Overview
Cryptocurrency transactions are recorded on a blockchain, making them immutable and permanent. Once a transaction is confirmed, it can't be canceled, redirected, or refunded — this applies to both buy and sell orders processed through MoonPay. That's why it's important to double-check the wallet address before confirming any transaction.
Unauthorized transactions and fund recovery
If you sent crypto to the wrong address or suspect a scam, here are the steps you can take.
Contact the wallet owner or platform: If funds were sent to a third-party wallet, your best option is to contact the owner of the receiving wallet or the platform's support team to request a return. Note that success is not guaranteed
File a fraud report: If you believe the transaction was part of a scam, report it to your local law enforcement authorities. MoonPay will cooperate with investigators during their investigation
Dispute with your payment provider: If you've lost access to the receiving wallet, file a dispute with the payment provider or bank that funded the purchase. Provide them with the transaction details and request their assistance
Accessing crypto sent to your MoonPay wallet
In some cases, crypto may be sent to your MoonPay wallet instead of your intended external wallet. Here's how to access and transfer your funds.
Access your MoonPay wallet
Log in to the MoonPay app or website using the email address associated with your purchase
Navigate to the Wallets section to view your balance
Transfer funds to your preferred wallet
Open the wallet's menu and select the option to send or transfer funds
Enter the correct destination wallet address and confirm the transaction
Note: If you're transferring tokens like USDT (ERC-20), make sure you have a small amount of ETH in your MoonPay wallet to cover network fees.
Sell transaction issues
Sending crypto to an incorrect wallet address on a sell order can cause the transaction to fail.
Verify the deposit address: Always make sure the destination address matches the deposit address MoonPay provides for your sell order. If funds are sent to a different address, MoonPay can't retrieve or refund them
Watch out for auto-fill: Some wallet apps may auto-fill previously used addresses. Always verify the final address before confirming the transaction
Buy order failures
If you've entered the wrong wallet address during a buy order and the order hasn't been completed yet, MoonPay may be able to cancel it.
Cancel the incorrect order before it's completed
Place a new order using the correct delivery address
XRP sell orders: destination tag requirements
XRP transactions require both a wallet address and a destination tag. Missing or incorrect tags are the most common reason XRP deposits fail or go uncredited.
The difference between your MoonPay wallet address and a sell order deposit address
When you create an XRP sell order, MoonPay generates a unique deposit address and destination tag specifically for that order. These are different from your standing MoonPay XRP wallet address.
Your MoonPay XRP wallet address — permanent, found under Wallets in the app. Use this to receive XRP you own.
Sell order deposit address — unique to each sell order, found in the sell order confirmation email or order details. Use this only to fund a specific sell order.
Your MoonTag — a human-readable username for sending crypto between MoonPay users. This is not the same as a destination tag for XRP transactions.
Always include the destination tag
For XRP sell orders, the destination tag is mandatory — it tells MoonPay which sell order to credit the deposit to. If you omit it or use the wrong tag, your funds won't be credited to your order.
Important: Never reuse a destination tag from a previous sell order. Each order generates its own unique tag — using an old one will cause the deposit to fail or be credited to the wrong order.
How to find your destination tag
Open the MoonPay app or log in at buy.moonpay.com
Go to Activity and select your XRP sell order
Tap Details — your unique deposit address and destination tag are displayed here
Copy both exactly as shown and paste them into your sending wallet
FAQs
What happens if no external wallet address is provided?
What happens if no external wallet address is provided?
If no external wallet address is provided, funds are delivered to your MoonPay wallet by default. You can access and transfer them using the MoonPay app or website.
Can a confirmed crypto transaction be reversed?
Can a confirmed crypto transaction be reversed?
No. Cryptocurrency transactions are irreversible once confirmed on the blockchain. There's no way to cancel, redirect, or refund a confirmed transaction.
Is fund recovery guaranteed if I contact the wallet owner?
Is fund recovery guaranteed if I contact the wallet owner?
No. Contacting the wallet owner or platform is your best available option, but recovery isn't guaranteed.
Why does XRP require a destination tag?
Why does XRP require a destination tag?
Many exchanges and platforms use a single shared XRP wallet address for all customers. The destination tag is how they identify which account a deposit belongs to. Without the correct tag, the platform can't match the funds to your sell order.
I sent XRP to the correct address but forgot the destination tag — what now?
I sent XRP to the correct address but forgot the destination tag — what now?
Contact MoonPay support immediately with your sell order ID and the transaction hash from your sending wallet. Our team will investigate whether the funds can be matched to your order.