Overview
MoonPay applies its Terms of Use and applicable compliance requirements to support safe and compliant use of our services. If your account has been disabled, this article outlines common situations that may lead to disablement, what to expect, and the steps you can take next.
At a glance
Your MoonPay account is disabled, so you can’t use MoonPay services
MoonPay does not custody your crypto; your funds are not taken or frozen
Some disablement decisions are final and can’t be appealed
You can still access your crypto by exporting your recovery phrase
Why accounts may be disabled
MoonPay may disable an account when activity conflicts with our Terms of Use or raises security or compliance concerns. Common reasons include:
Terms of Use violations: Activity that goes against platform rules, including prohibited use or policy violations
Duplicate accounts: MoonPay allows one account per person. If multiple accounts are detected, they will be restricted and permanently closed
Suspected fraud or scam activity: Accounts are disabled when activity suggests fraud, scams, or unauthorized access, to help protect customers and their information
What happens when an account is disabled
If your account is disabled for Terms of Use, security, or compliance reasons, access to MoonPay services is restricted. In some cases, disablement decisions are final and cannot be reversed.
Disabled accounts:
Cannot be reactivated or appealed if the disablement is due to a Terms of Use violation
Lose access to all MoonPay services, including buying, selling, and withdrawing through MoonPay
Do not receive detailed reasons for disablement, due to security and compliance requirements
Important: MoonPay does not custody your crypto. Even if your account is disabled, you remain the owner of your assets.
Managing your crypto after account disablement
If your account has been disabled, you still control your crypto and can take steps to manage or move your assets.
Pending transactions
Any charges you see at the time your account is disabled are typically pre-authorization holds, not completed payments. Banks usually release these holds automatically, but timing can vary by bank. If a hold doesn’t drop off after a few business days, contact your bank for help.
Exporting your crypto assets
Note: Disabled accounts block buy and sell actions, but wallet export is still allowed.
You can export your wallet’s recovery phrase to move your crypto assets to another wallet, such as MetaMask or Trust Wallet.
Before you start
Your recovery phrase is the key to your wallet. Anyone who has it can access your funds
MoonPay Support will never ask for your recovery phrase
Store it somewhere private and secure, offline. For example, write it down and keep it in a safe place. Don’t take screenshots, save it digitally, or share it with anyone
To export your recovery phrase
Open the MoonPay app
From the home screen, tap your wallet card
Select the wallet card for the network you want (for example, Ethereum, Bitcoin, Solana, XRP Ledger, or TRON)
Tap the three-dot menu (⋯)on the wallet card
Choose Show recovery phrase
Import the recovery phrase into a non-custodial wallet of your choice
How networks work (and why it matters)
Crypto is stored on specific networks (also called blockchains). Your MoonPay app shows separate wallet cards because each network has its own wallet address.
Ethereum assets use the Ethereum network (often labeled ERC-20 for tokens)
Bitcoin uses the Bitcoin network
Solana uses the Solana network
TRON uses the TRON network (often labeled TRC-20 for tokens)
XRP uses the XRP Ledger
When you move funds to another wallet
You’ll need an external wallet that supports the same network as your asset
If a token is available on more than one network, confirm you’re using the same network in your external wallet as the one shown in the MoonPay app
Sending assets on the wrong network can result in lost funds or require recovery steps that aren’t always possible
Restrictions on creating a new account
If your account is disabled for a Terms of Use violation, creating a new MoonPay account is not permitted.
Important: Accounts that are disabled cannot be replaced with a new account.
What are my options?
If your account is permanently disabled, you can:
Review MoonPay’s Terms of Use to understand the general rules and restrictions
Use supported recovery options to access your crypto assets through external wallets
Consider alternative crypto asset platforms for future transactions
Key takeaways
Accounts may be disabled due to Terms of Use violations or suspected fraudulent activity
Disablement decisions may be final, and detailed reasons are not shared for security purposes
You can still manage funds by exporting your recovery phrase or relying on automatic returns
Creating a new MoonPay account after disablement is not allowed