the desired currency and deposit method (e.g., EUR - SEPA, USD - SWIFT).
Enter your bank account details, including your IBAN, as prompted.
Save the information to complete the linking process. This ensures that your deposits are matched efficiently, reducing delays related to allocation.

Please allow at least five full business days for your deposit to arrive. If your funds have not arrived after this timeframe, please contact Support with the following details:
- Currency and amount of deposit
- Date/time the deposit was made
- Method of deposit
- A proof of payment document (a bank statement of transfer receipt) containing the following information:
  - Your name, IBAN and SWIFT code
  - Coinmetro’s IBAN and SWIFT code
  - The date and amount of the transfer
  - Your compulsory reference number.

Please make sure that your Compulsory Reference was entered into the reference field. This allows our team to assign your deposit without delay. If you have forgotten to attach your Compulsory Reference, please email our customer support team at hello@coinmetro.com as soon as possible to inform them of this, and provide them with the information listed above.

We have recently updated our EUR SWIFT banking details which can be found on the deposit screen after selecting the EUR SWIFT option. If you have deposited to our previous banking details, rest assured that the funds will automatically be returned to your bank account.

If you have deposited EUR via credit/debit card, please make sure that:

The name on your card matches the name on your Coinmetro account.
The card is valid for e-commerce, cryptocurrency, or foreign transactions (if you're unsure, contact your bank to clarify this).
The card is enrolled for 3D Secure transactions.
You have sufficient funds and have not exceeded any limits.
You have entered the correct 3D Secure password.
You have entered the correct CVC code or expiry date.
The card is still valid.
The card is not prepaid (we do not accept prepaid cards and the funds will be returned to you at your expense).
The deposit amount is no more than 5,000 EUR.

If you have carefully checked all of the above and you are still having issues with your deposit, please contact our Customer Support team.