Why was my crypto deposit rejected?

Summary
In this article, you’ll learn what it means when your crypto deposit is rejected, why this might happen, and what you should do next. It also explains where your funds will be refunded and how to follow up if your crypto came from another platform or exchange.

When you deposit crypto from another exchange or service to your Bitvavo account, the transaction must meet certain regulatory checks. These checks are carried out by our trusted third-party service provider, Notabene. Sometimes, a deposit may be rejected during this process.

If your deposit is rejected due to the travel rule, we are required to return the funds. There is a self-service flow to refund these deposits.

What to do if your deposit was rejected

1. Select the deposit that needs to be verified (if it is still awaiting verification).
2. Click on "Someone else made this deposit", then confirm. This will move the deposit to a rejected status.
3. When a deposit is in the rejected status, tap on "Action required" next to the transaction and then "Refund".
4. You will be prompted to select the address to refund the deposit to. Once confirmed, the deposit will be refunded to the selected address.
5. If the crypto was sent from another exchange or service, you may need to contact them after the funds have been returned.
6. Provide them with the transaction hash of the return transfer. You can find this in your transaction history in the Bitvavo app or website.

FAQ