Account already exists error when signing up

Overview

When signing up for a MoonPay account, seeing an “Account already exists” error can feel a little confusing, but don’t worry - you’re not stuck. This simply means the phone number you entered is already linked to another MoonPay account.

When creating a new MoonPay account, you’ll first be asked to:

• Enter your email address and verify it with a 6-digit code sent to your inbox
• Enter your phone number and verify it with a 6-digit code sent by SMS

If your phone number is already associated with an existing account, you’ll get this error.

The good news is you have two options:

• Sign in to your existing account, or
• Move your phone number to the new account you’re signing up with

How to fix the error

Option 1: Sign in to your existing account

1. Select Sign in to your existing account when you see the error message
2. Enter your login details and follow the on-screen prompts
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Option 2: Move your phone number

1. Select Move phone number
2. Enter the 6-digit code sent to your phone by SMS
3. Once the transfer is complete, you’ll see a success screen
4. You’ll also receive an email confirmation sent to your original account email address

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Note:

If we can’t move your phone number in real time, you’ll see the error “Sorry, we’re unable to move your number.” In that case, you can either:

• Contact our support team by selecting the chat button at the bottom-right of this page, or
• Select Back to sign in to log into your original account

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Important:

Your phone number can only be linked to one MoonPay account. If you move it to a new account, you’ll still be able to access your original account — but the next time you log in, you’ll need to add a different phone number to it.

I created this new account because I’m having trouble signing in to my original account

If you’re unable to access your original MoonPay account, try the following:

• No access to your original email – Get in touch with our support team by selecting the chat button at the bottom-right of this page
• Can’t remember your email address – Search your inboxes for a “Welcome to MoonPay!” email to identify which email you used to sign up
• Lost access to a Gmail account – You can try to recover it directly through Google at Google Account Recovery

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Tip:

Once you regain access to your original account, you’ll have a smoother experience than creating a new one.

I don’t recognize this action on my account

If you receive an email saying your phone number was removed or an attempt was made to transfer it — and you didn’t request this — please contact our support team using the chat button at the bottom-right of this page.