If your exchange deposit is locked, it's usually not an account problem—it's the Travel Rule asking for extra verification. The money has actually reached the exchange, but it's temporarily frozen until you provide the sender's information.
The Travel Rule is a compliance requirement created by FATF for crypto transactions. It requires VASPs (crypto service providers) to share sender and receiver identity details during transfers. When the exchange can't get this information automatically from the sending platform, it locks your deposit and waits for you to fill in the missing details.
Here's how to fix it.
Step 1: Find the locked deposit and start the unlock process
Locate the deposit that's stuck and open the information request page. Log in to your exchange, go to "Assets" or "Wallet", and open "Deposit History" or "Transaction History". Look for the transaction with a status like "Frozen", "Information Required", or "Pending Verification". Click the "Submit" or "Provide Info" button. Once you see the Travel Rule information page, you're in the right place.
Step 2: Choose the correct source of funds
Tell the platform where the money came from—another exchange, or your own private wallet. On the submission page, there are usually two options:
Case A: From another exchange (third‑party platform)
Select "Exchange" or "Third‑Party Platform".
Pick the sender's platform name from the list (e.g. Binance, Coinbase). If it's not listed, type it manually.
Enter the sender's legal full name exactly as it appears on the sending platform's KYC. Using a short name like "Dave" instead of "David" can cause a mismatch.
If you are the sender, tick "I'm the sender".
Case B: From a private wallet (self‑hosted wallet)
Choose "Private Wallet" or "Self‑Hosted Wallet".
If you are the sender, tick "I'm the sender".
Some platforms may ask you to prove wallet ownership, for example by signing a message.
Once all required fields are submitted, you're done with this step.
Step 3: Submit and wait for review or automatic release
After you send the information, check the status to know when it's finished. The page will show "Under Review" or "Processing". In most cases, if the information is correct, the deposit is released automatically. Some platforms may use manual review, which can take up to 24 hours. The deposit is unlocked when the status changes to "Completed" or "Available" and you can use the funds freely.
Common reasons for failure
The most common mistake is entering the sender's name incorrectly. The name field must match the KYC details on the sending exchange exactly, including capitalisation and spaces. Abbreviations or wrong spelling will cause a rejection. Another reason is that the sending platform does not support the Travel Rule, so it cannot respond to the request. In that case, the funds usually have to be returned.
Risk note
While the deposit is locked, your funds are safe, but you cannot withdraw or trade them until you complete the verification. If you don't submit the required information, the transaction will stay locked. After you provide the correct details, the deposit normally becomes available within 30 minutes to 2 hours, and no longer than 24 hours.
Next steps
If you're unsure about the source platform name or the sender's name, first check your withdrawal history on the sending platform. Find the exact name and platform information there before you go back to the form. If the status hasn't changed after 2 hours, contact the exchange's live support. Provide a screenshot of the deposit record and the transaction hash (TxID) so they can check the progress for you.
