When a crypto deposit arrives, we may ask you to confirm where it came from. This includes whether it was sent from an exchange or a personal wallet, which platform you used, and that the funds came from an account in your own name. We can only accept and process your deposit once these details are accurate and correct.
Why accurate details matter
Under Australia's Travel Rule, Coinstash must confirm who sent a crypto transfer and where it came from before we can credit it. Learn more about the Travel Rule.
The details you provide are checked against the information we receive from the sending platform and the transaction itself. If they don't match, we can't process the deposit until they're corrected and verified.
Common mistakes
Selecting A personal wallet when the funds came from an exchange, or the other way around
Choosing the wrong exchange or platform, such as one with a similar name
Confirming the funds came from your own account when they were sent from someone else's account (for example, a family member, friend or business)
Sending from an account in a different name to your Coinstash account
What happens if my details are incorrect?
Your deposit stays on hold and won't be credited to your account.
Our team will contact you by email to confirm or correct the details.
We may ask you to complete manual verification with screenshots.
Your funds are safe while your deposit is on hold.
How to correct your deposit details
Step 1 – Check where you sent from
Open the withdrawal or send history on the platform or wallet you used, and confirm the platform name and the name on that account.
Step 2 – Contact support
Reply to the email you received about your deposit, or reach out to our team via chat. Please include:
The correct name and website of the platform or wallet you sent from
The transaction ID (TXID) and the amount and asset sent (how to find your TXID)
Which detail was entered incorrectly
Step 3 – Complete manual verification if asked
If we need further proof, we'll ask for screenshots from the sending platform or wallet. See How to manually verify a crypto deposit with screenshots.
False or misleading declarations
Genuine mistakes happen and are usually easy to fix. However, deliberately providing false or misleading information about where a deposit came from is taken seriously.
If a deposit declaration can't be verified or is found to be false, we may be unable to credit the deposit and may return the funds to the originating platform or address. We may also need to review your account in line with our AML/CTF obligations. Network fees for returned transfers may apply.
Frequently asked questions
I made a genuine mistake. What should I do? Contact our support team as soon as possible with the correct details. The sooner we hear from you, the sooner we can review your deposit.
Will my deposit be credited once the details are corrected? Once the corrected details are verified, your deposit will be credited and you'll be notified by email. Some sources can't be accepted, even with correct details. See Why was my deposit from an unlicensed exchange rejected? and Why was my deposit from a gambling or high-risk platform refunded?
Can someone else send crypto to my Coinstash account? No. Under the Travel Rule, we can only accept deposits sent from your own accounts and wallets.
My platform isn't listed when confirming my deposit. See What if my exchange or platform isn't listed?
Need a hand? Our Brisbane-based support team is here to help. Tap the chat icon in the app or on the website to get in touch.