Explore our FAQs to discover answers to frequently asked questions, addressing common queries about security measures and fraud prevention. Gain insights and assurance regarding the safety of your interactions with our services.
Is my information safe with MoonPay?
We really care about keeping your info safe at MoonPay. We use strong security measures for your personal details and transactions. Please be aware of the potential risk of data leakage when transmitting sensitive information online. We can't guarantee that your data will remain secure during transmission.
Tip: To see how MoonPay handles your information, read our privacy policy.
How long will you keep my data?
We retain your personal data only for as long as it is needed to fulfill the purposes for which it was collected and while we have a valid legal basis to continue processing it. Exact retention periods can vary by country and by record type. When data is no longer required, we will delete it or anonymize it in line with our retention schedules.
For more information, please see our Privacy Policy found here.
Note: In some cases, we must retain certain information to comply with applicable laws (for example, anti‑money laundering or tax rules). Where we are required to keep data, we restrict our use of that data to the legally required purpose only, and permanently delete it once there is no longer a legal basis to retain it.
How can I erase all my data?
If you would like to request deletion of your personal data, please 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 are not required to retain or for which we no longer have a valid legal basis to process. Where we must retain certain information (i.e., 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 will delete it once no such basis remains. We will retain only the minimum amount of data necessary for those purposes.
Is it safe to use MoonPay to buy and sell crypto?
Keeping our customers safe is a top priority at MoonPay. We use strong security measures for your personal details and transactions, and have satisfied over 30,000 TrustPilot customers and 250+ cryptocurrency services who trust our services.
Has your account been compromised?
If you think your account may have been compromised:
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
If you notice unauthorized access or activity, contact our support team immediately by selecting the chat button in the lower right-hand corner
When reaching out, include details such as recent activity and any unauthorized transactions to help our team investigate quickly
Important: Take these steps as soon as possible to protect your funds and prevent further unauthorized access.
Unfamiliar with MoonPay, but spot a charge on your card? Here's what to do!
If you think someone used your card to make a MoonPay account or buy crypto without your permission, your card might be compromised.
Important: Cryptocurrency transactions are irreversible, so we can’t refund any transaction once it's completed.
Quickly contact your bank to cancel your card. This step will prevent others from using your card to buy cryptocurrency from MoonPay. Additionally, MoonPay may activate precautionary internal measures, such as restricting account activity, to prevent further unauthorized usage while investigations are underway.
What should I do if I’ve sent cryptocurrency to a scammer?
Cryptocurrency transactions are irreversible. Once you send crypto, it’s permanently recorded on the blockchain and can’t be canceled or changed — even if you entered the wrong wallet address or amount.
Important: MoonPay can’t refund or recover crypto sent to a scammer — even if the transaction was fraudulent. This is due to the immutable nature of blockchain, which ensures transactions can neither be canceled nor reversed. Additionally, once funds are sent to an external wallet, MoonPay no longer has control over them since these wallets operate outside its jurisdiction. These essential aspects make it technically impossible to reverse such transactions.
If you believe you’ve been scammed:
While we can’t reverse the transaction, taking the steps below can help you 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 the incident to law enforcement: Gather and save 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 financial institutions: If the scam involved a credit/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 any 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
Note: While MoonPay may review reports and take steps to prevent future fraud, completed blockchain transactions cannot be reversed or changed.
Tip: 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.
Additionally, avoid sending funds hastily and double-check all transaction details to minimize risks.
Additional tips to stay safe
Understand the nature of blockchain transactions: Familiarize yourself with 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 out for impersonators: MoonPay will never ask for sensitive information like passwords; when in doubt, confirm through official support channels
Review fund 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
What should I do if I have received a suspicious email from MoonPay?
If an email from MoonPay seems fishy, it might be a scam. Follow these steps:
Use the chat button at the bottom-right to connect with our support team. Attach a screenshot of the received email. Make sure the sender's email address is visible
Delete the suspicious email from your mailbox immediately
Important: Don't download attachments or click links in suspicious emails. Being aware of and reporting these emails helps protect our users and stops scams.
How can I request data from MoonPay for law enforcement or a bank?
All law enforcement requests can be submitted via our dedicated law enforcement portal located here.
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 twice, 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 2-step verification
Keep your device virus-free and updated
Double-check MoonPay emails. If something seems off, contact 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 disclose a security vulnerability to MoonPay?
We value the vital role of security researchers in keeping our community secure.
If you discover any security vulnerabilities, please reach out to 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 secure track record, and its foundational blockchain technology has never faced a breach. The technology used to build Bitcoin is mathematically secure, following the laws of the universe, and is continuously enhanced by an open-source community. The software undergoes regular scrutiny and audits from this expanding community.
However, it's important to note that while the Bitcoin network has proven resilient, security issues can arise at other points in the cryptocurrency ecosystem. Individual wallets, exchanges, and third-party services have been targets of hacking incidents. Users should prioritize securing their private keys, using reputable wallets and exchanges, and staying informed about best security practices to enhance their safety in cryptocurrency.
Is this email really from MoonPay?
Emails from MoonPay will always have the moonpay.com domain name at the end of them. See our official email article for more information.
I didn't try to log in to MoonPay. Why am I receiving an email with a one-time passcode?
MoonPay has implemented 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 then need to enter it on MoonPay within 5 minutes.
This security feature is one of the ways we check that it’s really you logging into your account. I didn’t try to log in to MoonPay, so why am I receiving an email with a one-time passcode?
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. But it doesn’t mean your account has been compromised—instead, 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.