What is a MoonPay balance, and why are they the best way to pay?

Your MoonPay balance lets users in the EU, UK or US top up in Euro, British Pounds or US Dollar and use it to buy or sell crypto. It’s an easy, fast and cheap way to start buying crypto — just top it up and you’re good to go.

We think it’s the best way to pay because:

• You’re always ready for the next market move — Buy crypto instantly when paying by balance with near-perfect approval rates.
• No MoonPay fee, so it’s more cost-effective.
• It never expires, your balance remains available as long as you need it
• At this time, there’s no fees to buy and sell crypto from your MoonPay balance. You can redeem your MoonPay balance for exactly the same amount in Euro, British Pounds or US dollar

With a MoonPay balance you can:

• Top up: Easily top up with no fees to your MoonPay balance with Euros, British pounds or US Dollars via bank transfer (SEPA, Open Banking, Faster Payments and ACH), PayPal (US) or Venmo (US)
• Buy crypto and sell crypto: Purchase or sell cryptocurrency instantly using your MoonPay balance.
• Withdraw to your bank: Withdraw your balance at any time with no fees.
• View balance activity: See how you’re using your MoonPay balance in our app.

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Helpful Advice:

EEA/UK:

• When topping up your balance please only use a bank account registered in your name, otherwise your transfer may be rejected.
• Always remember to include your unique reference code with the transfer.
• If there is an optional recipient message / additional information field please also enter your unique reference code there, especially if your bank is Bank of Ireland or AIB Bank in Ireland
• Bank transfers usually take a few minutes to arrive but can take up to 3 business days depending on your bank
• You can schedule recurring top ups by setting up a standing order with your bank!

US:

• ACH bank transfer can take 3 - 10 business days to credit to your account., You won’t be able to cancel your transfer or use your balance until it is credited.
• You can top up using PayPal, Venmo or ACH bank transfer.
• At this time, you can only withdraw your balance using ACH bank transfer.

How do I get a MoonPay balance?

To be eligible, you need to have:

• A registered address in the UK, European Economic Area (excluding the Netherlands and Germany) or US (excluding New York).
• Successfully completed MoonPay onboarding.

We’re reviewing these requirements all the time, and hope to launch in more regions soon.

Existing customers
If you’re eligible, you’ll automatically see MoonPay balance as an option on your app home screen. So all you need to do is:

1. Log in to your MoonPay account
2. Tap on your balance and top up.

New customers:

1. Download the MoonPay app
2. Sign up for an account
3. Set a password
4. Complete MoonPay onboarding
5. Go to your Home screen and you’ll see MoonPay balance as an option.

How do I top up my MoonPay balance in the US?

You can top up your MoonPay balance in a few simple steps. We’ll walk you through them below:

1. Sign in to the MoonPay app.
2. On the Home screen, tap Top up or the US Dollar card.
3. Tap on Top up
4. Choose a way to top up.
5. If you choose ‘Easy bank transfer’, you will be redirected to Plaid. Plaid will link you to your bank, where you can authorize your bank as a top up payment method.
6. If you choose ‘PayPal’, we’ll redirect you to PayPal where you can authorize PayPal as a top up payment method.
7. If you choose “Venmo” we’ll redirect you to Venmo where you can authorize Venmo as a top up payment method.

Please only use your own bank account/ PayPal or Venmo to top up your balance.

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Note:

ACH payments can take 3- 10 business days

How do I top up my MoonPay balance (UK/EU)?

You can top up your MoonPay balance in a few simple steps. We’ll walk you through them below:

1. Sign in to the MoonPay app.
2. On the Home screen, tap Top up or the Euro/British Pound balance card.
3. Tap on Top up.
4. Choose a bank transfer option.
   a) If you choose ‘Easy bank transfer’, you will be redirected to your bank, where you can authorize a payment.
   b) If you choose ‘Manual bank transfer’, we’ll show you how to make a bank transfer to us. Make sure to include the reference and use your own bank account.
5. We’ll let you know when we receive your top up.

Please only use your own bank account to top up your balance. And always remember to include your unique reference code with the transfer. Unfortunately, joint and business accounts can’t be used at the moment.

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Note:

Your top up should arrive within a few minutes. But sometimes banks need a little longer. So please allow up to 3 business days for your top-up to come through.

What payment methods can I top up my MoonPay balance with?

Currently, we support the following payment methods:

EEA countries:

• SEPA bank transfer
• SEPA Instant
• Open banking

UK:

• Open banking
• Faster Payments

US:

• ACH Transfer
• PayPal
• Venmo

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Note:

Please only use your own bank account to top up your balance. And always remember to include your unique reference code with the transfer. Unfortunately, joint and business accounts can’t be used at the moment.

How long does a top up take in the US?

PayPal and Venmo top-ups are typically credited to your account within a few minutes.

ACH bank transfers can take 3 - 10 business days to be credited to your account.. We’ll let you know when your top up is available for use. You won’t be able to cancel your transfer or use your balance until the transfer is credited.

Why do ACH transfers take so long to process?

ACH transfers can take up to 3 business days to process. Additional time may also be required for trust and safety purposes before your balance can be credited. During this time, the transfer cannot be expedited or canceled, and you won’t be able to access your funds. You can track the status on your MoonPay account.

If you’re in a rush, you can also top up using PayPal or Venmo.

I can’t make a bank transfer to MoonPay — what should I do?

UK/EEA: Easy bank transfers:

If you can’t pay with Easy bank transfer, we’d suggest asking your bank whether they support Open Banking. And if they do, check that you know the right security answers to authorize online bank transfers.

If you can’t resolve the issue, we’d suggest trying a manual bank transfer instead.

UK/EEA: Manual bank transfers:

Ask your bank if they support SEPA or SEPA instant bank transfers. If they do, we recommend asking if there are any restrictions on your account that may limit your ability to make transfers.

Please only use your own bank account to top up your balance. And always remember to include your unique reference code with the transfer. Unfortunately, joint and business accounts can’t be used at the moment.

• Monzo, Natwest, Royal Bank of Scotland, Starling, TSB, Ulster Bank, and Wise may not work with MoonPay. That means if you’re trying to send from an account with one of these banks, they may block your transfer or return your money.

US: ACH Bank transfer:

ACH may not be available to all customers, but don’t worry you can still use PayPal or Venmo to top up your balance.

How do I buy cryptocurrency with my MoonPay balance?

Buying with MoonPay balance is instant and cheap with no MoonPay fees. You can buy one of our 100+ cryptocurrencies available using your MoonPay balance in a few easy steps.

We’ll walk you through them below. For this guide, we’ll assume you’ve topped up already.

1. Tap ‘Buy’ from the Home screen in the app, or open your MoonPay balance and tap ‘Buy’ there.
2. Pick the cryptocurrency you want to buy
3. Choose how much you want to buy
4. Enter your wallet address
5. When asked for your payment method, just select MoonPay balance.
6. Confirm everything looks good and that’s it. We’ll instantly get started on your order.

How do I sell crypto to my MoonPay balance?

You can sell your cryptocurrency instantly when using your MoonPay Balance.

This short guide will walk you through the process. Since you’re in control of your assets, you'll need to send the crypto to us to complete the sale — but don't worry, we'll guide you every step of the way.

1. Tap Sell on the Home screen of your app
2. Pick the cryptocurrency you want to sell
3. Enter the amount you want to sell
4. Select “MoonPay balance” as the payout method
5. Tap on ‘View deposit details’. This will bring up the wallet address you’ll need to send your cryptocurrency to (you own your crypto, so MoonPay doesn’t have access to it).
6. Open the wallet app or service where you hold the crypto you want to sell. You can also sell directly from your MoonPay account using the MoonPay app.
7. Send the crypto from your wallet to our deposit wallet address. You’ll also find the deposit wallet address in the email we sent you. Just remember to send enough to cover the network fees. What are network fees?
8. Once we receive your crypto, we’ll automatically sell it. Your order will be delivered to your MoonPay balance instantly.

What are the fees? And how much does a MoonPay balance cost?

The MoonPay balance is designed to be a fast and cheap way to use our services. That’s why we waive our usual MoonPay fee when:

• You buy crypto and choose to pay with your balance.
• You sell crypto and choose your balance as a payout method.

We also don’t charge any fees to top up or withdraw from a MoonPay balance, and there are no ongoing fees to keep a balance open.

Remember though, when buying or selling crypto, network fees are a fact of life. This fee covers our costs associated with asset transfer and may vary depending on a number of factors, such as network congestion and operational costs

What payment methods can I withdraw my MoonPay balance with?

Currently, we support the following payment methods:

EEA countries:

• SEPA bank transfer
• SEPA Instant
• Open banking

UK:

• Open banking
• Faster Payments

US:

• ACH Transfer

How can I withdraw my money?

You can withdraw from your MoonPay balance at any time. There’s no fee and only a few steps to go through. We’ll walk you through them below:

1. Open the MoonPay app and go to your MoonPay balance.
2. Tap the ‘Withdraw’ button
3. Enter the amount you’d like to withdraw.
4. Choose the bank you’d like to withdraw to.
5. Confirm everything looks right

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Note:

UK/EEA:

• You can only withdraw to a bank account that you’ve topped up from previously. To withdraw to another bank account, you’ll need to top up from it first

US:

• You can only withdraw your balance using ACH bank transfer which can take up to 2 business days to arrive.
• If you do not have an ACH account linked to your MoonPay account you will be redirected to link your bank account through Plaid.

How long does it take to receive my withdrawal?

Withdrawal timeframes depend on what region you're based in. Please refer to your region below for more information:

UK and EEA:

Our withdrawals are usually received within a few minutes. However, it can take up to 3 business days to be reflected in your bank account.

If you’ve not received your withdrawal within 3 business days, please get in touch with our support team.

US:

ACH withdrawals can take up to 2 business days to be reflected in your bank account.

If you’ve not received your withdrawal within 2 business days, please get in touch with our support team.

What is MoonPay’s NMLS ID?

MoonPay (NMLS ID: 2071245) is a licensed money transmitter. For questions regarding MoonPay's services, you can call us on 888-651-0727, Mon - Fri (9am - 5pm ET) or chat with an agent at https://support.moonpay.com/.

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What are the fees? And how much does a MoonPay balance cost?

The MoonPay balance is designed to be a fast and cheap way to use our services. That’s why we waive our usual MoonPay fee when:

• You buy crypto and choose to pay with your balance
• You sell crypto and choose your balance as a payout method.

We also don’t charge any fees to top up or withdraw from a MoonPay balance when you choose bank transfer (SEPA, ACH, Open Banking and Faster Payments)

A fee of 3.5% will be charged when topping up with PayPal or Venmo.

Remember though, when buying or selling crypto, network fees are a fact of life. This fee covers our costs associated with asset transfer and may vary depending on a number of factors, such as network congestion and operational cost

How long does a top up take (UK/EEA)?

We receive Easy Bank Transfer within a few minutes. Manual Bank Transfers can also come through in a few minutes. But it can take up to 3 business days — it depends on how quickly your bank processes transfers. We’ll let you know when your top up is received.

If you’ve been waiting more than 3 business days for your top up, please check with your bank and make sure they made the transfer to us. If they can confirm that, please ask for a proof of payment — usually that’s a PDF and forward it to our Customer Support team.

What happens if my top up fails?

We’ll let you know if we receive a bank transfer and need to reject it.

When we reject a top up, we automatically return it to the sending bank account. This process can take up to 3 business days.

If you’ve been waiting for more than 3 business days and 5 business days for ACH, please get in touch with our Customer Support team.

Common reasons bank transfers may fail:

Bank transfers may fail for various reasons! Here are some of the common reasons why this might happen.

• Incorrect or missing account details: A tiny mistake in the account number, sort code or IBAN can cause bank transfers to fail. Please always double check that the details are correct before sending funds.
• Incorrect or missing reference: The reference is what we use to match your deposit. If the reference is left out or incorrect we may not be able to match your deposit. Please always double check that the reference is included and correct before sending funds.
• Account holder name mismatch: If the name on the bank account does not match the name on your MoonPay account the transfer may fail. Please only send funds from a bank account that is in your name.

How can I see all my MoonPay balance activity?

When you use your MoonPay balance to buy or sell, you’ll see two types of transactions:

1. The order itself — showing the crypto you want to buy or sell
2. The activity on your MoonPay balance.

You can view the second kind of activity by opening your MoonPay app and tapping on your balance.

If you use MoonPay on the web, or via a partner service, you can also see your balance activity by going to Trade History.

How do I set up a recurring MoonPay balance top-up?

Make it easier to buy cryptocurrency with balance by scheduling a top-up every pay day!

You can schedule a MoonPay balance top-up on a recurring basis by creating a standing order with your bank.

See the steps below for some of the most common UK banks; if your bank is not listed below, you can search for ‘standing order setup’ on their website. Make sure to:

• Set the frequency and amount that works for you!
• Include your unique balances reference code in the payee reference field and in any other additional information fields
  • HSBC
  • Barclays
  • Lloyds Bank
  • Natwest
  • Santander

We recommend that you set up the standing order after your first successful top-up has been completed.