Overview
Some MoonPay purchases can fail or stay pending due to bank declines, verification issues, or security reviews. This article explains the most common causes, what they mean, and how to get things moving again.
Common reasons for failed or pending transactions
1. Bank-related declines
Your bank or card issuer may decline a payment for reasons like insufficient funds or restrictions on crypto-related purchases.
How to resolve:
Contact your bank to ask why the payment was declined and request the removal of any restrictions
Use a payment method in your name that’s authorized for purchases
Finish your bank’s 3D Secure prompts to authorize your card successfully
Ensure you have enough available funds, taking into account any pending holds from earlier transactions or currency conversion
Try another card if the issue continues
Important: Your bank might block crypto transactions automatically. It’s a good idea to check with them about their policy on cryptocurrency purchases.
2. Pending transactions and pre-authorization holds
Your bank may show the transaction as pending while it processes verification. When MoonPay requests a pre-authorization hold, this isn’t a completed charge. The hold simply ensures funds are available. However, in the event that we do not complete your transaction, the funds will be released by your bank.
How to resolve:
Wait for the hold to drop, which typically happens automatically within up to 10 business days (this varies depending on each bank’s processing time, and MoonPay can’t expedite it)
Contact your bank if the hold remains after this period or 30 days
Check your order status in the app’s trade history (Activity tab on the MoonPay app) to confirm whether it’s still under review or was canceled
What happens when a transaction fails?
MoonPay doesn’t capture any funds unless the transaction is fully authenticated and completed
Any pre-authorization hold placed by your bank is released automatically within the standard processing time (up to 10 business days, depending on your bank)
Note: You may still see a pending amount in your bank account even though the transaction failed — this is normal for pre-authorization holds.
3. Verification failures
MoonPay requires verification to keep customers safe. If you don’t complete a required step — such as confirming your identity or finishing bank authentication — your order may be cancelled automatically.
How to resolve:
Complete any additional verification promptly (for example, submitting a selfie with your card showing your name and specific digits - if this is required, you’ll see this instruction in your order’s tracker and in an automated email from MoonPay with further instructions)
Note: Verification steps often expire if not completed quickly, which can cause the transaction to cancel.
4. Security and compliance review
Our internal systems may flag your transaction for additional review to prevent unauthorized use. These checks help protect our customers and our platform, as safety is a top priority at MoonPay.
How to resolve:
Your MoonPay account should only be accessed and used by you
Make purchases only with payment methods in your name
Avoid buying crypto on behalf of someone else
Important: Transactions flagged for review won’t process until the review is complete, which may take up to 72 hours.
5. Other technical or bank-side issues
Occasionally, delays occur due to technical errors or slower response times between MoonPay and your bank.
How to resolve:
Check with your bank to make sure the transaction wasn’t flagged as suspicious
Try again using a stable internet connection
Double-check all details to ensure there are no typos during checkout
Ensure your billing address is up-to-date on both your MoonPay account and with your card provider
Tip: If you retried a purchase, check your bank app for multiple holds — each attempt may create its own temporary hold.
Additional guidance
Confirm you have enough available funds before making a purchase
Use the MoonPay app to track the status of your transactions and review your trade history
Contact your bank or MoonPay support if issues continue
Tip: Checking your trade history (Activity tab on the MoonPay app) is the fastest way to confirm whether an order is pending, canceled, or completed.
FAQs
Why do I see a charge if my purchase failed?
Why do I see a charge if my purchase failed?
This is a pre-authorization hold, not a completed charge. It should disappear automatically within up to 10 business days, which is the common standard. This depends on your bank’s processing times.
Can MoonPay speed up the release of a pre-authorization hold?
Can MoonPay speed up the release of a pre-authorization hold?
No. This is an automated process and depends on your bank’s own processing times.
Why was I asked for additional verification?
Why was I asked for additional verification?
Extra verification helps protect your account and prevent unauthorized transactions.
What if my bank keeps declining crypto purchases?
What if my bank keeps declining crypto purchases?
Ask your bank if they support crypto-related transactions, or try another payment method in your name.