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
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.