Common rejection reasons for verification documents
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At Moon.Pay, we are required to complete your identity verification to follow the Know Your Customer (KYC) laws. KYC is a multi-step verification process that confirms the identity of customers, which helps prevent the creation and use of fraudulent accounts.
The verification process is divided into four main categories:
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Identity verification
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Proof of address verification
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Source of wealth verification
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Selfie verification
Each category has different common rejection reasons while undergoing the verification process.
Identity verification
We may ask you to submit your photo ID again if:
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Your ID is expired
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You provided unsupported ID type - we only support the following ID types:
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Driver’s license
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National ID
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Passport (except for US residents)
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Soon-to-expire ID - there's a gap of at least 30 days between submitting it and its expiry date.
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Damaged or worn out ID - ensure that your ID is not damaged.
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Blurry images - ensure the pictures are clear and all 4 corners of the ID are visible.
ID Verification Failed
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Moon.Pay requires users to complete KYC (Know Your Customer) by uploading a valid government-issued ID.
Here’s why verification can fail and how to fix it:
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Blurry or unclear photo of ID
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Mismatched name or address on the document
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Expired document or unsupported ID type
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Lighting or glare issues in selfie verification
How to Fix:
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Use a valid passport or national ID card
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Ensure your name and date of birth match your account
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Upload in good lighting, with no blur or reflection
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Submit documents in full — don’t crop or block any edges
Card Declined or Not Accepted
Moon.Pay supports most major credit/debit cards and Apple Pay.
However, transactions may be declined due to:
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Bank fraud filters or unusual activity detection
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Exceeded daily or monthly spending limits
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Card not authorized for international or crypto payments
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Card type not supported (e.g., some prepaid or regional cards)
What to Do:
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Try a different card or use Apple Pay
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Contact your bank to authorize the payment
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Wait 24 hours and try again with a verified account
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Use a billing address that matches your card issuer's info
3. Login or Access Issues
Can’t access your Moon.Pay account? This usually happens due to:
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Incorrect email or OTP entry
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Temporary account lock for multiple failed attempts
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Using VPN or unrecognized devices that trigger security blocks
Solutions:
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Always enter the exact registered email
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Wait 15–30 minutes before retrying
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Avoid logging in through incognito mode or proxies
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Contact official MoonPay support if reset links fail