Overview
Crypto purchases on MoonPay can occasionally fail or be declined due to card issuer policies, authentication issues, or payment limits. This article explains the most common causes, how pre-authorization holds work, and what steps you can take to resolve these issues.
Common reasons a crypto purchase may fail
Card issuer restrictions
Some banks restrict or block cryptocurrency-related transactions.
Bank risk controls: Your bank may decline crypto purchases due to internal risk or policy restrictions
3D Secure verification failures: Transactions can fail if you don’t complete your bank’s 3D Secure authentication
Make sure you respond promptly to verification requests sent by SMS, email, or push notification
Pre-authorization holds
When you start a purchase, your bank may place a pre-authorization hold to verify your card and confirm available funds.
Pre-authorization holds aren’t charges
They’re used by banks to check card validity and available balance
If the transaction fails, the hold is usually released automatically
Release timing depends on your bank and typically takes up to 10 business days, but may take longer depending on your bank's processing times
Purchase amount exceeds your card limit
If your purchase exceeds your card’s daily or monthly limit, your bank will decline it.
Try reducing the purchase amount
Or use a different payment method that supports higher limits
How to resolve payment failures
Try the following steps to complete your purchase:
Verify card eligibility: Contact your bank to confirm your card is authorized for cryptocurrency purchases
Retry with correct authentication: Double-check your details and complete any 3D Secure prompts promptly
Use a different payment method: If your card continues to fail, try another debit card or a bank transfer
Troubleshooting pending transactions
If you see a pending charge after a failed purchase, it usually means that your bank has placed a pre-authorization hold (explained above).
MoonPay doesn’t capture these funds
The hold is released automatically based on your bank’s timeline
This typically takes up to 10 business days, but may take longer depending on your bank's processing times
Note: Pending amounts may still appear in your bank account even though the transaction failed.
Tip: For more details on why a transaction may be pending and how pre-authorization holds work, see Why didn’t my crypto purchase go through, or why is it still pending?
When crypto doesn’t appear in your wallet
If funds were deducted, but the cryptocurrency isn’t in your wallet:
Check the transaction status on the blockchain using your transaction hash
If the transaction shows as completed, contact your wallet provider for further assistance
Best practices for smoother purchases
Avoid repeatedly retrying purchases in a short time, as this may trigger fraud controls. If the issue continues, contact your bank to check whether a security block has been placed
Review your bank’s cryptocurrency fraud and payment policies
Ensure you have enough available funds and stay within your card’s payment limits
Conclusion
Most MoonPay purchase failures are caused by bank restrictions, authentication issues, or card limits. By understanding these causes and following the steps above, you can resolve most payment issues and complete your crypto purchase successfully.