MoonPay blocked my account or transaction — how can I regain access to my funds?

If you want to restore access to your funds and understand the reason for the block, here are practical steps that help in such situations:

Clarify what exactly is blocked.
Check whether the entire account is blocked or only a specific transaction. Record any restriction message shown in the interface or received by email.

Check your email.
MoonPay often sends notifications explaining the reason for a block, additional checks, or imposed restrictions. Be sure to check your spam folder as well.

Gather account and transaction details.
Prepare the following:

account email address

transaction ID

transaction amount and date

payment method

This speeds up the review process.

Contact MoonPay support.
Write from the same email address used for registration or payment and clearly state that access to your funds is blocked.

Request a clear explanation of the reason.
In your message, ask for:

the basis for the block

what actions are required to remove the restrictions

the review timeline

If the issue persists, share your experience and consider filing a complaint on Xolvie to seek a resolution.