MoonPay canceled the transaction, but the money didn’t return to my card — how can I get a refund?

If you want to get a refund, here are practical and proven steps:

Check the status of the canceled transaction.
Make sure the transaction is actually marked as canceled and not still processing. Record the cancellation date — refund timelines are counted from this date.

Check card refund timelines.
Card refunds can take several business days, but waiting without explanation should not be indefinite. If a reasonable period has passed, this is already grounds for a complaint.

Document the missing refund.
Save a card statement or screenshot confirming that the funds have not returned. This is key evidence.

Gather transaction details.
Prepare:

transaction ID

charge date and amount

cancellation date

last 4 digits of the card

These details will be required for the investigation.

Contact MoonPay support.
Write from the same email address used for the payment and state clearly that the transaction was canceled but the refund has not been issued.

If there is no response or deadlines are missed, please feel free to share your experience. You can also file a complaint on our website.