Important: Each customer can only have one verified MoonPay account.
Overview
If you’re signing up for a new MoonPay account and see an “Account already exists” error, it just means our system has spotted that you already have an account with us. Don’t worry — your account is safe, and you’ll be guided through the right next steps.
This can happen in two ways:
At signup: You enter a mobile number that’s already linked to another account
During KYC: You sign up with a new email and phone number, but once you verify your identity, we detect you already have an account
Either way, you’ll have the option to sign back in to your existing account, or update it with your new details.
If your mobile number is already linked to another account
When you create a new account using a mobile number that’s already connected to an existing MoonPay account, you have two options:
Option 1: Sign in to your existing account
Select Sign in to your existing account when you see the error message
Enter your login details and follow the on-screen prompts
Option 2: Move your phone number
Select Move phone number
Enter the 6-digit code sent to your phone by SMS
Once the transfer is complete, you’ll see a success screen
You’ll also receive an email confirmation sent to your original account email address
Note: If we can’t move your phone number in real time, you’ll see the error “Sorry, we’re unable to move your number.” In that case, you can either:
Contact our support team by selecting the chat button at the bottom-right of this page, or
Select Back to sign in to log into your original account
Important: Your phone number can only be linked to one MoonPay account. If you move it to a new account, you’ll still be able to access your original account — but the next time you log in, you’ll need to add a different phone number to it.
If a duplicate account is found during KYC
If you sign up with a new mobile number and email address, you won’t see a duplicate warning right away. Instead, while going through the KYC flow, our system may detect that you already have an account.
At this stage, you’ll have two options:
Option 1: Sign in to your existing account
Select Sign in to your existing account when you see the error message
Enter your login details and follow the on-screen prompts
Option 2: Update your existing account with your new email
What happens next depends on whether your new account has a wallet balance:
If your new account has a wallet balance
If your new account has a wallet balance
Before you can update your existing account, you’ll be asked to either save your recovery phrase or move your funds.
Important: If you skip this step, you’ll lose access to your balance.
You'll see three options:
Get my recovery phrase
You’ll need to check two boxes confirming that: 1) you understand sharing the recovery phrase with others gives them full access to your assets, and 2) you understand you’re responsible for the security of the recovery phrase and that MoonPay cannot help recover it if you lose access
Once both boxes are checked, select Continue to view and copy your recovery phrase
Send my balance now
Send your balance to another wallet address
Skip – I’ve saved my recovery phrase
Confirm a few details and then select Update email to update your existing account with your new email address
If your new account doesn’t have a wallet balance
If your new account doesn’t have a wallet balance
Your existing account will simply be updated with your new email address. You’ll receive a confirmation email once this is complete.
This keeps your identity tied to a single verified account and ensures your access stays secure.
Note: If we can’t move your email in real time, you’ll see the error “Sorry, we’re unable to update your email.” In that case, you can either:
Contact our support team by selecting the chat button at the bottom-right of this page, or
Select Back to sign in to log into your original account
Troubleshooting sign-in issues
If you’re unable to access your original MoonPay account, try the following:
No access to your original email – Get in touch with our support team by selecting the chat button at the bottom-right of this page
Can’t remember your email address – Search your inboxes for a “Welcome to MoonPay!” email to identify which email you used to sign up
Lost access to a Gmail account – You can try to recover it directly through Google at Google Account Recovery
Tip: Once you regain access to your original account, you’ll have a smoother experience than creating a new one.
I don’t recognize this action on my account
If you receive an email saying your phone number was removed or an attempt was made to transfer it, or that your email address has been updated — and you didn’t request this — please contact our support team using the chat button at the bottom-right of this page.