Overview
When you sell crypto with MoonPay, your payout is sent to the payment method you selected during the transaction. This article explains how to confirm your sell order payout, understand expected timelines, and troubleshoot delays or failures.
How MoonPay sell order payouts work
MoonPay processes sell orders by receiving your crypto deposit and then initiating a payout to your chosen payment method.
Supported payout methods include:
Visa Direct cards that support fast payouts
PayPal accounts
SEPA bank transfers for euro (EUR) payouts
You choose your payout method during the sell setup. You can review available payout options in your account settings or on the transaction setup screen.
How to confirm your sell order and payout status
To confirm your sell order and payout:
Check your sell order details
Open your MoonPay account and review the order
Confirm the recipient information matches your selected payout method
Verify the order status
A status of Completed means MoonPay has initiated the payout
Confirm your crypto deposit
Use the transaction hash (TXID) from your wallet or order details
Make sure the deposit was sent to MoonPay’s designated wallet address
Important: Your crypto must be sent to the exact MoonPay deposit address shown in your sell order. If the address doesn’t match, the sell order can’t proceed.
Expected payout timeframes
Payout timing depends on the method you selected:
Visa Direct cards:
Fast payouts: within 30 minutes
Standard card payouts: up to 2 business days
SEPA bank transfers (EUR):
1–3 business days, depending on your bank
PayPal:
Usually completed shortly after the order shows Completed
Timing depends on PayPal’s processing
MoonPay Balance:
UK/EEA: Withdrawals usually take minutes but may take up to 3 business days
US: ACH takes up to 2 business days. PayPal/Venmo takes between 5 and 10 minutes
Note: A Completed status means MoonPay has initiated the payout. Your bank, card provider, or PayPal may still need additional time to process the funds.
Note: PayPal payouts depend on PayPal’s internal processing times, which can vary.
If your payout takes longer than expected, see the troubleshooting section below.
Troubleshooting sell order payout issues
Common reasons for delays
Sell orders initiated via MoonPay partners:
If you placed a sell order through an external wallet (such as Trust Wallet), you must send the crypto to MoonPay before the order can be executed
Each partner will have an integrated sell flow, which will guide you through the process of sending the crypto to MoonPay
Open the transaction tracker by selecting the sell order from the Activity tab to view the deposit instructions
Expired quotes:
If your order is pending, the original quote may have expired
Review the order and accept a new quote or cancel the transaction
Bank processing delays:
If the payout shows as completed but funds aren’t visible, they may still be in transit
Contact your bank and provide the Acquirer Reference Number (ARN) from MoonPay
Tip: When contacting your bank about a delayed payout, sharing the ARN helps them locate the transfer more quickly.
Recipient refusal:
In rare cases, banks or payment providers may decline a payout
Contact the receiving institution and share the ARN for investigation
How to resolve payout issues
Verify the payout method:
Confirm funds were sent to the correct recipient (card, bank, or PayPal)
Check the sell order details for payment identifiers, such as the last four digits of your card
Contact MoonPay support if needed:
If the issue persists, submit a support request via the chat button at the bottom right of this screen
Include all relevant transaction details to help speed up resolution
Special cases and additional tips
Bank coordination:
MoonPay can’t contact your bank on your behalf for security reasons
You’ll need to work directly with your financial institution
Payouts sent to MoonPay Balance:
In some cases, funds may be credited to your MoonPay Balance instead of your bank account
You can withdraw these funds manually using the MoonPay app
Failed refunds or payments:
Refunds are sent back to the original payment method
For failed payouts, contact the receiving bank and provide the ARN
Conclusion
Sell order payouts on MoonPay are usually straightforward when you verify order details, confirm deposit information, and allow time for your payout method to process. Most delays are resolved by checking transaction status or contacting your bank with the ARN. If issues continue, MoonPay Support can help review your transaction.