If your USD deposit hasn’t appeared in your Coinmetro account, don’t worry. Here are some common reasons and quick steps you can take to resolve the issue.
✅ 1. Does the Account or Card Name Match Your Account?
To protect your funds and ensure compliance, third-party deposits are not allowed. The name on your bank account or card must match the name on your Coinmetro account. If it doesn’t, the deposit will be rejected and returned at your expense.
💳 2. Was the Transaction Successful?
Check with your bank or card issuer to confirm that the transaction was successful. Sometimes a deposit may appear to go through, but your bank may silently reject it without notifying you.
Additionally, make sure you have sufficient funds in the sending account.
📧 3. Check Your Email Inbox
We may have reached out to you for some further information, or, if you're making a first-time card deposit, we may ask you to verify the payment by providing a PDF bank statement (covering at least 3 months). This document must clearly show:
Your full name
Bank details
The transaction to Coinmetro
Please note: We can’t process your deposit until the requested information is received.
🔐 4. Is Your Account Verified?
You must have a fully verified Coinmetro account to deposit fiat.
📝 5. Were the Details Entered Correctly?
If you deposited via Fedwire or SWIFT, make sure our banking details were entered correctly before you sent the funds. If any details are incorrect, please contact our customer support team immediately at hello@coinmetro.com.
⚠️ 6. Did You Include Your Compulsory Reference? (USD SWIFT)
Make sure that you included your compulsory reference when depositing USD via SWIFT. This allows our banking partner to locate the funds and allows our team to assign the funds to your Coinmetro account.
Important: If you forgot to include your compulsory reference, please contact our customer support team immediately at hello@coinmetro.com.
⏱️ 7. Has the Specified Deposit Time Passed?
If you've deposited USD via Domestic Fedwire or SWIFT, make sure the specified deposit time has passed.
Personal accounts: For USD Fedwire and SWIFT deposits, please allow 3 business days for the funds to arrive.
Business accounts: For USD Fedwire deposits, please allow 2 business days
If it has been longer than the above-specified timeframe, please contact our customer support team.
💬 Still Need Help?
If you’ve checked all of the above and your bank confirms the transaction was successful, please contact our Live Customer Support team between 10:00 and 22:00 UTC. We’re here to help!