Why is my deposit on hold?
From 1 July 2026, Australia's Travel Rule requires all AUSTRAC-regulated digital currency exchanges, including Coinstash, to receive information about the sender of a crypto transfer before crediting it. This is the same standard that has applied to bank transfers for years, and it applies to transfers of any size.
Most of the time, this happens automatically between compliant platforms and you won't notice anything.
Your deposit may need manual verification if:
The sending platform didn't transmit the required sender information with your transfer
The sender details we received don't match the name on your Coinstash account
You sent the funds from a self-custody wallet we haven't verified before
The sending platform isn't recognised in our systems
Your funds are safe. They've arrived on the blockchain and are being held pending verification — they haven't been lost or rejected. A hold doesn't mean you're suspected of anything; it means we're legally required to confirm who sent the funds before we can credit them.
What you'll need
A screenshot from the platform or wallet you sent the crypto from:
The transaction details — showing the withdrawal/send record for this specific transfer
Your profile or account details — showing the account the transfer came from belongs to you
Transaction details
Your screenshot must clearly show:
The transaction ID (TXID/hash) for the transfer
The destination address — this must match your Coinstash deposit address in full
The asset and amount sent
The date and time of the transaction
The platform's interface — the app or website itself must be visible (browser bar, app header, or platform branding)
Important: The screenshot must come from the sending platform or wallet app itself — not from a block explorer like Etherscan or Blockchain.com. Block explorer pages are public and don't prove the transaction came from your account.
Profile details
While still logged in to the same platform, open your profile, account, or settings page
Your full legal name as registered on that platform, and/or
1. Residential/Registered address; or
2. Account/User ID; or
3. ACN/ABN or Passport / DL number
Your registered email address
The platform's interface, so it's clear which service the account is held with
The name on the sending account must match the name on your Coinstash account. Under the Travel Rule, we can only accept deposits sent from your own accounts and wallets — transfers sent on someone else's behalf can't be credited and may be returned to the originating platform.
If you sent from a self-custody wallet (e.g. MetaMask, Ledger, Trust Wallet): there's no profile page, so instead screenshot your wallet app showing the sending address in full alongside the transaction in your wallet's activity/history view. A photo of a hardware wallet device displaying the address is also acceptable. Screenshots must come from the wallet software itself, not a block explorer.
Screenshot requirements checklist
Before submitting, check that your screenshots meet all of the following. Screenshots that don't meet these requirements will be rejected and you'll be asked to resubmit, which delays your deposit.
✅ Full, uncropped screenshots — the whole screen or app window is visible
✅ Taken directly on the device (screenshot function), not a photo of another screen
✅ Taken from the platform/wallet app or website itself, not a block explorer
✅ All text is legible — no blur, glare, or compression artefacts
✅ The full destination address and TXID are visible (no truncation if the platform allows expanding them)
✅ Taken recently — the transaction view should reflect the current state of your account
❌ Not edited, annotated, or altered in any way (except as noted below)
Never share your seed phrase, recovery words, or private keys — in screenshots or anywhere else. No legitimate platform, including Coinstash, will ever ask for them. If any part of your screen shows a recovery phrase, retake the screenshot from a different view. You may black out unrelated account balances if you prefer, but do not obscure the transaction details, address, name, or platform interface.
Submit your screenshots
Reply to the email/support ticket you received about the hold with your screenshot.
Add any context that helps us match the transfer (e.g. "sent from my Binance account, same name as my Coinstash account").
What happens next
Our team reviews manual verifications in the order received. You'll be notified by email once your deposit is credited or if we need anything further.
If we can't verify the transfer — for example, the sending account is in a different name — we may be unable to credit the deposit and may return the funds to the originating address or platform, as required under our AML/CTF obligations. Network fees for returned transfers may apply.
How to avoid holds on future deposits
Send from accounts and wallets in your own name.
Complete any sender/beneficiary prompts on the sending platform. Most major exchanges now ask you to nominate the recipient's name and platform when withdrawing — entering "Coinstash" and your full legal name exactly as it appears on your Coinstash account allows the transfer to verify automatically.
Use consistent details everywhere. Small mismatches (nicknames, missing middle names) are the most common cause of manual review.
Frequently asked questions
Does this mean Coinstash is monitoring my transactions differently? The Travel Rule is an industry-wide legal requirement enforced by AUSTRAC that applies to every regulated Australian exchange from 1 July 2026. It doesn't change what you can do with your crypto — it adds sender/recipient information to transfers between platforms, similar to bank transfers.
My deposit came from my own account but under a slightly different name (e.g. maiden name). What do I do? Contact support with your screenshots plus documentation linking the names (e.g. marriage certificate). We'll review case by case.
Is there a minimum amount before this applies? No. Australia's Travel Rule applies to transfers of any value.