(702) 900-2037 [email protected]

Find Most MoonPay Questions Here

7
How can I buy my first cryptocurrency with MoonPay?
How long does verification take?

It usually takes MoonPay between two and thirty minutes to verify your identity after which you will be able to immediately make a transaction using your debit, credit, or other payment method.

How long does it take to receive my cryptocurrency?

Orders made via card usually take between a few minutes and a few hours, depending on the number of orders and any additional security checks we have to conduct. 

Which credit cards does MoonPay support?

MoonPay accepts most major credit cards, including VISA and MasterCard. Some virtual, prepaid, and debit cards are also accepted. Note, however, that some issuer banks have their own terms regarding where and when those cards can be used and may decline the charge on their side.

Are there limits on how much I can buy online?

For US customers:

 Level    Requirements Daily Max Limit Monthly Max Limit
    1 Must start at level 2 Must start at level 2 Must start at Level 2
    2 – Email
– Phone Number
– Personal Information
– Identity Document
– 3D Liveness Check or Selfie
– Card Verification (by request)
$12,000 $50,000

 

For International (Non-US) customers:

 Level   Requirements Daily Maximum Limit Monthly Maximum Limit
   1 -Email
-Phone Number
-Personal Information
$50 $150
   2 -Identity Document
-3D Liveness Check or Selfie
-Card Verification (by request)
$5,000 $20,000
   3 -Proof of Address
-Source of funds (by request)

$10,000 – card payments 

$50,000 – bank transfers

$50,000
What are your supported countries, states and territories?

For online purchases, we support residents in 47 of the 50 states (excluding New York, Rhode Island, and Hawaii). We also support residents of more than 150 countries around the world! Please see our full list below:

  • Algeria
  • Andorra
  • Angola
  • Antigua and Barbuda
  • Argentina
  • Armenia
  • Australia
  • Austria
  • Azerbaijan
  • Bahrain
  • Belgium
  • Belize
  • Benin
  • Bhutan
  • Bosnia and Herzegovina
  • Brazil
  • Brunei Darussalam
  • Bulgaria
  • Burundi
  • Cabo Verde
  • Cameroon
  • Canada
  • Central African Republic
  • Chad
  • Chile
  • Colombia
  • Comoros
  • Congo
  • Costa Rica
  • Croatia
  • Cyprus
  • Czechia
  • Denmark
  • Djibouti
  • Dominica
  • Dominican Republic
  • Egypt
  • El Salvador
  • Equatorial Guinea
  • Eritrea
  • Estonia
  • Eswatini
  • Ethiopia
  • Fiji
  • Finland
  • France
  • Gabon
  • Gambia
  • Georgia
  • Germany
  • Greece
  • Grenada
  • Guatemala
  • Guinea
  • Guinea-Bissau
  • Guyana
  • Honduras
  • Hong Kong
  • Hungary
  • India
  • Indonesia
  • Ireland
  • Israel
  • Italy
  • Jordan
  • Kazakhstan
  • Kenya
  • Kiribati
  • Kuwait
  • Kyrgyzstan
  • Lao People’s Democratic Republic
  • Latvia
  • Lebanon
  • Lesotho
  • Libya
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Madagascar
  • Malawi
  • Malaysia
  • Maldives
  • Mali
  • Marshall Islands
  • Mauritania
  • Mexico
  • Micronesia (Federated States of)
  • Moldova
  • Monaco
  • Montenegro
  • Mozambique
  • Namibia
  • Nauru
  • Nepal
  • Netherlands
  • New Zealand
  • Niger
  • Nigeria
  • North Macedonia
  • Norway
  • Oman
  • Palau
  • Palestine
  • Papua New Guinea
  • Paraguay
  • Peru
  • Poland
  • Portugal
  • Qatar
  • Romania
  • Russian Federation
  • Rwanda
  • Saint Kitts and Nevis
  • Saint Lucia
  • Samoa
  • San Marino
  • Sao Tome and Principe
  • Saudi Arabia
  • Serbia
  • Seychelles
  • Sierra Leone
  • Singapore
  • Slovakia
  • Slovenia
  • Solomon Islands
  • Somalia
  • South Africa
  • South Korea
  • Spain
  • Sri Lanka
  • St. Vincent & Grenadines
  • Suriname
  • Sweden
  • Switzerland
  • Taiwan
  • Tajikistan
  • Tanzania
  • Thailand
  • Timor-Leste
  • Togo
  • Tonga
  • Tunisia
  • Turkey
  • Turkmenistan
  • Tuvalu
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • United States of America*
  • Uruguay
  • Uzbekistan
  • Vatican City
  • Vietnam
  • Western Sahara
  • Zambia

 

* Unfortunately, there are a few US states we haven’t rolled out support for yet. Please see the list of the unsupported states below:

Buy (all tokens except the ones listed below):

  • Hawaii
  • New York
  • Rhode Island
  • US Virgin Islands

Buy (ADA, BNB, BUSD, DOGE, ETH | Polygon, MATIC | Polygon, USDC | Polygon):

  • Louisiana 
  • New York
  • Texas  

Sell (all tokens):

  • Louisiana 
  • New York
  • Texas
Which cryptocurrencies do you support?

US residents can purchase the following cryptocurrencies on our MoonPay platform:

  • 0x (ZRX)
  • Basic Attention Token (BAT)
  • Binance Coin (BEP-2) (BNB)
  • Binance Coin (BEP-20) (BNB – BSC)
  • Binance USD (BEP-2) (BUSD)
  • Binance USD (BEP-20) (BUSD – BSC)
  • Bitcoin (BTC)
  • Bitcoin Cash (BCH)
  • Cardano (ADA)
  • Chainlink (LINK)
  • Dai (DAI)
  • Dogecoin (DOGE)
  • Elrond eGold (EGLD)
  • EOS (EOS)
  • Ethereum (ETH)
  • Ethereum (Polygon) (ETH – Polygon)
  • Litecoin (LTC)
  • OMG Network (OMG)
  • Paxos Standard (PAX)
  • Solana (SOL)
  • Stellar (XLM)
  • Tether (ERC-20) (USDT)
  • TrueUSD (TUSD)
  • USD Coin (ERC-20) (USDC)
  • USD Coin (Polygon) (USDC – Polygon)

Customers that are not US residents can purchase the following cryptocurrencies on our MoonPay platform:

  • 0x (ZRX)
  • Aave (AAVE)
  • Algorand (ALGO)
  • Axie Infinity (AXS)
  • Basic Attention Token (BAT)
  • Binance Coin (BEP-2) (BNB)
  • Binance Coin (BEP-20) (BNB – BSC)
  • Binance USD (BEP-2) (BUSD)
  • Binance USD (BEP-20) (BUSD – BSC)
  • Bitcoin (BTC)
  • Bitcoin Cash (BCH)
  • BitTorrent Token (BTT)
  • Cardano (ADA)
  • Celo (CELO)
  • Celo Dollar (CUSD)
  • Chainlink (LINK)
  • Chiliz (CHZ)
  • Compound (COMP)
  • Cosmos (ATOM)
  • Dai (DAI)
  • Dash (DASH)
  • Decentraland (MANA)
  • DigiByte (DGB)
  • Dogecoin (DOGE)
  • Elrond eGold (EGLD)
  • Enjin Coin (ENJ)
  • EOS (EOS)
  • Ethereum Classic (ETC)
  • Ethereum (ETH)
  • Ethereum (Polygon) (ETH – Polygon)
  • Filecoin (FIL)
  • Flow (FLOW) *not supported in Canada
  • Flow USD (FUSD)
  • Hedera Hashgraph (HBAR)
  • IOTA (MIOTA)
  • Kava (KAVA)
  • Klaytn (KLAY)
  • LBRY Credits (LBC)
  • Litecoin (LTC)
  • Luna (LUNA)
  • Maker (MKR)
  • Mantra DAO (OM)
  • Nano (NANO)
  • Near Protocol (NEAR)
  • NEM (XEM)
  • NEO (NEO)
  • Nimiq (NIM) 
  • OKB (OKB)
  • OMG Network (OMG)
  • Ontology Gas (ONG)
  • Ontology (ONT)
  • Polkadot (DOT)
  • Polygon (ERC-20) (MATIC)
  • Polygon (Polygon) (MATIC – Polygon)
  • Qtum (QTUM)
  • Ravencoin (RVN)
  • Rio DeFi (RFUEL)
  • SelfKey (KEY)
  • Serum (SRM)
  • Solana (SOL)
  • Stellar (XLM)
  • StormX (STMX)
  • Synthetix (SNX)
  • Terra KRW (KRT)
  • Terra USD (UST)
  • Tether (ERC-20)(USDT)
  • Tezos (XTZ)
  • THORChain (RUNE)
  • The Sandbox (SAND)
  • TomoChain (TOMO)
  • Travala (AVA)
  • TRON (TRX)
  • TrueUSD (TUSD)
  • Uniswap (UNI)
  • USD Coin (ERC-20) (USDC)
  • USD Coin (Polygon) (USDC – Polygon)
  • Utrust (UTK)
  • VeChain (VET)
  • WAX (WAXP)
  • Wrapped Bitcoin (WBTC)
  • XRP (XRP)
  • Zcash (ZEC)
  • Zilliqa (ZIL)

What fees do you charge on MoonPay?
Transaction Type

Processing Fee

Network Fee

card payments

9.5%

min. $3.99/€3.99/£3.99 or currency equivalent

dynamic and charged by the network*

* We charge a dynamic network fee on all BTC, ETH and ERC20 tokens purchases and sales. The fee is based on the blockchain network conditions and will be displayed within the widget before you make the payment. Due to the nature of cryptocurrencies, all transactions are final and cannot be reversed. Please make sure to send cryptocurrencies to the wallet you control and enter it correctly. 

What age do I need to be to use MoonPay?
How do I log in to my MoonPay account?

Visit our website for the MoonPay portal at coinhubatm.com/buy-online, enter the email address you used to register with MoonPay, and then enter the one-time verification code we’ve sent to your email. That’s it!

How can I get a wallet address?

You’ll need your own cryptocurrency wallet to receive and store cryptocurrency, as we do not hold your funds or provide wallet applications. It can be recommended to research on Google or Youtube as to how to download a Bitcoin Wallet on your mobile phone. Please note: wallets are your responsibility to keep secure and safe!

I didn’t receive a verification email. What do I do?

Please try these two steps:

  1. Check your spam folder for the email with the verification code

  2. Whitelist the email address [email protected] and try again

If you’ve tried both of these steps and you still haven’t received the verification email, please send MoonPay a support request from the email address you registered with us, and include as many details as possible, including your order ID and a note “from purchase on CoinhubATM”. Please note you can expect to hear back from MoonPay within 24 hours. 

How do I check the status of my transaction?

Once you’ve successfully placed an order, we will send you an email with a link to track your transaction. Just click the link, and you’ll be able to monitor the status of your transaction in real-time.

You can also check the status of your order by clicking the transaction in the Trade History section of the portal. 

I can’t add a new card to my account. What can I do?

You might experience difficulty making transactions with a new card from a new bank if you have already added cards from 5 different banks to your account. Please use one of your existing cards to make transactions if you are not able to make transactions with the new card. 

Can I edit my order details after I’ve placed the order?

Unfortunately, once you’ve placed an order and given us your destination wallet address, we aren’t able to alter your order in any way. 

Why was I charged before receiving my cryptocurrency?

As soon as you place an order, we will put a temporary pre-authorization on your card that sets aside the correct amount of funds for your transaction.

Unlike an actual transaction, a pre-authorization does not take funds out of your account, it simply puts a hold on those funds until we can confirm you’ve passed our verification process, and that your transaction has been sent for processing.

Pre-authorizations will show up on your statement as “PENDING” and are not an actual charge.

Why do we use pre-authorizations?

A pre-authorization confirms your payment method is valid, operational, and that there are enough funds to cover the cost of the transaction.

What happens if the transaction gets rejected after a pre-authorization has been placed on my card?

If for some reason your transaction fails or is cancelled, we will cancel the pre-authorization. 

Depending on your bank, the pending transaction will just disappear the same day, but in some instances can take up to 10 business days

Rest assured, we never charge for failed transactions and funds will never leave your account.

My transaction has been processing for a long time. Is everything okay with my order?

If you’ve been waiting longer than expected for your transaction to be completed, click the transaction tracker link you received in your email order confirmation or click on the transaction in the Trade history to see the tracker.

The tracker will tell you if there’s any extra information we need from you before we can deliver your cryptocurrency, or if your payment method has been declined for any reason, and the order has failed.

It’s common for some transactions to take a few hours (especially if it’s your first purchase), as sometimes we have to conduct additional checks to ensure the security of our customers.

If your transaction has been stuck on “Verifying your transaction” for a few hours and you haven’t been sent an email asking you to verify your account, please send us a support request and select “Transactions” -> “Transaction pending for a long time” in the drop-down menus. Include your infomation and include that you were placing your order through CoinhubATM’s MoonPay portal. 

My transaction failed but you still charged me. Will I get a refund?

Absolutely! If for some reason your transaction fails or is cancelled, we will cancel the pre-authorisation on your card.

Depending on your bank, the pending transaction will just disappear the same day, but in some instances can take up to 10 business days

Rest assured, we never charge for failed transactions and funds will never leave your account.

Can I cancel my order?

Unfortunately, due to the irreversible nature of cryptocurrency transactions, your order can’t be cancelled once it has been processed or completed.

Will my bank charge me for card payment to MoonPay?

Some banks may charge you an additional fee (i.e. International transaction fee for international customers, cash advance, other fees etc.) when you place a purchase order depending on your bank and card, so please get in touch with your bank to find out what fees they may charge before you make your first purchase.

I accidentally sent cryptocurrency to the wrong wallet address. What can I do?

Unfortunately, we’re not able to help or refund you if you’ve sent your cryptocurrency to the wrong wallet address, as we don’t have any control over your wallets or any address you send your cryptocurrency to.

Please double check the wallet address you enter prior to confirming a transaction as cryptocurrency is irriversible. 

What are common Bitcoin scams and how can I avoid them?

If the answer to any of the below questions is yes, you are likely being scammed and DO NOT purchase Bitcoin.

IRS/Federal Agency Scam – Is someone calling you claiming to be from the IRS, police, or federal agency claiming that you owe money and must pay with Bitcoin immediately?

Romance Scam – Is a foreign boyfriend you met online asking you to send money? 

Check Scam – Has anyone mailed you a check and asked you to cash it?

Blackmail Scam – Is anyone threatening you and requesting payment in Bitcoin? 

Bill Pay Scam – Has someone told you to pay your electric, IRS, or other bill?

If you aren’t sure, please call us! ONCE BITCOIN IS SENT IT CAN’T BE UNDONE! ALL SALES ARE FINAL AND WE DO NOT OFFER REFUNDS!

I was just scammed sending someone Bitcoin. What can I do?

1) Report to your local police station and file a police report.

2) If you also provided other personal information to the person you send Bitcoins to, please let the Police know of this in the report. Note the phone number the person called you with and as much information that you can to help out the police investigation. Be calm and try to write down on a blank piece of paper as much as you can remember.

3) Please note that Coinhub does not do investigations and only the police and authorities are able to help with such matters. Make sure to provide them with all the details you can remember!

______________

Additional Steps to Possibly Take:

1) Register a complaint with the Internet Crime Complaint Center: https://www.ic3.gov/default.aspx

2) If you provided other personal information over the phone to the scammers that you sent Bitcoins to (such as your Social Security Number), you may wish to Call All 3 Credit Reporting Agencies to let them know your information was provided to scammers. You may or may not want to freeze your credit or place a one year, seven year, or active-duty fraud alert on your record. Please ask the representatives at these Credit Reporting Agencies directly to ask what you should to do and give a recommendation.

 

 

______________

We are sorry to hear one of our customers may have fallen victim to a fraudulent scheme. While Coinhub goes to great lengths to protect our customers from falling victim to fraudulent activity, we cannot possibly detect or prevent all instances of customers sending Bitcoins to an unknown third party who may be seeking to defraud them. Coinhub proactively monitors information published by regulators, law enforcement, and the financial services industry to understand emerging fraudulent schemes targeting customers of financial institutions, and implements measures to protect our customers whenever possible. One such protection includes an on-screen warning about the irreversibility of bitcoin transactions, and warns that requests to send money to a government agency are typical of a known scam: https://www.consumer.ftc.gov/blog/2018/12/fake-calls-about-your-ssn

In addition, it is Coinhub’s policy to provide all transaction records and other account information to a customer upon request, and we actively encourage customers to file a police report in these instances. Since Coinhub is only party to the transaction conducted between Coinhub and our customer, we do not have any information or control over a transaction where the customer sends funds to an unknown third party instead of his or her own bitcoin wallet. If you believe you were victim of a fraudulent scheme, we encourage you to file a police report and register a complaint with the Internet Crime Complaint Center (https://www.ic3.gov/default.aspx). Only the authorities are able to investigate your situation.

Where can I find the FAQ for ATM transactions?

The FAQ for ATM transactions can be found by visiting our primary FAQ Page.

Our guides on how to use a Coinhub Bitcoin ATM can be found here.

_____

Please note that FAQs for Coinhub ATMs are only for ATM transactions. All MoonPay FAQs are shown here on the MoonPay FAQ.

Need help with MoonPay? Send a Support Ticket

Online transactions on the MoonPay portal of our website are handled solely by MoonPay. Please direct all transaction inquires to MoonPay by visiting their Submit A Request inquiry page. 

Many questions are answered within this MoonPay FAQ. Make sure to review the questions as some answers may help. Incase of any support, please Submit A Request to MoonPay.

Find Most MoonPay Questions Here

7
How can I buy my first cryptocurrency with MoonPay?
How long does verification take?

It usually takes MoonPay between two and thirty minutes to verify your identity after which you will be able to immediately make a transaction using your debit, credit, or other payment method.

How long does it take to receive my cryptocurrency?

Orders made via card usually take between a few minutes and a few hours, depending on the number of orders and any additional security checks we have to conduct. 

Which credit cards does MoonPay support?

MoonPay accepts most major credit cards, including VISA and MasterCard. Some virtual, prepaid, and debit cards are also accepted. Note, however, that some issuer banks have their own terms regarding where and when those cards can be used and may decline the charge on their side.

Are there limits on how much I can buy online?

For US customers:

 Level    Requirements Daily Max Limit Monthly Max Limit
    1 Must start at level 2 Must start at level 2 Must start at Level 2
    2 – Email
– Phone Number
– Personal Information
– Identity Document
– 3D Liveness Check or Selfie
– Card Verification (by request)
$12,000 $50,000

 

For International (Non-US) customers:

 Level   Requirements Daily Maximum Limit Monthly Maximum Limit
   1 -Email
-Phone Number
-Personal Information
$50 $150
   2 -Identity Document
-3D Liveness Check or Selfie
-Card Verification (by request)
$5,000 $20,000
   3 -Proof of Address
-Source of funds (by request)

$10,000 – card payments 

$50,000 – bank transfers

$50,000
What are your supported countries, states and territories?

For online purchases, we support residents in 47 of the 50 states (excluding New York, Rhode Island, and Hawaii). We also support residents of more than 150 countries around the world! Please see our full list below:

  • Algeria
  • Andorra
  • Angola
  • Antigua and Barbuda
  • Argentina
  • Armenia
  • Australia
  • Austria
  • Azerbaijan
  • Bahrain
  • Belgium
  • Belize
  • Benin
  • Bhutan
  • Bosnia and Herzegovina
  • Brazil
  • Brunei Darussalam
  • Bulgaria
  • Burundi
  • Cabo Verde
  • Cameroon
  • Canada
  • Central African Republic
  • Chad
  • Chile
  • Colombia
  • Comoros
  • Congo
  • Costa Rica
  • Croatia
  • Cyprus
  • Czechia
  • Denmark
  • Djibouti
  • Dominica
  • Dominican Republic
  • Egypt
  • El Salvador
  • Equatorial Guinea
  • Eritrea
  • Estonia
  • Eswatini
  • Ethiopia
  • Fiji
  • Finland
  • France
  • Gabon
  • Gambia
  • Georgia
  • Germany
  • Greece
  • Grenada
  • Guatemala
  • Guinea
  • Guinea-Bissau
  • Guyana
  • Honduras
  • Hong Kong
  • Hungary
  • India
  • Indonesia
  • Ireland
  • Israel
  • Italy
  • Jordan
  • Kazakhstan
  • Kenya
  • Kiribati
  • Kuwait
  • Kyrgyzstan
  • Lao People’s Democratic Republic
  • Latvia
  • Lebanon
  • Lesotho
  • Libya
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Madagascar
  • Malawi
  • Malaysia
  • Maldives
  • Mali
  • Marshall Islands
  • Mauritania
  • Mexico
  • Micronesia (Federated States of)
  • Moldova
  • Monaco
  • Montenegro
  • Mozambique
  • Namibia
  • Nauru
  • Nepal
  • Netherlands
  • New Zealand
  • Niger
  • Nigeria
  • North Macedonia
  • Norway
  • Oman
  • Palau
  • Palestine
  • Papua New Guinea
  • Paraguay
  • Peru
  • Poland
  • Portugal
  • Qatar
  • Romania
  • Russian Federation
  • Rwanda
  • Saint Kitts and Nevis
  • Saint Lucia
  • Samoa
  • San Marino
  • Sao Tome and Principe
  • Saudi Arabia
  • Serbia
  • Seychelles
  • Sierra Leone
  • Singapore
  • Slovakia
  • Slovenia
  • Solomon Islands
  • Somalia
  • South Africa
  • South Korea
  • Spain
  • Sri Lanka
  • St. Vincent & Grenadines
  • Suriname
  • Sweden
  • Switzerland
  • Taiwan
  • Tajikistan
  • Tanzania
  • Thailand
  • Timor-Leste
  • Togo
  • Tonga
  • Tunisia
  • Turkey
  • Turkmenistan
  • Tuvalu
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • United States of America*
  • Uruguay
  • Uzbekistan
  • Vatican City
  • Vietnam
  • Western Sahara
  • Zambia

 

* Unfortunately, there are a few US states we haven’t rolled out support for yet. Please see the list of the unsupported states below:

Buy (all tokens except the ones listed below):

  • Hawaii
  • New York
  • Rhode Island
  • US Virgin Islands

Buy (ADA, BNB, BUSD, DOGE, ETH | Polygon, MATIC | Polygon, USDC | Polygon):

  • Louisiana 
  • New York
  • Texas  

Sell (all tokens):

  • Louisiana 
  • New York
  • Texas
Which cryptocurrencies do you support?

US residents can purchase the following cryptocurrencies on our MoonPay platform:

  • 0x (ZRX)
  • Basic Attention Token (BAT)
  • Binance Coin (BEP-2) (BNB)
  • Binance Coin (BEP-20) (BNB – BSC)
  • Binance USD (BEP-2) (BUSD)
  • Binance USD (BEP-20) (BUSD – BSC)
  • Bitcoin (BTC)
  • Bitcoin Cash (BCH)
  • Cardano (ADA)
  • Chainlink (LINK)
  • Dai (DAI)
  • Dogecoin (DOGE)
  • Elrond eGold (EGLD)
  • EOS (EOS)
  • Ethereum (ETH)
  • Ethereum (Polygon) (ETH – Polygon)
  • Litecoin (LTC)
  • OMG Network (OMG)
  • Paxos Standard (PAX)
  • Solana (SOL)
  • Stellar (XLM)
  • Tether (ERC-20) (USDT)
  • TrueUSD (TUSD)
  • USD Coin (ERC-20) (USDC)
  • USD Coin (Polygon) (USDC – Polygon)

Customers that are not US residents can purchase the following cryptocurrencies on our MoonPay platform:

  • 0x (ZRX)
  • Aave (AAVE)
  • Algorand (ALGO)
  • Axie Infinity (AXS)
  • Basic Attention Token (BAT)
  • Binance Coin (BEP-2) (BNB)
  • Binance Coin (BEP-20) (BNB – BSC)
  • Binance USD (BEP-2) (BUSD)
  • Binance USD (BEP-20) (BUSD – BSC)
  • Bitcoin (BTC)
  • Bitcoin Cash (BCH)
  • BitTorrent Token (BTT)
  • Cardano (ADA)
  • Celo (CELO)
  • Celo Dollar (CUSD)
  • Chainlink (LINK)
  • Chiliz (CHZ)
  • Compound (COMP)
  • Cosmos (ATOM)
  • Dai (DAI)
  • Dash (DASH)
  • Decentraland (MANA)
  • DigiByte (DGB)
  • Dogecoin (DOGE)
  • Elrond eGold (EGLD)
  • Enjin Coin (ENJ)
  • EOS (EOS)
  • Ethereum Classic (ETC)
  • Ethereum (ETH)
  • Ethereum (Polygon) (ETH – Polygon)
  • Filecoin (FIL)
  • Flow (FLOW) *not supported in Canada
  • Flow USD (FUSD)
  • Hedera Hashgraph (HBAR)
  • IOTA (MIOTA)
  • Kava (KAVA)
  • Klaytn (KLAY)
  • LBRY Credits (LBC)
  • Litecoin (LTC)
  • Luna (LUNA)
  • Maker (MKR)
  • Mantra DAO (OM)
  • Nano (NANO)
  • Near Protocol (NEAR)
  • NEM (XEM)
  • NEO (NEO)
  • Nimiq (NIM) 
  • OKB (OKB)
  • OMG Network (OMG)
  • Ontology Gas (ONG)
  • Ontology (ONT)
  • Polkadot (DOT)
  • Polygon (ERC-20) (MATIC)
  • Polygon (Polygon) (MATIC – Polygon)
  • Qtum (QTUM)
  • Ravencoin (RVN)
  • Rio DeFi (RFUEL)
  • SelfKey (KEY)
  • Serum (SRM)
  • Solana (SOL)
  • Stellar (XLM)
  • StormX (STMX)
  • Synthetix (SNX)
  • Terra KRW (KRT)
  • Terra USD (UST)
  • Tether (ERC-20)(USDT)
  • Tezos (XTZ)
  • THORChain (RUNE)
  • The Sandbox (SAND)
  • TomoChain (TOMO)
  • Travala (AVA)
  • TRON (TRX)
  • TrueUSD (TUSD)
  • Uniswap (UNI)
  • USD Coin (ERC-20) (USDC)
  • USD Coin (Polygon) (USDC – Polygon)
  • Utrust (UTK)
  • VeChain (VET)
  • WAX (WAXP)
  • Wrapped Bitcoin (WBTC)
  • XRP (XRP)
  • Zcash (ZEC)
  • Zilliqa (ZIL)

What fees do you charge on MoonPay?
Transaction Type

Processing Fee

Network Fee

card payments

9.5%

min. $3.99/€3.99/£3.99 or currency equivalent

dynamic and charged by the network*

* We charge a dynamic network fee on all BTC, ETH and ERC20 tokens purchases and sales. The fee is based on the blockchain network conditions and will be displayed within the widget before you make the payment. Due to the nature of cryptocurrencies, all transactions are final and cannot be reversed. Please make sure to send cryptocurrencies to the wallet you control and enter it correctly. 

What age do I need to be to use MoonPay?
How do I log in to my MoonPay account?

Visit our website for the MoonPay portal at coinhubatm.com/buy-online, enter the email address you used to register with MoonPay, and then enter the one-time verification code we’ve sent to your email. That’s it!

How can I get a wallet address?

You’ll need your own cryptocurrency wallet to receive and store cryptocurrency, as we do not hold your funds or provide wallet applications. It can be recommended to research on Google or Youtube as to how to download a Bitcoin Wallet on your mobile phone. Please note: wallets are your responsibility to keep secure and safe!

I didn’t receive a verification email. What do I do?

Please try these two steps:

  1. Check your spam folder for the email with the verification code

  2. Whitelist the email address [email protected] and try again

If you’ve tried both of these steps and you still haven’t received the verification email, please send MoonPay a support request from the email address you registered with us, and include as many details as possible, including your order ID and a note “from purchase on CoinhubATM”. Please note you can expect to hear back from MoonPay within 24 hours. 

How do I check the status of my transaction?

Once you’ve successfully placed an order, we will send you an email with a link to track your transaction. Just click the link, and you’ll be able to monitor the status of your transaction in real-time.

You can also check the status of your order by clicking the transaction in the Trade History section of the portal. 

I can’t add a new card to my account. What can I do?

You might experience difficulty making transactions with a new card from a new bank if you have already added cards from 5 different banks to your account. Please use one of your existing cards to make transactions if you are not able to make transactions with the new card. 

Can I edit my order details after I’ve placed the order?

Unfortunately, once you’ve placed an order and given us your destination wallet address, we aren’t able to alter your order in any way. 

Why was I charged before receiving my cryptocurrency?

As soon as you place an order, we will put a temporary pre-authorization on your card that sets aside the correct amount of funds for your transaction.

Unlike an actual transaction, a pre-authorization does not take funds out of your account, it simply puts a hold on those funds until we can confirm you’ve passed our verification process, and that your transaction has been sent for processing.

Pre-authorizations will show up on your statement as “PENDING” and are not an actual charge.

Why do we use pre-authorizations?

A pre-authorization confirms your payment method is valid, operational, and that there are enough funds to cover the cost of the transaction.

What happens if the transaction gets rejected after a pre-authorization has been placed on my card?

If for some reason your transaction fails or is cancelled, we will cancel the pre-authorization. 

Depending on your bank, the pending transaction will just disappear the same day, but in some instances can take up to 10 business days

Rest assured, we never charge for failed transactions and funds will never leave your account.

My transaction has been processing for a long time. Is everything okay with my order?

If you’ve been waiting longer than expected for your transaction to be completed, click the transaction tracker link you received in your email order confirmation or click on the transaction in the Trade history to see the tracker.

The tracker will tell you if there’s any extra information we need from you before we can deliver your cryptocurrency, or if your payment method has been declined for any reason, and the order has failed.

It’s common for some transactions to take a few hours (especially if it’s your first purchase), as sometimes we have to conduct additional checks to ensure the security of our customers.

If your transaction has been stuck on “Verifying your transaction” for a few hours and you haven’t been sent an email asking you to verify your account, please send us a support request and select “Transactions” -> “Transaction pending for a long time” in the drop-down menus. Include your infomation and include that you were placing your order through CoinhubATM’s MoonPay portal. 

My transaction failed but you still charged me. Will I get a refund?

Absolutely! If for some reason your transaction fails or is cancelled, we will cancel the pre-authorisation on your card.

Depending on your bank, the pending transaction will just disappear the same day, but in some instances can take up to 10 business days

Rest assured, we never charge for failed transactions and funds will never leave your account.

Can I cancel my order?

Unfortunately, due to the irreversible nature of cryptocurrency transactions, your order can’t be cancelled once it has been processed or completed.

Will my bank charge me for card payment to MoonPay?

Some banks may charge you an additional fee (i.e. International transaction fee for international customers, cash advance, other fees etc.) when you place a purchase order depending on your bank and card, so please get in touch with your bank to find out what fees they may charge before you make your first purchase.

I accidentally sent cryptocurrency to the wrong wallet address. What can I do?

Unfortunately, we’re not able to help or refund you if you’ve sent your cryptocurrency to the wrong wallet address, as we don’t have any control over your wallets or any address you send your cryptocurrency to.

Please double check the wallet address you enter prior to confirming a transaction as cryptocurrency is irriversible. 

What are common Bitcoin scams and how can I avoid them?

If the answer to any of the below questions is yes, you are likely being scammed and DO NOT purchase Bitcoin.

IRS/Federal Agency Scam – Is someone calling you claiming to be from the IRS, police, or federal agency claiming that you owe money and must pay with Bitcoin immediately?

Romance Scam – Is a foreign boyfriend you met online asking you to send money? 

Check Scam – Has anyone mailed you a check and asked you to cash it?

Blackmail Scam – Is anyone threatening you and requesting payment in Bitcoin? 

Bill Pay Scam – Has someone told you to pay your electric, IRS, or other bill?

If you aren’t sure, please call us! ONCE BITCOIN IS SENT IT CAN’T BE UNDONE! ALL SALES ARE FINAL AND WE DO NOT OFFER REFUNDS!

I was just scammed sending someone Bitcoin. What can I do?

1) Report to your local police station and file a police report.

2) If you also provided other personal information to the person you send Bitcoins to, please let the Police know of this in the report. Note the phone number the person called you with and as much information that you can to help out the police investigation. Be calm and try to write down on a blank piece of paper as much as you can remember.

3) Please note that Coinhub does not do investigations and only the police and authorities are able to help with such matters. Make sure to provide them with all the details you can remember!

______________

Additional Steps to Possibly Take:

1) Register a complaint with the Internet Crime Complaint Center: https://www.ic3.gov/default.aspx

2) If you provided other personal information over the phone to the scammers that you sent Bitcoins to (such as your Social Security Number), you may wish to Call All 3 Credit Reporting Agencies to let them know your information was provided to scammers. You may or may not want to freeze your credit or place a one year, seven year, or active-duty fraud alert on your record. Please ask the representatives at these Credit Reporting Agencies directly to ask what you should to do and give a recommendation.

 

 

______________

We are sorry to hear one of our customers may have fallen victim to a fraudulent scheme. While Coinhub goes to great lengths to protect our customers from falling victim to fraudulent activity, we cannot possibly detect or prevent all instances of customers sending Bitcoins to an unknown third party who may be seeking to defraud them. Coinhub proactively monitors information published by regulators, law enforcement, and the financial services industry to understand emerging fraudulent schemes targeting customers of financial institutions, and implements measures to protect our customers whenever possible. One such protection includes an on-screen warning about the irreversibility of bitcoin transactions, and warns that requests to send money to a government agency are typical of a known scam: https://www.consumer.ftc.gov/blog/2018/12/fake-calls-about-your-ssn

In addition, it is Coinhub’s policy to provide all transaction records and other account information to a customer upon request, and we actively encourage customers to file a police report in these instances. Since Coinhub is only party to the transaction conducted between Coinhub and our customer, we do not have any information or control over a transaction where the customer sends funds to an unknown third party instead of his or her own bitcoin wallet. If you believe you were victim of a fraudulent scheme, we encourage you to file a police report and register a complaint with the Internet Crime Complaint Center (https://www.ic3.gov/default.aspx). Only the authorities are able to investigate your situation.

Where can I find the FAQ for ATM transactions?

The FAQ for ATM transactions can be found by visiting our primary FAQ Page.

Our guides on how to use a Coinhub Bitcoin ATM can be found here.

_____

Please note that FAQs for Coinhub ATMs are only for ATM transactions. All MoonPay FAQs are shown here on the MoonPay FAQ.

Need help with MoonPay? Send a Support Ticket

Online transactions on the MoonPay portal of our website are handled solely by MoonPay. Please direct all transaction inquires to MoonPay by visiting their Submit A Request inquiry page. 

Many questions are answered within this MoonPay FAQ. Make sure to review the questions as some answers may help. Incase of any support, please Submit A Request to MoonPay.

Lower Fees and Higher Limits

CONTACT INFORMATION:

Call/Text Support:

(702) 900-2037

Email Support:

[email protected]

LSGT SERVICES LLC dba Coinhub

MSB Registration Number:

31000167457203

Lower Fees and Higher Limits

CONTACT INFORMATION:

Call/Text Support:

(702) 900-2037

Email Support:

[email protected]

LSGT SERVICES LLC dba Coinhub

MSB Registration Number:

31000167457203

Copyright © 2021. Coinhub. All rights reserved.