Why is my crypto deposit locked, and how do I unlock it?

If your deposit is locked and asks for additional information, it is most likely because your deposit requires Travel Rule verification. To unlock, go to the Asset page & and look for a locked deposit with a Submit button. Then, select whether the funds came from an exchange or a private wallet and complete the request shown there.

What information do I need to provide?

For Singapore users

• From an exchange: Provide the sender’s name and exchange name. For deposits of SGD 1,500 or more, also provide the sender’s country of residence.

• From a private wallet: Provide the sender’s name. For deposits of SGD 1,500 or more, also provide the sender’s country of residence.

For UAE users

• From an exchange: Provide the exchange name. For deposits of AED 3,500 or more sent by someone else, also provide the sender’s name, country of residence and date of birth.

• From a private wallet: For deposits of AED 3,500 or more sent by someone else, provide the sender’s name, country of residence and date of birth.

For EEA users

• From an exchange: Provide the exchange name, sender’s name and sender’s country of residence.

• From a private wallet: For deposits below EUR 1,000 sent by someone else, provide the sender’s name and country of residence. For deposits of EUR 1,000 or more, complete the wallet-control test requested in your deposit flow and also provide their name and country of residence.

If you’re asked to verify a private wallet address, follow the method offered in your deposit flow. See How do I verify control of a private wallet address? for help with a digital signature or Satoshi test.

For Australian users

• From an exchange: Provide the sender’s name, exchange name, country of residence and address.

• From a private wallet: If someone else sent the deposit, provide the sender’s name, country of residence and address.

For Türkiye users

• From an exchange: Provide a transfer description and the exchange name. If someone else sent the deposit, also provide the details listed below.

• From a private wallet: Provide a transfer description. If someone else sent the deposit, also provide the details listed below.

If someone else sent the deposit:

• Individual sender: Provide their name, date of birth and place of birth. If their place of birth is Türkiye, also provide their birth city.

• Business sender: Provide its name, country of residence and address.

Why is my deposit still locked after I submitted the information?

Check the deposit for another request or a status update. Completing the request may be followed by additional review, so your deposit may not be released immediately. If the next step is unclear, contact Support with the affected deposit details.

If your locked deposit doesn’t show an information request, check its status as it may be locked for another reason or the deposit is simply not yet arrived.