When you select Buy in Phantom, you're purchasing tokens through a third-party provider—not from Phantom. Providers like MoonPay, Coinbase, and Stripe handle the payment, verification, and delivery.
This means Phantom can't help with any of the following:
- Speed up or cancel purchases
- Issue refunds
- Access your provider account
- Resolve verification or KYC issues
If something goes wrong with a purchase, the provider is the only one who can help. This article explains common issues and how to resolve them.
Find your provider
Your purchase confirmation or receipt shows which provider processed your order. You can also check your email for a receipt from the provider.
For provider support links, see Contact information for on-ramp providers.
Payment declined or rejected
Your bank or card issuer may block crypto purchases by default. This isn't a Phantom issue—it's between your bank and the provider.
Try the following:
- Use a different payment method (debit card, bank transfer, Apple Pay).
- Try a different provider if multiple are available in your region.
- Contact your bank to authorize crypto purchases.
- Check that your card isn't expired or over its limit.
If the payment shows as pending or you see a temporary charge, contact the provider's support team.
Verification or account issues
Providers require identity verification (KYC) to comply with financial regulations. Phantom doesn't verify users, store your personal information, or review KYC submissions—that's handled entirely by the provider.
If verification fails, try the following:
- Make sure your ID is clearly photographed with all corners visible.
- Try a different phone number if SMS verification isn't working.
- Contact the provider's support team for help with stuck or rejected verifications.
- Try a different provider if one isn't working for you.
Account blocked by provider
If a provider blocks your account, the restriction comes from the provider's compliance team—not Phantom. Phantom can't see why you were blocked or unblock your account.
Contact the provider's support team directly to learn why your account was blocked and how to resolve it.
Tokens haven't arrived
Purchases can take anywhere from a few minutes to several hours depending on:
- Verification steps (especially for first-time purchases)
- Bank processing times
- Network congestion
If your tokens haven't arrived, try the following:
- Check your email for a receipt or order confirmation from the provider.
- Look up the transaction status in the provider's app or website.
- Verify you're checking the correct wallet address and network.
- Contact the provider if the delay exceeds the timeframe shown in your receipt.
Only the provider can investigate order status and delivery issues.
Unexpected fees or limits
Fees, exchange rates, and purchase limits are set by each provider—not Phantom. These vary by provider, payment method, and region.
If you have questions about charges or limits, contact the provider directly or compare rates by trying a different provider.