At MoonPay, we are required to complete your identity verification to follow the Know Your Customer (KYC) laws. KYC is a multi-step verification process that confirms the identity of customers, which helps prevent the creation and use of fraudulent accounts.
Additionally, MoonPay has two primary verification steps: Identity Verification, which ensures your account is recognized as "verified," and Source of Wealth (SoW) verification, which confirms the legitimacy of your funds.
The verification process is divided into four main categories:
Identity verification
Proof of address verification
Source of wealth verification
Selfie verification
Each category has its own common reasons for rejection during the verification process.
Identity verification
We may ask you to submit your photo ID again if:
Your ID is expired
You provided an unsupported ID type - we only support the following ID types:
Driver’s license
National ID
Passport (except for US residents)
Soon-to-expire ID - there's a gap of at least 30 days between submitting it and its expiry date
Damaged or worn-out ID - ensure that your ID is not damaged
Blurry images - ensure the pictures are clear and all 4 corners of the ID are visible
Low-quality images - ensure the document is fully visible, high resolution, and captured in good lighting to avoid shadowing or glare
Note: Documents without an English translation or non-Latin characters - in Arabic, Hebrew, or Japanese are not accepted.
Proof of address verification
Common reasons for address verification rejection include:
The name doesn't match - we only accept documents with your name
Screenshots or scans are a no-go - we only accept PDF files or the original pictures of the documents
Addresses on the document don’t match the address you provided during the registration process - use the same address you provided when making your first order
Ensure your address is updated in your MoonPay account before submitting a matching Proof of Address document
The document issue date is over three months - documents without an issue date will not be accepted
Using document types, we don't support - we only support the following documents:
Utility bills
Bank or credit card statement
Tax invoices (within the last 3 months)
Other government-issued residential statements or certificates
Documents are folded - all 4 corners of a document need to be visible
Source of Wealth verification
Common reasons for wealth verification rejection include:
No name is displayed on the document, or the name displayed does not match the name on your MoonPay account
No address is displayed on the document, or the address displayed does not match the address on your MoonPay account
The document does not display a date, or the document is dated outside of the required period - see the specific date requirements per document type
The document does not display a financial value or closing balance
The document has been cropped, blurred, or has redacted information
Bank statements or other Source of Wealth documents must display all pages and show income deposits (e.g., two salary deposits) within the last three months
Additionally, for pension-based income verification, ensure to submit a pension statement displaying your name, provider name, and payouts, as well as a bank statement showing two pension deposits within the past three months.
Where one or more of the above are true, we'll ask you to resubmit documents as per our requirements.
Steps for resubmitting verification documents
If your originally submitted documents were rejected, you’ll receive an email from MoonPay with a link to resubmit your documents
When you resubmit via the link, ensure:
Photos are of high resolution and original (no screenshots)
Documents are fully visible and match the category’s requirements
IDs and documents are unexpired and fully compliant
Upload Proof of Address or Source of Wealth documents as applicable:
For Proof of Address, use acceptable documents like utility bills or full bank statements
For Source of Wealth, use payslips, tax returns, or investment documents showing income deposits
Verify that names, addresses, and other details on the documents align with your MoonPay account information
Submit the verification form and wait for confirmation. MoonPay will review compliant submissions promptly
Tips to avoid rejection
Ensure all data on submitted documents matches your MoonPay account details
Use high-quality, uncropped photos or scans
Only upload documents via MoonPay's secure upload portal—never via email or chat for privacy reasons
Verify addresses, and ensure Proof of Address documents are issued within the last three months
Post-verification issues
Even after completing verification, you may encounter issues like a 24-hour cooldown period after account verification, transaction delays, or payment limits. The 24-hour cooldown is a mandatory security measure, and MoonPay also enforces limits on transaction amounts based on payment methods.
If you're required to submit additional documents and do not have access to the link provided, initiating a transaction will prompt you to submit the requested documentation.
If your account experiences delays or issues unrelated to document submission, such as transaction limits or account-specific problems, check your email for notifications or reach out to MoonPay support for further clarification.
Card selfie verification
Common reasons for card selfie verification rejection include:
Important information is missing - the uploaded image is unclear and lacks the card’s first six and last four digits, and the cardholder’s name
Blurry Images - we only accept clear images where all the information is easily read
Selfie - ensure that your face is shown
Apple/Google Pay screens - ensure that the screen shows the virtual or digital number or the physical card number
We may need a screenshot of a pending transaction from your online banking statement. You can provide this through your bank's app or website. Please read the email we sent you again. It will explain why we rejected your request and what additional documents we need.
Note: Remember, various wealth sources might need different documents. Check out our article on verifying your account for all the details. Following these rules is key to verifying your source of wealth.