How can I help protect my account?

Account safety is important to us at MoonPay. Here’s how you can maximize your account's security:

• Set up a secure password
• Enable two-factor authentication (2FA)

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Note:

It's important to keep your password safe and secure and never share it with anyone.

How passwords help keep your MoonPay account secure

Passwords ensure your information stays private and secure by safeguarding your account from unauthorized access. Passwords also serve as a foundation for enhanced security features such as Two-Factor Authentication (2FA).

Never share your password with anyone else. If a third party has access to your password(s) they will gain access to sensitive data, which may include your financial data. It's important to regularly change your passwords and avoid using the same one across multiple sites for added security.

How can I set up my password?

You can set up a new secure password in a few easy steps. We’ll walk you through them below:

1. Sign in to your MoonPay account with your registered email address.

2. Check your email for the one-time password (OTP).

3. Enter your OTP from the email we’ve sent you.

4. Once you have entered the code you received via email (OTP), you will be prompted to create a new password.
5. Enter your desired password and click on “Create password”.

By creating a password, you add an extra layer of security to your account and protection from bad actors.

Here are a few safety tips to consider when creating your password:

• Use a combination of upper and lower case letters
• Include both numbers and symbols
• Avoid using easily guessable information like common phrases, birthdays or names

How can I update my password?

You can update your password in a few steps. We’ll walk you through them.

1. Sign in to your MoonPay Account with your registered email address.
2. Go to Settings, click on Account, then click on Edit in the password section.
3. You will be required to introduce your current password and then you will be able to introduce your new one.

That’s it! You will receive an email confirmation once it has been updated.

I forgot my password - what should I do?

If you’ve forgotten your password please select “Forgot password” on the login page and follow the instructions provided via email which will redirect you to reset your password.

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Note:

The link provided to reset your password will expire within 24 hours after being generated.

How can I update my email address?

You can update your email address in a few steps. We’ll walk you through them.

1. Sign in to your MoonPay Account with your registered email address.
2. Go to Settings, click on Account, then click on Edit in the email address section.
3. A 6-digit code will be sent to your current email address. Enter the code to proceed.
4. Once verified, you’ll be prompted to enter the new email address for your MoonPay account.

That’s it! You will receive an email confirmation once it has been updated.

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Note:

1. If the new email is already associated with an active MoonPay account, you won’t be able to update your account with it.
2. If your MoonPay account is linked to Google or Apple, you cannot change your email within MoonPay. Instead, update your email through Google or Apple, and the change will reflect in MoonPay.
3. At the moment you will only be able to update your email and phone number through buy.moonpay.com.

I did not receive the email verification code.

Email codes are sent directly to the email address you enter. If you have not received the email verification code please ensure that you have entered the correct email address and check your junk and spam mail folders.

If you can’t find the email please contact your email provider for support.

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Note:

Email codes may take a few seconds to be received, please wait at least 5 seconds before generating a new one.

I did not receive a text message with the verification code.

Text messages are sent directly to the mobile number on file. If you have not received the text message please ensure that you have entered the correct phone number and that you have strong reception or signal.

Please note that you can request a new verification code every 30 seconds.

If you still have issues, please contact our support team and share your mobile phone number and the name of the service provider.

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Note:

Do not use a VoIP (Virtual network/Voice over Internet Protocol) as these are not supported.
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I am experiencing an error when trying to capture my phone number and/or password

If you are experiencing any issues, please contact our support team by sharing a screenshot of the issue.

What is Two-Factor Authentication (2FA)?

Two-factor authentication (2FA) is an extra layer of security protecting your cryptocurrency and your MoonPay Account. This extra layer of security requires you to have two sources of verification to sign into your account such as your password and a six-digit authentication code that can be sent to your mobile device. Two-factor authentication helps protect you from bad actors as the second verification will be sent to your device.

At MoonPay, security is our top priority, and this added layer of protection ensures that only you can access your account, preventing unauthorized access by anyone else.

How does Two-Factor Authentication (2FA) work?

The following method is available for 2FA on MoonPay:

Text Message: A code will be sent to your mobile phone via text message.

How do I set up Two-Factor Authentication (2FA)?

You can set up Two-factor authentication in a few easy steps. We’ll walk you through them below:

Using Text Message:

1. Sign in on MoonPay with your email address and follow the steps on the screen.
2. Enter your phone number and “Continue”
3. Follow the instructions displayed on the screen.
4. Enter the authentication code
5. Your 2FA has been set up and will be requested on sensitive actions like withdrawing funds protecting your MoonPay Account.

What should I do if I lose access to my 2FA method?

If you no longer have access to your phone number please contact our support team for help.