If you’d like to submit a complaint to MoonPay, please contact Support using the chat widget in the bottom-right corner of this page.
If you can't connect to our support team, you'll be able to create a ticket instead.
Note: Our Customer Complaint Officer will review your case and aim to provide a written decision within the timeframes outlined in our Terms of Use.
Information required for your complaint
To help us address your concerns effectively, please be prepared to provide the following:
1. Complaint details
Full reference of the crypto-asset service or agreement to which the complaint relates (e.g., service provider name, service reference number, or other relevant transaction references)
Description of the complaint’s subject matter
Documentation supporting the facts mentioned
Date(s) of the events leading to the complaint
Description of any damage, loss, or detriment caused (if applicable)
Any other relevant comments or information
2. Complainant information
If you are submitting as an individual:
Last name
First name
Client reference (if available)
Address – Street, number, floor
Postcode
City
Country
Telephone
Email
If you're submitting as a legal entity:
Legal entity name
Registration number and LEI (if available)
Client reference (if available)
Registered office address – Street, number, floor
Postcode
City
Country
Telephone
Email
3. Contact details (if different from above)
Please provide the same information fields as in section 2 if your correspondence address or contact information differs.
4. Legal representative details (if applicable)
If a legal representative is filing on your behalf, provide:
Last name / First name / Legal entity name
Registration number and LEI (if available)
Address – Street, number, floor
Postcode
City
Country
Telephone
Email
Proof of representation – A power of attorney or other official document confirming their appointment
Supporting documentation
When submitting your complaint, please indicate which documents you are providing:
Power of attorney or other relevant document
Copy of contractual documents of the investment(s) to which the complaint relates
Other documents supporting the complaint
Note: This structure reflects what MoonPay Europe currently expects for complaints. It may be updated as our website and processes evolve.