If you have withdrawn AUD and this has not arrived yet or is pending in your Coinmetro account, it is important to ensure the following:
We kindly ask that you allow five full business days for your funds to arrive. Banking cut-off times, weekends, and holidays can affect how long it takes for funds to travel from us, through intermediary banks to reach your bank. If your funds have not arrived after five full business days, please contact your bank. If your bank is unable to locate the funds, please contact our customer support team.
If you're withdrawing to a bank account 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.
Check the status of your withdrawal. You can find all information on how to do this here. If the transaction shows as "Sent", this means it has been completed from our side and the funds are on their way to your bank.
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 that all banking information was entered correctly on the withdrawal form. If any details were entered incorrectly, please contact support.
Make sure the name on your Coinmetro account matches the name of your bank account. Withdrawals to third parties will be rejected and returned to your Coinmetro account.
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.
Please contact your bank to check if they have rejected the transaction. Sometimes, banks can reject your funds without your knowledge. This could be for various reasons; for example, they may not support transactions from cryptocurrency exchanges.
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.