Overview
If you believe you’ve been targeted in a cryptocurrency scam, act quickly to protect your funds and secure your personal information. This article outlines the key steps to take and explains what MoonPay can and cannot do to assist.
1. Report the incident to law enforcement
Gather as much detail as possible before filing a report. Include:
How you were contacted (for example, by email, social media, or phone)
Any messages or instructions you received
Transaction details such as wallet addresses, transaction hashes, and amounts sent
Screenshots or other evidence of the scam
File an official report with your local or national law enforcement agency. Provide all collected information to help their investigation.
If you believe your personal information was used fraudulently, you may also want to report identity theft to the appropriate local authority or agency in your country.
Important: MoonPay can't recover cryptocurrency once it's been sent, and law enforcement is best positioned to investigate. Don't send additional funds or share sensitive information with the scammer. Be especially cautious of demands for a "deposit" to unlock funds — these are common follow-up scam tactics. Block the individual immediately and stop all communication.
2. Secure your financial accounts
If you shared sensitive financial information (such as credit card details or bank account numbers):
Contact your bank or payment provider immediately
Ask them to block or replace any compromised cards or accounts
Request information about dispute or chargeback options for unauthorized transactions
Change your passwords for key accounts and make sure each is strong and unique
Enable two-factor authentication (2FA), especially on your email and financial accounts
Use reference numbers from your statements to provide precise details when reporting scams or unauthorized transactions
Contact your mobile carrier to make sure your SIM card is secure and has not been compromised
Monitor your statements for unauthorized transactions and report any suspicious activity to your bank or payment provider immediately
Tip: Avoid reusing passwords across services, and update any accounts that may share the same login details.
3. Understand cryptocurrency transaction irreversibility
Once a cryptocurrency transaction is confirmed on the blockchain, it cannot be canceled or refunded by MoonPay, your wallet provider, or your bank. This is an inherent feature of blockchain technology.
While the transaction itself can’t be reversed, law enforcement and financial institutions may still assist in investigating the fraud and preventing further losses.
4. Work with MoonPay if your account is affected
If your MoonPay account is linked to suspected scam activity or unauthorized transactions:
MoonPay may temporarily restrict purchases or block your account to protect you
You can deactivate your MoonPay account through your account settings
Secure the email account you use for MoonPay (change your email password and enable two-factor authentication (2FA)), since MoonPay login uses a one-time verification code sent to your email
Review any linked wallets for potential vulnerabilities or unauthorized activity
Contact MoonPay Support to report suspected misuse and share relevant details (for example, transaction IDs or wallet addresses), so our team can review the activity
MoonPay may review suspected misuse of your information and take steps to help prevent further unauthorized activity on the platform
If law enforcement contacts MoonPay as part of their investigation, MoonPay will cooperate and provide information as permitted by law.
Note: MoonPay cannot guarantee recovery of lost funds and may be limited in the details it can share for security and privacy reasons.
5. Learn how to avoid future scams
Take time to learn how to recognize and avoid common cryptocurrency scams.
Resources such as MoonPay’s scam awareness guides can help you:
Identify suspicious offers or communications
Make safer decisions when buying or transferring crypto
Be cautious of requests for additional deposits to release funds, which are a common scam tactic
Verify transaction requests and be wary of demands to return funds you never received, especially if you cannot confirm the transaction
Never share sensitive credentials — legitimate services will never ask for bank login details or require you to download unrelated apps
Watch for phishing emails or messages asking for personal or financial information
Regularly review best practices for keeping your accounts and assets secure.
Tip: Always double-check URLs, avoid sharing wallet keys, and be cautious of anyone promising guaranteed returns. For practical safety advice, check out our guide on how to stay safe when using cryptocurrency.
FAQ: If someone used your identity or payment details
Why might MoonPay ask for my name and phone number?
Why might MoonPay ask for my name and phone number?
If you believe someone used your personal information fraudulently, MoonPay may ask for identifying details to help locate and review any suspected unauthorized accounts.
Can a scammer access my identity verification documents?
Can a scammer access my identity verification documents?
If someone used your documents to create a MoonPay account and that account is suspended, access to that account may be restricted. However, if you shared ID images or selfies directly with a scammer outside MoonPay, MoonPay cannot control copies shared outside the platform.
Can MoonPay confirm whether someone opened an account in my name?
Can MoonPay confirm whether someone opened an account in my name?
MoonPay may be able to review suspected misuse of your information and confirm limited account-related details where appropriate. In some cases, MoonPay may be restricted in what it can share for security and privacy reasons.
How can I deactivate my MoonPay account?
How can I deactivate my MoonPay account?
If you no longer wish to use MoonPay, you can deactivate your account by following the steps outlined in the account deactivation guide.
Summary
If you’ve fallen victim to a scam, report it to law enforcement and your bank as soon as possible. Acting quickly helps prevent further financial loss and supports any investigation or recovery efforts.