NFTs: troubleshooting issues

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When buying an NFT through Moonpay, you may need to check a few things first to ensure your purchase goes through smoothly.

  1. Check your wallet balance. Do you have enough to cover the gas fees and NFT price?

  2. Is the NFT you're trying to buy still available?

  3. Is your wallet set to the correct blockchain?

How can I check if my order is complete?

To check if your transaction has been successfully completed, please follow these steps:

  1. Go to a blockchain explorer such as etherscan.io or polygonscan.com.

  2. In the search bar, enter your transaction details. You can search by wallet address, transaction hash, block, or token.

  3. Check the search results for your transaction.

My NFT hasn’t been delivered yet. What’s happened to it?

When you use MoonPay, behind the scenes you’re placing an order with us to purchase WETH/ETH that funds your NFT transaction.

That means there are some additional steps you need to take to complete the transaction:

  1. Make sure you complete your NFT purchase on your chosen platform, such as OpenSea, after purchasing the crypto through Moonpay.

  2. Ensure your wallet is connected to your chosen NFT platform (e.g., OpenSea) to view the NFT in your gallery.

Why did my transaction fail?

NFT transactions can fail for different reasons. The most common reasons include:

  1. Your bank doesn't support crypto purchases.

  2. Your wallet balance doesn't have enough to cover the gas fees and NFT price.

  3. Your wallet may not be compatible. There may have been an internal error on Moonpay's side.

  4. Someone else may have already bought the NFT so it's no longer available.

General troubleshooting tips

Whilst we may encounter unknown issues that need to be looked into, we recommend you go through these steps first.

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Important:

Please make sure you keep your recovery phrase safe. If you don’t have this backed up, you’ll lose access to your wallet.

Web browser

  1. Update your browser to the latest version.

  2. Clear your cache/cookies.

  3. Try using a different browser (Chrome, Firefox, Safari, etc).

  4. Restart your desktop/laptop.

Mobile app

  1. Update your app to the latest version.

  2. Update your phone’s system to the latest version .

  3. Uninstall/install the app (make sure you backup your recovery phrase before you do this) .

  4. Clear your cache/cookies.

  5. Restart your device.

Updated 2 months ago