Explore our Transaction FAQs for quick answers to common questions about your transactions. Learn about checking transaction status, the duration of card payments, and whether you can edit or cancel your order. And get insights into canceling a bank transfer purchase order and find solutions to various transaction-related queries.
Handling declined transactions
If your transaction is declined by your bank, no cryptocurrency will be delivered, and MoonPay will not charge your payment method. Any "pending charge" seen is a pre-authorization hold, automatically released within a few business days by your bank.
What to do if you encounter unauthorized transactions or errors
In case of unauthorized transactions or errors:
Secure your financial accounts by updating passwords and notifying your bank.
Report incidents to local authorities with relevant details like wallet addresses and communications.
Discuss remedies with your bank, such as chargebacks for unauthorized payments.
Preventing errors in future transactions
To avoid mistakes or issues:
Verify payment details meticulously before completing your order
Guard against fraud by not sharing financial or wallet details with unverified parties
Plan carefully to account for cryptocurrency price fluctuations to avoid unexpected costs
How do I check the status of my transaction?
There are two ways to check your transaction's status:
Click the link in the email you received once you place your order
You can also check the status of your order by clicking on the transaction in your Trade History
Transaction tracker UI in the MoonPay app.
How long does receiving cryptocurrency after making a card payment take?
Usually, card payments are fast and processed once all necessary checks are done. Due to verifications, initial transactions could take a few minutes to a few hours. Most follow-up transactions go through in around 20 minutes. But, during heavy order volumes or added checks, it might take longer.
Can I edit my order details after I’ve placed the order?
Once you’ve confirmed your order, we can't modify it. If it's pending verification, we might cancel it. Click the chat button in the bottom right of this page to get in touch with our support team.
Can I cancel my order?
You can't cancel the order once you've bought or sold cryptocurrency. Cryptocurrency transactions are final. If you’d like to cancel an order that hasn’t been verified yet, click the chat button in the bottom-right corner of this page to connect with our support team. We'll confirm the cancellation for you.
Cryptocurrency transactions are processed on a blockchain, making them permanent and irreversible once completed. MoonPay has no control over blockchain transactions after they are finalized, which is why completed orders cannot be canceled, refunded, or reversed, even if made in error. This ensures the integrity and trustworthiness of blockchain technology.
Can I cancel my bank transfer purchase order?
Pending transactions, where the cryptocurrency has not been delivered yet, may qualify for cancellation. Be sure to contact MoonPay Support with the specific Order ID to request cancellation. However, if the transaction has already been processed, it cannot be canceled.
Avoid transferring if you wish to cancel a bank transfer purchase order. Your orders will automatically be canceled within a week of being created. You will receive an email to confirm the cancellation.
If the bank transfer is done and you want to cancel, select the chat button in the lower right-hand corner to get in touch with our support team. If we're still processing the payment and haven't sent the crypto yet, we may cancel the transaction and refund your bank transfer soon.
Transaction canceled UI in the MoonPay app.