Crypto deposits are almost instant, but they can take longer when the blockchain is busy. Here's what to check, and what to do if your deposit still hasn't appeared.
How long should my deposit take?
Deposits are almost instant once your transaction has been confirmed on the blockchain. When the network is busy, confirmation can take longer.
If your transaction is still showing as pending or unconfirmed, it hasn't reached MetaWin yet. Please wait for it to confirm.
Check your transaction
Find your transaction hash (TXID) in the wallet or exchange you sent from, and enter it into a blockchain explorer such as Etherscan (Ethereum) or Blockchain.com (Bitcoin). This shows whether the transaction has confirmed. Not sure where to find it? See How do I find my transaction hash?
Your transaction has confirmed but your balance hasn't updated
If the explorer shows the transaction as confirmed, check these common causes:
Below the minimum: each currency has a minimum deposit. Deposits below it are not credited and can't be recovered. Check the amounts in minimum deposit requirements.
Wrong network or currency: the network and currency must match the deposit address shown on MetaWin. See My deposit is missing.
Wrong account: if you logged in with a different wallet or email from the one you deposited with, the funds may be in another MetaWin account. Log in with the same method you used for the deposit.
Fees: network fees are deducted before funds arrive, so the amount credited may be slightly less than you sent.
For more on these, see Why can't I see my crypto transaction?
Your transaction isn't showing on the blockchain at all
If the explorer has no record of your transaction, or it hasn't been sent, contact the support team of the exchange or wallet you sent it from. MetaWin can't see or speed up a transaction that hasn't reached the blockchain.
Still need help?
If your transaction has confirmed and you've checked the points above, contact our support team through the Support section on the left-hand side of your account. Please include:
Your transaction hash (TXID). Please send the hash itself, not a link to a blockchain explorer.
The currency and network you used.
The amount you sent.
The date and time you sent it.
This lets our team look into your deposit straight away. We'll update you on your support ticket.