You can deposit on Moonshot using a variety of payment methods. While transactions are normally quick fast, in rare cases there may be delays or issues verifying your identity or processing a payment.
Please note: All fiat payments are processed by our licensed partner, MoonPay, Inc. (NMLS ID: 2071245). Moonshot is a self-custody wallet app, not an exchange, and never directly handles custody of user funds.
Why isn't my crypto deposit showing up?
If you deposited cryptocurrency by sending it to your Moonshot wallet, it will instantly show up in the app when the transaction is finalized. If it doesn't, a few things might have happened:
1. You sent an unsupported cryptocurrency: Moonshot only shows certain cryptocurrencies in your wallet that pass our fraud and security screening. If they aren't showing in the app, your funds are still safe, and you can directly access them by exporting your secret phrase in Settings > Export Keys > Secret phrase and importing it into another wallet app.
2. You are using an unsupported blockchain network: Moonshot currently only supports deposits on the Solana blockchain.
3. Our servers are experiencing delays: In extremely rare cases, our servers may experience delays in receiving data from the blockchain about your deposit. If you do not see your funds in the app within 15 minutes of the transaction finalizing, please contact our support team.
Why does it say my phone number is already in use?
If you get an error saying "this phone number is already in use" while trying to deposit, it means you previously signed up for a MoonPay account with a different email using that phone number.
How to fix it: Go to Moonshot Settings > Profile, update your Moonshot email to the one you previously used to sign up with on MoonPay.com, delete and reinstall the app (to clear our cache), and deposit normally. If you cannot remember what email you previously used with MoonPay, please reach out to their support team at https://support.moonpay.com.
Why can't I upload my ID?
If you are having trouble uploading your photo ID when depositing with MoonPay, especially on older Android devices, please go directly to https://buy.moonpay.com/identity_check to complete the identity check and then go back to into the app to finish depositing.
Why is my fiat deposit taking so long?
MoonPay's compliance team may disable your MoonPay account if certain fraud and security policies are flagged from your account. If you believe this is an error, please reach out to their support team at https://support.moonpay.com. The Moonshot team cannot un-disable your MoonPay team for you; only the MoonPay compliance team can.
Please note: this does not affect your Moonshot account; you will still be able to buy, sell, receive, and send crypto as usual.
Why is my fiat deposit taking so long?
While most fiat payments process within a few minutes, in rare cases, they may take longer for a few reasons:
1. Your bank isn't approving the transaction: Please call your bank and make sure they aren't blocking MoonPay transactions.
2. MoonPay's compliance team is reviewing the transaction: In rare cases, transactions may be flagged and require manual approval by the MoonPay compliance team. You will receive email updates and reach out to https://support.moonpay.com if you have any questions.
3. MoonPay sent you a new quote: Sometimes, MoonPay may send you a new buy or sell quote that you will need to approve. You will receive an email about this and need to approve it manually.