A Completed status in your sending exchange does not always mean the transfer is already available on the blockchain or credited by Metaspins.
Check the lookup
- Copy the actual blockchain transaction hash from the exchange's transfer details.
- Confirm the cryptocurrency and network used.
- Search an explorer for that network and check the destination address.
Possible causes
The sending service may still be processing or broadcasting the transfer. A wrong network explorer or a mistyped transaction hash can also cause an empty search result. Do not treat an empty result alone as proof of which system caused the delay.
Who can help
Ask the sending exchange to confirm broadcasting and the correct hash/network. If you have a hash and need Metaspins to review the missing deposit, share it with support together with the currency, amount and transfer time. No mandatory waiting period applies before that review.