🚧Troubleshooting

You can deposit on Moonshot using a variety of payment methods. While most transactions are processed quickly, in rare cases, there may be delays or issues verifying your identity or processing a payment.

All fiat payments are processed by our licensed on-ramp partners. Moonshot is a self-custody wallet app, not an exchange, and never directly handles custody of user funds.

Why isn't my deposit showing up?

1. Your bank isn't approving the transaction. Please call your bank and ensure they aren't blocking the transaction.

2. 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.

I sent coins from another wallet, but it isn't showing up

If you deposit cryptocurrency by sending it to your Moonshot wallet, it will instantly appear in the app once 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.

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Contacting payment providers

See Providers for payment provider contact information.

When contacting the on-ramp provider, make sure to have the following information ready:

• Transaction ID (If you do not have a valid transaction ID, this indicates the transaction was not processed onchain and the coins were not sent to your wallet yet.)

• Moonshot wallet address

• Date and time of the transaction

• Coin name

• Amount purchased

Having problems verifying your account, uploading documents, or updating your personal information on an exchange or on-ramp?

• Contact their customer support team directly for help. Moonshot cannot assist with issues on external platforms.

​This does not affect your Moonshot account; you will still be able to buy, sell, receive, and send crypto as usual.