If your deposit hasn't appeared yet, first check our guide Waiting for your deposit? Most deposits are simply waiting for blockchain confirmations and arrive on their own. If your deposit has been fully confirmed but still isn't in your balance, one of the issues below may be the cause.
Deposits below the minimum
Each currency has a minimum deposit amount, shown on the deposit page and in What are the minimum deposit requirements? Deposits below this minimum can't be credited to your account, and unfortunately they can't be recovered or returned. Always check the minimum before sending.
Deposits sent on the wrong network
Every deposit address is for one specific network, shown on the deposit page. If funds are sent on a different network, they won't appear in your balance.
In some cases, we can request a recovery from our finance team. If the recovery is successful, a $5 admin fee is deducted from the recovered amount. We're unable to give a timeframe for recovery, but we'll let you know once the request has been reviewed.
To request a recovery, contact our support team through the Support section on the MetaWin website and copy and paste the following:
The transaction hash (TX hash), copied and pasted as text, not a link or a screenshot
The network you used
Whether you deposited from a Web3 wallet (a wallet you control, connected to MetaWin) or a custodial wallet (such as an exchange account)
Avoiding deposit issues
Before you send, always check that the network you're sending on matches the network shown on the deposit page, and that your amount is above the minimum.
Need further assistance?
Contact our support team through the Support section on the MetaWin website, and we'll be happy to help.