Overview
When you log in to your MoonPay account or verify a transaction, MoonPay sends a one-time password (OTP) to the email address associated with your account. OTPs help keep your account secure and expire five minutes after being issued. If you’re not receiving OTP emails, the steps below can help resolve the issue.
Troubleshooting missing OTP emails
MoonPay sends OTPs only by email. If you don’t see your code, try the following steps.
Check your email folders
Look in your spam, junk, or promotions folders
Search your inbox for “MoonPay”
Whitelist MoonPay email addresses
Add the following addresses to your safe sender list or whitelist to prevent filtering:
Retry the OTP request
Wait a moment before requesting a new OTP
Enter the code as soon as it arrives, since it expires after five minutes
Check your email provider
Contact your email provider to confirm MoonPay messages aren’t being blocked or filtered
If issues continue, consider switching to another provider such as Gmail or Yahoo
Using Apple’s “Hide My Email”
If you signed up using Apple’s private relay email feature:
Check your iCloud inbox for forwarded OTP emails
On your iPhone, go to Settings > iCloud > Hide My Email to review forwarding details
FAQs
What if I receive an OTP email I didn’t request?
What if I receive an OTP email I didn’t request?
Don’t enter the code anywhere. Secure your account by creating a unique password and enabling two-factor authentication. Report any unauthorized activity to your bank or payment provider, and ask MoonPay to suspend the affected account.
What happens if I don’t enter the OTP during account creation?
What happens if I don’t enter the OTP during account creation?
MoonPay requires the OTP to complete account creation. If the code isn’t entered, the account isn’t activated, and no personal data is saved.
Summary checklist
Check spam, junk, and promotions folders
Whitelist MoonPay email addresses
Retry the OTP request and enter it promptly
Check email provider filtering settings
Contact MoonPay support if issues persist
Following these steps should resolve most OTP email delivery issues and help you regain secure access to your MoonPay account.