🚧Troubleshooting

You can withdraw 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 withdrawal showing up?

1. Your bank isn't approving the transaction: Please contact your bank and make sure they aren't blocking the transaction.

2. Our partners are experiencing delays: In extremely rare cases, our partners may experience delays in receiving data from the blockchain about your withdrawal. If you do not see your funds within 5 days of the transaction finalizing, please contact our support team.

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

If you withdrew your funds by sending it to another wallet, it should instantly show up when the transaction is finalized. If it doesn't, a few things might have happened:

Sent to an unsupported cryptocurrency

Some exchange wallets only support specific coins on the networks they are sent on. In some cases, if you’re sending USDC, you must send it to a wallet specifically designed to receive USDC on the same network.

For example, even if USDC exists on the Solana network, you cannot send it to a general Solana wallet that doesn’t explicitly support USDC. Many exchange wallets operate this way, so always double-check that the wallet you’re sending to supports the specific coin and network combination to avoid losing funds.

Sent to the wrong wallet address

If you send funds to an unsupported or incorrect address, they may be permanently lost.

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Contacting payment providers

See Providers for payment provider contact information.

When contacting the off-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 on chain 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 off-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.