Overview
MoonPay requires identity verification to keep your account secure and meet regulatory requirements. For US customers, if your Social Security Number (SSN) fails validation, several common issues may be responsible. This guide walks you through why SSN checks fail and how to resolve them.
Common reasons for SSN validation failures
Incorrect or mismatched data
Your SSN may fail if the information you enter doesn’t match official records.
Check for typos: Make sure the SSN you enter is your own and contains no missing or incorrect digits
Match your legal name: Confirm that your full legal name matches the name associated with your SSN. Name changes (such as after marriage) can cause verification failures
Invalid or missing documentation
Your verification may fail if the documents you submit are unclear, incomplete, or don’t meet MoonPay’s requirements.
Use original, unedited, high-resolution images
Ensure all four corners are visible and the document is fully readable
Regional misalignment
You may be incorrectly asked for an SSN if your registered address doesn’t match your actual region.
If you’re not a US resident but are prompted for an SSN, check the address you used during registration
A regional mismatch can trigger the wrong verification requirements
How to troubleshoot SSN verification issues
1. Verify and resubmit your information
Double-check your SSN entry: Make sure it matches official records and belongs to you
Confirm all personal details: Ensure your legal name and other information match your government documents
Resubmit documentation using MoonPay’s secure verification link or the retry button in your account
Submit high-quality, unedited images
Make sure all details are visible and meet verification standards
Important: Only submit documents through MoonPay’s secure verification portal or the official verification link sent to your email.
2. Address name mismatches
If your legal name has changed or doesn’t match Social Security records:
Submit official documentation (e.g., marriage certificate, court order, deed poll)
If issues persist, upload additional strong documents, such as a birth certificate, to support your identity verification
3. Compliance and security reminders
MoonPay protects your personal information and follows strict compliance requirements.
Important: Never send your SSN or sensitive personal data by email. Only upload it through MoonPay’s secure verification portal.
4. International users and regional adjustments
Users outside the US should not be asked to provide an SSN.
If this happens due to a registration error, create a new account with your correct location details
This ensures you receive the proper verification requirements for your region
Final notes
MoonPay requires SSNs for US-based customers to comply with KYC and AML regulations
An ITIN (Individual Taxpayer Identification Number) cannot be used for this verification
If verification remains incomplete, contact MoonPay support via the chat button at the bottom right of this page
Avoid sharing sensitive data outside the secure verification system
For more help, check your verification email for specific instructions.