MoonPay is requesting repeat identity verification — what should I do if the verification is taking too long?

If you want to complete the verification faster and regain access to your transactions, follow these steps:

Check that all documents were uploaded correctly.
Make sure the files are clear and readable, with no cropped edges, glare, or blur. Even small issues can delay the review.

Check the verification status.
Confirm whether the verification is still processing, has been rejected, or requires additional information. This is important for escalation.

Prepare proof of document submission.
Save screenshots of the uploads, notifications, and submission dates — this helps show you met the requirements on time.

Contact MoonPay support.
In your message, state:

that the repeat verification is taking too long

when the documents were submitted

that the delay prevents you from using your funds

Official MoonPay support contact:
Email: [email protected]

Request specific timelines.
Ask directly how long the verification will take and whether anything else is required from you. A lack of timelines is a strong basis for a complaint.

State the financial impact of the delay.
If the verification prevents you from accessing funds or completing transactions, make this clear — such cases are reviewed more carefully.

If the verification drags on without explanation.
Publicly documenting the issue on Xolvie often becomes the only way to speed up the process and get a response.