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Meridian

Help centre

Find what has gone wrong, and what to do about it. If your problem is about one specific trade, open that trade and use its chat — support can see the escrow, the evidence and the timeline there, which is far faster than an email.

Two rules that will save you money

Never cancel a trade after you have paid. Cancelling returns the escrow to the seller. If you have paid and something is wrong, open a dispute instead.

Never move a trade off the platform. No escrow, no evidence, no dispute, and nothing anyone can do for you afterwards. Anyone asking you to is trying to take your money.

I paid, but the USDT has not been released

This is the most common reason people arrive here, and it is usually a delay rather than a theft. Work through these in order.

  1. 1

    Check the USDT is still in escrow

    Open the trade. If it shows as locked or awaiting payment, the seller cannot touch the USDT. It can only be released to you or returned to them — nothing else. Whatever happens next, it has not been taken.

  2. 2

    Mark the payment as sent and attach your receipt

    Use the trade’s own payment button, then upload a screenshot from your banking app showing the amount, the time and the destination account. Evidence attached to the trade is what a reviewer works from.

  3. 3

    Message the seller in the trade chat

    Not on WhatsApp, and not by phone. Messages inside the trade are part of the record; messages anywhere else are not, and cannot help you in a dispute.

  4. 4

    Open a dispute if it is still not resolved

    There is a dispute button on the trade. A specialist reviews both sides’ evidence and the transfer records, and can release the escrow to you. The escrow stays locked the entire time.

How long a dispute takes depends on how quickly both sides provide evidence. A straightforward case with a clear bank receipt is usually decided within a day; a case needing confirmation from a bank takes longer.

My payment was not confirmed

Almost always one of four things:

The reference was missing

Every trade shows a reference to include with your transfer. Without it, a payment cannot be matched to your trade automatically and needs a person to find it. Include it every time.

The amount did not match exactly

Send the exact figure shown, to the paisa. A rounded amount, or one reduced by a bank charge you did not expect, will not match.

The payment came from someone else’s account

Third-party payments are rejected. The account you pay from must be in your own name — this is a legal requirement and a fraud control, and there is no exception for a family member’s account.

The bank is simply slow

Raast and mobile wallet transfers usually land in minutes. Inter-bank transfers can take longer, and one sent outside banking hours or on a public holiday may not move until the next business day. Do not send a second payment. Open a dispute so the escrow stays locked while it is traced.

I paid the wrong account, or the wrong amount

Say so immediately in the trade chat and open a dispute rather than waiting to see what happens.

A transfer sent to the wrong bank account is not something we can reverse. Recovery depends entirely on the receiving bank, and you should contact your own bank as well, as quickly as possible. A wrong amount sent to the correct account can usually be sorted out during review.

My order expired. Where is my money?

If an order expires because payment was not made in time, the escrow is returned to the seller automatically. Nothing was taken from you, because you had not paid.

If you did pay but the order expired before you marked it, do not pay again and do not start a new trade. Open a dispute on the expired order. The payment record still exists and can be matched.

Can I cancel a trade?

Yes — before you have marked it as paid. Once you have declared payment sent, cancelling needs agreement from the other side or a dispute, because real money may already have moved.

If you are the seller and a buyer has not paid within the window you set, you do not need to do anything. The order expires and your USDT is returned to you automatically.

Verification problems

How long does it take?

A person reviews your documents, so it is not instant — usually a few hours. You are notified when a decision is made.

My documents were rejected

You are told which document and why, and you can resubmit. The usual causes are a blurred or cropped photo, a document that has expired, glare hiding part of the text, or a name that does not match the account.

Why can I buy but not sell?

Buying needs a verified email and phone. Selling needs a completed identity check, because selling is the direction in which rupees leave the platform to a bank account — and that is the direction used to move the proceeds of fraud. The heavier check sits where the risk is. Selling unblocks as soon as verification completes.

Account and access problems

I think someone else is in my account

Change your password immediately, turn on two-factor authentication, and contact us straight away. A newly added withdrawal address cannot be used for 24 hours, so acting quickly genuinely matters.

I have lost my two-factor device

Use one of the eight backup codes you were given when you set it up. Each works once. If you have lost those as well, contact support — restoring access requires an identity check, and that is deliberate.

I cannot use a withdrawal address I just added

New addresses are unusable for 24 hours. It is an anti-theft delay: if somebody takes over your account, that window is when you can notice and stop them. Add the addresses you expect to use before you need them.

Spotting a scam

Every one of these means stop, and report the account:

— Someone asks you to complete the trade on WhatsApp, Telegram or by phone.

— You are given a bank account or a wallet address anywhere other than inside the trade itself.

— Someone asks you to pay before an order exists, or to release USDT before money has arrived in your account.

— Someone claims to be from Meridian and asks for your password, your two-factor code or your backup codes. We never will.

— You are offered a rate far better than everything else on the board, with a reason to hurry.

Not covered here?

The FAQ answers the questions people ask before they trade. The security page explains the protections in detail. For anything else, contact us — and if it is about a specific trade, include the trade reference.