What you're seeing
When a deposit arrives, we may ask you to confirm the source by selecting the exchange or platform you sent it from. If you search for the platform and see "No results found — This exchange is not on the list of supported exchanges", it means we can't automatically exchange the sender information required under Australia's Travel Rule with that platform.
Your funds are safe. The deposit has arrived and is simply on hold until we can verify the sender details manually.
What to do
Double-check your spelling and try common variations of the platform's name (e.g. its full legal name or parent brand).
Make sure you've selected the right source type — if you sent from a wallet app where you control the keys (e.g. MetaMask, Ledger), select A personal wallet instead.
If the platform still doesn't appear, tap Contact support on the "No results found" screen, or reach out to our team
When you contact us, include:
The name and website of the platform you sent from
The transaction ID (TXID) and the amount and asset sent
The approximate date and time of the transfer
What happens next
Our support team will log your request and
We may ask you to complete manual verification by providing screenshots from the originating platform showing the transaction details and your profile on that platform.
Our team will assess the originating platform.
After your screenshots are reviewed and approved, your deposit will be credited and you'll be notified by email.
Frequently asked questions
Why isn't a major exchange on the list? The list reflects platforms we can currently exchange Travel Rule data with automatically. It's growing as more platforms connect to compatible messaging networks — a platform being absent doesn't mean it's unsafe or that your deposit will be rejected, only that verification needs to happen manually for now.
Can I avoid this in future? Where possible, check whether your sending platform lets you nominate the recipient exchange and name when withdrawing — providing "Coinstash" and your full legal name helps transfers verify automatically.