In some cases, we need a little more information from you before we can complete a crypto deposit.
This article explains where to find deposits that need more information, how to submit it, and where this is currently available.
Why we ask for additional information
For some crypto deposits, we’re required to collect extra information before the transaction can be completed in order to meet our obligations under the Travel rule.
If this applies to one of your deposits, you’ll see a link in the deposits section of your account to submit the required details.
Where you can complete this
Right now, you can only access this form through the Exchange in a web browser.
It isn’t currently available in the mobile app.
We’re working to improve this experience and make it available more consistently across all platforms.
How to find the form
If when you logged in you chose Exchange
Go to Deposits.
At the top of the page, check your recent deposits.
If a deposit needs more information, you’ll see a "Pending Sender Details" status. Click on this text and you will be redirected to complete the form.
If you chose Simple Trade
Go to Deposits.
Select Crypto.
You’ll be redirected to the Exchange Deposit page.
At the top of the Deposit page, check your recent deposits.
If a deposit needs more information, you’ll see a "Pending Sender Details" status. Click on this text and you will be redirected to complete the form.
Mobile app availability
This process isn’t currently available in the mobile app but we are working hard to add this functionality in future updates.
If you need to provide additional information, please log in through a web browser and follow the above steps to find the link for the relevant deposit.
No link directly to the form in the Email notification
If we need more information for one of your deposits, we’ll email you to let you know.
For security reasons, we won’t link directly to the form in that email. Instead, we’ll ask you to log into your account and follow the above instructions.
This helps reduce phishing risk and protects your account.
We’re improving this experience
We’re working on making this process easier and bringing it to more parts of the platform over time. As improvements are made, we will update this article.