Some exchanges mark a withdrawal as “Completed” before the transaction is sent to the blockchain. If your deposit hasn't yet arrived in your Metaspins balance and isn’t visible on a block explorer, then the funds are yet to leave the exchange.
Why This Happens
Exchanges sometimes update internal records before broadcasting transactions to the blockchain. The “Completed” status only indicates the exchange’s internal process and not the on-chain status of your funds. Until the transaction appears on a block explorer, it has not left the exchange.
What to Do
Follow these steps below to resolve the issue:
Get your TX hash from your exchange's withdrawal history page.
Paste into a block explorer, such as Blockchair or BlockCypher.
If the transaction doesn't appear, it means it wasn't sent to the blockchain. In this situation, contact the support team at your exchange and ask for a confirmation or transaction push.
If the transaction is on the block explorer and has reached the required number of confirmations but is still not showing in your Metaspins account, contact us with your TX hash, coin, network, amount, and timestamp.
Once you notice the number of confirmations needed has not been reached, kindly wait a while before reaching out to support.
Information to Have Ready
If you get to step 4 above and need to contact Metaspins support, have the following details ready:
TX hash (Transaction ID)
Coin sent (e.g. BTC, ETH, or USDT)
Network (e.g. ERC20, TRC20, or main chain)
Amount sent
Timestamp (date and time of the transfer)
Screenshot of the exchange withdrawal confirmation
Contact Support
If the TX is not on the block explorer: Contact your exchange’s support team. This is an exchange-side issue and Metaspins cannot intervene until the transaction is on-chain.
If the TX is on the block explorer and confirmations are complete but funds haven’t arrived: Contact Metaspins support via live chat or email with your transaction details.
Metaspins live chat | Available 24/7 on metaspins.com |
Metaspins email | support@metaspins.com |