Overview
MoonPay applies its Terms of Use and uses safety checks to help protect customers and prevent misuse of our services. If your account has been disabled, this article explains common reasons and situations that may lead to disablement, what to expect next, and what options you have.
At a glance
Your MoonPay account is disabled, so you can’t use MoonPay services
MoonPay does not hold or control your crypto; your funds are not taken or frozen
If you think we made a mistake, you can request a review. Some disablement decisions are final and can’t be appealed
You can still access and move your crypto by exporting your recovery phrase
Some restrictions are temporary and can be resolved through identity verification or a security review
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
Temporary restrictions — what you can do
Not all restrictions are permanent. If your account has been temporarily restricted for a security review, identity verification issue, or suspected fraud, our support team will work with you to investigate.
Depending on the reason, we may ask you to complete one or more of the following:
Identity verification: A clear photo of your government-issued ID and a selfie holding a handwritten note that says "For MoonPay Support" along with today's date
Security questions: Confirming details such as whether you've shared your login credentials, purchased crypto on behalf of a third party, or been directed by someone to send crypto to a specific wallet
Source of wealth documentation: For accounts undergoing Enhanced Due Diligence (EDD), proof of income or assets may be required
Once our specialist team has reviewed your case, you'll receive an email with the outcome.
Note: Review timelines vary depending on the type of restriction. You'll be notified by email once a decision has been made.
If you think the restriction is a mistake
If you believe your account was restricted in error — for example, due to a duplicate account you didn't create, or a security flag on normal activity — contact our support team using the chat button at the bottom right of this page. We'll review your case and escalate it to the relevant specialist team.
To help us investigate quickly, have the following ready:
Your full name, date of birth, and registered address
The email address linked to your account
Any context about why you believe the restriction may be incorrect
Permanent disablement — what happens
If your account has been permanently disabled for a Terms of Use violation, access to MoonPay services is fully restricted, and this decision cannot be reversed.
Important: If your account was disabled for a Terms of Use violation, this decision is final and cannot be reversed. MoonPay is unable to reactivate these accounts, and creating a new account is not permitted.
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 hold 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.
Important: If you have a MoonPay Balance, your funds are safe. Contact our support team via the chat button at the bottom right of this page for help with the refund process.
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 (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, you can’t create a new MoonPay account.
Important: A disabled account can’t be replaced with a new one.
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
You can request a review if you think we made a mistake, but some decisions are final. 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