Partner frequently asked questions (FAQs)

Explore our FAQs to discover answers to frequently asked questions about our on-ramp product.

My customers already complete KYC with us, why do they also need to also KYC with MoonPay?

MoonPay, as an MSB (Money Service Business) facilitating transactions on behalf of customers, must perform KYC checks to verify a customer's identity and prevent unauthorized transactions. For more details of the KYC process and why it is crucial, see What is the difference between Know Your Customer (KYC) and Know Your Business (KYB)?

What are MoonPay available swap pairs?

We support more than 25 available swap pairs. Please see our supported pairs.

How quickly are transactions settled?

Estimating how long it takes to deliver cryptocurrency or receive your fund with MoonPay depends on your payment method, your location, and the verification process involved. If you have questions or concerns, contact our support team for help.

Buying cryptocurrency

You can check the progress of your order in our handy transaction tracker, either via our website or in our app via the Recent Activity view.

MoonPay's mobile app window shows the tracker button.

Payment Method	Processing time
Card Payments	A few minutes to a few hours.
UK Bank Transfers	Within 1 business day.
SEPA Bank Transfers	Within 3 business days.
ACH Bank Transfers	Within 4-5 business days.

Selling Cryptocurrency

What is the time for receiving your funds after selling cryptocurrency through MoonPay? Here's a breakdown:

UK bank account	European bank account	US bank account	Withdrawals to cards
Within 1 working day	Within 1-3 working days	Within 3-5 working days	VISA Fast Funds card: Within 30 minutes Standard VISA cards: Up to 48 hours for funds to be made available

Will MoonPay let me sell items for crypto?

No — MoonPay doesn’t allow the sales of physical items for crypto. Our services only include crypto-to-fiat and crypto-to-crypto transfers. If you want to sell your NFTs for crypto, you could list them in an NFT marketplace or develop a smart contract on any blockchains. You can also create an NFT using one of MoonPay's products, Hypermint. For details, please refer here.

How can my users contact support?

Users can contact our official support email or submit a support request. Please see our MoonPay's support and official emails to see our official support email.