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
To ensure your Source of Wealth (SoW) document is accepted, it must:
Clearly display your full name
Match the address on your MoonPay account
Be dated within the last 3 months
Be complete and uncropped (for example, a full PDF statement downloaded directly from your financial institution)
Common reasons for rejection include:
Name doesn't match - the document has no name, or the name doesn't match the name on your MoonPay account
Address doesn't match - the document has no address, or the address doesn't match the address on your MoonPay account
Missing, outdated, or unclear date - the document has no date, is dated outside the required period, or is illegible - see the specific date requirements per document type
No financial value shown - the document doesn't display a financial value or closing balance
Incomplete or altered document - it's a partial statement or screenshot, or has been cropped, blurred, or redacted; statements must include all pages
No income evidence - it doesn't show salary deposits, identifiable income, or invoices that match your bank deposits (for example, at least two salary deposits in the last 3 months)
Unsupported document type - we don't accept it for Source of Wealth verification (for example, a parent's allowance)
If your document was rejected, here's how to fix the most common issues:
Incomplete bank statement - submit a full PDF statement with all pages, transaction history, and the closing balance
Mismatched income or net worth - add supporting documents such as savings account statements, investment portfolios, or tax returns
Missing salary or income evidence - upload recent payslips, payroll records, or invoices that match the deposits on your bank statement
Unsupported document type - check the list of acceptable documents, such as payslips, tax returns, or investment statements, then resubmit
Note: For pension-based income, submit a pension statement showing your name, provider name, and payouts, plus a bank statement showing two pension deposits in the last 3 months.
If one or more of these apply, we'll ask you to resubmit your documents to meet 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
Important: Always ensure that you are using MoonPay’s secure upload portal when resubmitting sensitive documents. Avoid sending these documents via any other channels, such as email or chat, as they won't be processed and could compromise your personal data.
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
MoonPay ensures the privacy of personal identifiable information (PII) by requiring submissions only through its secure upload portal, a measure that safeguards uploaded documents like identity cards and proof of address from unauthorized access
Avoid sending PII through email or chat, as such submissions are deleted without review to protect your privacy from potential data breaches and misuse
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 you are still unable to find the secure upload portal link, try starting a transaction on MoonPay. This will prompt additional instructions on how to submit the requested documents securely.
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.
Updating your address and Proof of Address (POA) submissions
MoonPay now offers an automated flow that makes it easier to update your address and resubmit your Proof of Address (POA) when needed. Customers can resolve most POA issues directly in the app without waiting for support.
You can update your address and resubmit your POA if your POA status is:
Pending, or
Rejected (for example, if you’re troubleshooting a previous failed submission)
This allows you to correct mistakes, upload a new document, or reflect a recently changed address.
Important:
You cannot update your address on your own if:
You have only completed ID verification and have never completed a POA check before, or
Your full KYC (ID + POA) has already been successfully completed
In these cases, address changes must be handled by MoonPay support.
If you received an email about a POA rejection, follow the instructions provided to submit the correct documentation.
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.