Onboarding as a Coinmetro user involves a few extra steps behind the scenes to ensure we meet regulatory, safety, and compliance requirements. This guide explains what happens after you submit your details, what may cause delays, and how you may be able to speed things up.

🧾 What Happens After You Sign Up

Once you create your account and submit your information for account verification, several automated and manual checks begin immediately.

🔍 Identity & Address Verification (KYC)

We verify your information using secure third-party partners. These checks include:

Identity document verification
Proof of address validation
Liveness/face-match checks
Running regulatory checks required by law, which may include checking your details against relevant databases

If all checks pass automatically, onboarding is usually completed within a few minutes.

🛠️ Internal Processes That May Cause Delays

These internal steps aren't visible to users, but they play a key role in how fast your account onboarding is completed.

✍️ Manual Review Steps

If any automated checks fail or return unclear results, your application is routed to our verification team for manual review. Manual review may occur when:

Document images are blurry or unreadable
Information doesn’t match across documents
Additional verification is needed (such as proof of address or source of funds)
We need to ask you for some additional questions to ensure account security

During this time, your submission may be placed on hold until we receive the required documents or information. Once the requested documents or information have been provided, your submission will usually be approved within 24 hours.

🌐 Third-Party Provider Delays

We work with trusted compliance partners such as verification and screening vendors. During high-traffic periods or maintenance windows, their processing times may slow, which can delay your onboarding.

🧩 System & Workflow Delays

Some parts of the onboarding workflow depend on internal system communication.

⏳ Queue Times During High Volume

When we experience a surge in new users, manual verification queues may extend.
In these cases, onboarding can take up to 48 hours.

⚖️ Extra Risk Checks

Sometimes we may need to carry out deeper checks. This can happen, for example, when:

Occupation or financial profile requires additional verification
Information related to your location or previous activity needs a closer look
Activity requires more detailed checks

These checks can extend processing time.

🛑 Temporary Holds

Your account may be placed under temporary restrictions, or onboarding may be paused if:

Additional documentation is needed
A discrepancy needs clarification
A compliance review is in progress

🚧 Why You Might Not Be Able to Continue Seamlessly

Sometimes, internal blockers prevent onboarding from continuing automatically, including:

An incomplete document submission
The need to request additional proof of address
A mismatch between identity and address data
Verification queues
A manual reviewer needing clarification

When this happens, our customer support team will reach out to you via email with the next steps. Your onboarding will remain on hold until the requested information is provided, and will usually be approved within 24 hours of receiving sufficient information.

⚠️ Potential Technical Issues

While most users complete onboarding smoothly, technical issues can occasionally cause delays. These are usually temporary, but worth being aware of:

Platform or App Glitches

Sometimes the mobile app or web platform may experience slow loading, freezing, or failure to submit forms due to:

Temporary server congestion
Browser incompatibilities
Outdated app versions
Cached data blocking updates

Fix: Try updating the app, switching browsers, clearing cache, or restarting the device. If you are still having issues, contact our customer support team for assistance.

Upload Failures for Documents

Document uploads may fail or get stuck if:

Files are too large
Images are blurry or dark
Unsupported formats are used
Network connectivity drops during upload

Fix: Use JPG/PNG/PDF, ensure good lighting, and upload using a stable internet connection. If you are still having issues, contact our customer support team for assistance.

Verification Flow Looping

In rare cases, the onboarding flow may:

Loop back to the identity step
Not register completed actions
Fail to sync with internal systems

Cause: Delays in syncing between third-party verification providers.

Email or SMS Code Delivery Delays

Verification codes may arrive late or not at all due to:

Spam filtering
Carrier delays
High traffic periods
Outdated contact details

Fix: Check spam/junk, ensure contact details are correct, and request a new code after 30–60 seconds. If you are still having issues, contact our customer support team for assistance.

High Traffic Periods

During times of increased market activity or promotional campaigns, system performance may slow slightly. This may temporarily impact:

Verification submissions
Response times in manual review queues
Real-time syncing with third-party services

🖥️ Internal Technical Issues

Sometimes delays happen due to technical issues on Coinmetro’s side, even if your documents are submitted correctly. Examples include:

Server or database maintenance – Temporary outages or updates can slow verification processing.
System sync delays – Information from the verification platform may take longer to appear in our internal dashboards.
Queue overload – During high signup periods, the backend may process verification requests more slowly.
Internal bug or error – Rare software issues may temporarily block a submission from advancing through the workflow.

What you can do: Usually, there’s nothing you need to do in these cases — these issues are resolved by our team as quickly as possible. If a delay persists, you can contact our customer support team for updates.