What we need from you, and when
What we ask for depends on two things: whether crypto is leaving or arriving, and whether the other wallet is on a platform or is your own.
AT A GLANCE
| You are... | We'll ask for | When |
|---|---|---|
| Sending to another platform (e.g. Coinbase, Binance) | Recipient's full name and the platform's name | During the withdrawal, before it's sent |
| Sending to your own wallet (e.g. MetaMask) | Proof the wallet is yours | During the withdrawal, before it's sent |
| Receiving from another platform | Sender's full name and the platform's name | After the funds arrive (deposit goes 'On Hold') |
| Receiving from your own wallet | Proof the wallet is yours | After the funds arrive (deposit goes 'On Hold') |
Custodial or own wallet:
which one is it?
A custodial wallet is one you log into with an account, such as Coinbase or Binance. Your own wallet is one where you hold the keys yourself, such as MetaMask or Trust Wallet.
WHY IS MY DEPOSIT ON HOLD?
Your money isn't lost. We just need a few details about where it came from.
- Find the deposit in your transaction history, marked On Hold.
- Open it (or tap the pop-up) and add the sender's details, or verify your wallet if it's your own.
- That's it. We'll also email you and send a push notification as soon as a deposit needs this.
Sending to or from your own wallet?
See how verification works →
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