Overview
This guide covers essential security topics including data protection, account safety, scam prevention, and what to do if you suspect unauthorized activity. Learn how MoonPay protects your information and what steps you can take to secure your account.
Is my information safe with MoonPay?
MoonPay uses strong security measures to protect your personal details and transactions. However, there is always some risk when transmitting sensitive information online, and we cannot guarantee complete security during data transmission.
Tip: Read our privacy policy to learn how MoonPay handles your information.
How long will you keep my data?
We keep your personal data only as long as needed to fulfill the purposes for which we collected it and while we have a valid legal basis to process it. Retention periods vary by country and record type. When data is no longer required, we delete or anonymize it according to our retention schedules.
For more information, see our Privacy Policy.
Note: In some cases, we must keep certain information to comply with laws (for example, anti-money laundering or tax regulations). When legally required to retain data, we restrict our use to the legally required purpose only and permanently delete it once we no longer have a legal basis to keep it.
How can I delete all my data?
To request deletion of your personal data, contact our privacy team at [email protected] using the email account associated with your MoonPay account.
Note: If you request deletion, we will erase or anonymize your personal data that we're not required to keep or for which we no longer have a valid legal basis to process. When we must keep certain information (for example, to meet legal or regulatory obligations), we will restrict our use of that data to the limited purposes for which a valid legal basis exists and delete it once no such basis remains. We only retain the minimum amount of data necessary for those purposes.
Is it safe to buy and sell crypto with MoonPay?
Customer safety is a top priority at MoonPay. We use strong security measures for your personal details and transactions. Over 30,000 TrustPilot customers and 250+ cryptocurrency services trust our platform.
What should I do if my account has been compromised?
If you think your account may have been compromised, take these steps immediately:
Update your passwords and enable two-factor authentication (2FA) on all connected accounts
Run antivirus or anti-malware scans on your devices
Check your MoonPay account activity for unfamiliar transactions
Contact our support team immediately by selecting the chat button in the lower right corner if you notice unauthorized access or activity
Include details such as recent activity and any unauthorized transactions when you contact us to help our team investigate quickly
Important: Take these steps as soon as possible to protect your funds and prevent further unauthorized access.
What should I do if I see an unfamiliar MoonPay charge on my card?
If you think someone used your card to create a MoonPay account or buy crypto without your permission, your card may be compromised.
Important: Cryptocurrency transactions are irreversible, so we cannot refund any transaction once it's completed.
Contact your bank immediately to cancel your card. This prevents others from using your card to buy cryptocurrency from MoonPay. MoonPay may also activate precautionary measures, such as restricting account activity, to prevent further unauthorized usage while investigations are underway.
If you have details like the destination wallet address or transaction ID, share them with MoonPay Support via chat so our team can review the activity and take appropriate precautionary steps.
What should I do if I sent cryptocurrency to a scammer?
Cryptocurrency transactions are irreversible. Once you send crypto, it's permanently recorded on the blockchain and cannot be canceled or changed — even if you entered the wrong wallet address or amount.
Important: MoonPay cannot refund or recover crypto sent to a scammer — even if the transaction was fraudulent. This is because blockchain transactions are immutable, meaning they cannot be canceled or reversed. Once funds are sent to an external wallet, MoonPay no longer has control over them since these wallets operate outside our jurisdiction. These technical limitations make it impossible to reverse such transactions.
You can use the blockchain transaction hash (TXID) to verify and track the transfer on a block explorer. The TXID can also be shared with third parties (like your bank or law enforcement) when reporting or investigating fraud.
Steps to take if you've been scammed
While we cannot reverse the transaction, taking these steps can help protect your accounts and report the scam:
Confirm the transaction details: Use the transaction hash (TXID) to view the transfer on a block explorer. Document the wallet address, amount, timestamp, and any related details
Report to law enforcement: Gather all relevant information, including communications with the scammer, wallet addresses involved, and blockchain transaction IDs (TXIDs). Submit this to your local law enforcement agency or cybercrime authority
Contact your financial institution: If the scam involved a credit card, debit card, or bank transfer, contact your bank or card provider as soon as possible to ask about dispute or chargeback options (if available) and to secure your account
Secure your accounts: Change your passwords for MoonPay and any associated accounts (especially your email). Review account activity and transaction logs for unfamiliar activity, and run antivirus or anti-malware scans on your device
Report to MoonPay support: Contact MoonPay via the chat button in the bottom-right corner and share the details you've collected (including the scammer's wallet address and TXID). This helps our team take precautionary measures where possible
Share supporting evidence (optional): If available, include screenshots or copies of relevant messages (for example, emails or chat logs) when contacting MoonPay support to help our team review your report
Note: While MoonPay may review reports and take steps to prevent future fraud, completed blockchain transactions cannot be reversed or changed.
Tip: Learn how to protect yourself from common scams, including fake PayPal and Venmo support scams and fake job offers and work-from-home task scams. To learn how to recognize and avoid scams, check out our guide on how to protect yourself from scams. If you think you’ve been targeted in a cryptocurrency scam, read our guide on what to do if you suspect a cryptocurrency scam.
How to stay safe from scams
Understand blockchain transactions: Learn how blockchain works and why transactions are irreversible to avoid unintended errors
Verify the recipient's identity: Before sending funds, make sure the wallet address belongs to a trusted party and matches legitimate communications
Watch for impersonators: MoonPay will never ask for sensitive information like passwords. When in doubt, confirm through official support channels
Review recipients and offers carefully: Double-check wallet addresses and be cautious of opportunities that seem too good to be true, as these are common scam indicators
Keep your devices secure: Use up-to-date antivirus or anti-malware software to protect yourself from phishing attempts
How do I handle a suspicious email claiming to be from MoonPay?
If you've received a suspicious email claiming to be from MoonPay, follow these steps to stay safe and report it.
Take immediate action
Don't click any links or download attachments
Don't reply to the email
Report it as phishing or spam using your email provider's tools
Check for phishing signs
Phishing emails often create urgency or ask for sensitive information. Be cautious of emails that:
Ask for your password, one-time passcodes (OTPs), or other private information
Direct you to click unfamiliar links or download attachments
Request funds, investments, or cryptocurrency for jobs, training, or equipment
Claim to offer profits or unusual payouts
Note: MoonPay will never ask for your password, one-time passcodes (OTPs), or private keys/seed phrase. Treat any email asking for these as fraudulent.
Secure your accounts
If you suspect an email is phishing:
Change your MoonPay password to a strong, unique password
Secure your email account: Update your email password and enable two-factor authentication (2FA)
Review MoonPay account activity for anything unusual
Report the phishing email to MoonPay
To help our team investigate, gather:
A screenshot of the email (including the sender's email address)
If available, the email headers or message source (for example, "Show original" or "Download message source," depending on your email provider)
Then contact MoonPay Support using the chat button in the bottom-right corner and attach what you've collected. Make sure the sender address is visible in your screenshot.
How can I request data from MoonPay for law enforcement or a bank?
All law enforcement requests can be submitted through our dedicated law enforcement portal. For privacy and security reasons, MoonPay can only respond to requests submitted through official channels.
How can I make my account more secure?
Boost your account's security with these tips:
Choose a strong password by mixing letters, numbers, and special characters. Avoid using the same password across multiple accounts, and never share it with others
Use a security key or Time-based One-Time Password (TOTP) via apps like Duo or Google Authenticator
Safeguard your email with two-step verification
Keep your device virus-free and updated
Double-check MoonPay emails: If something seems suspicious, contact MoonPay support
Be cautious when installing software and ensure third-party apps are safe for your device
Does MoonPay use customer deposits for anything?
MoonPay doesn't borrow or lend your deposits. Your funds are securely stored in the MoonPay wallet.
How can I report a security vulnerability to MoonPay?
We value the important role of security researchers in keeping our community secure.
If you discover any security vulnerabilities, please contact our support team by selecting the chat button in the bottom-right corner of this page.
How secure is Bitcoin, and has the Bitcoin network ever been hacked?
Bitcoin has a strong security track record, and its foundational blockchain technology has never been breached. The technology used to build Bitcoin is mathematically secure and is continuously enhanced by an open-source community. The software undergoes regular scrutiny and audits from this growing community.
However, security issues can arise at other points in the cryptocurrency ecosystem. Individual wallets, exchanges, and third-party services have been targets of hacking incidents. You should prioritize securing your private keys, using reputable wallets and exchanges, and staying informed about security best practices to enhance your safety in cryptocurrency.
How can I tell if an email is really from MoonPay?
Emails from MoonPay will always have the moonpay.com domain name at the end of the sender address. See our official email article for more information.
Why am I receiving a one-time passcode email if I didn't try to log in?
MoonPay uses a one-time passcode (OTP) security feature to help keep accounts secure. It works by sending you a confidential code via email or push notification that you can use to confirm your login to MoonPay. You need to enter it on MoonPay within 5 minutes.
This security feature is one of the ways we verify that it's really you logging into your account.
If you received an email asking you to enter an OTP and you haven't tried logging in, it could mean that someone else is trying to gain access to your account. However, this doesn't mean your account has been compromised—our security features are working as intended, so you can safely ignore these emails.
Important: Do not share your OTP with anyone. It's confidential, and MoonPay's team will never ask you for it. Sharing your OTP gives someone access to your MoonPay account, and you risk losing your funds and assets.