If you purchased tokens using a third-party service (like MoonPay, Transak, or Coinbase Pay) and haven’t received them, this guide will help you understand when to contact their support team—and what to include in your request.
Phantom is a non-custodial wallet, which means we don’t process token purchases, store payment details, or have access to your account with the provider. We also can’t reverse, cancel, or refund transactions. If your tokens haven’t arrived, you may need to contact the provider directly.
When to contact the provider’s support team
You should reach out to the provider if:
- Your transaction failed.
- Your tokens were sent to the wrong address or unsupported network.
- You’re experiencing issues with payment, verification, or account setup with the on-ramp provider.
If you’re not sure which service you used, check your bank or card statement.
Use the following links to get in touch with the correct provider:
- Alchemy Pay support
- Banxa support
- Blockchain.com support
- Coinbase support
- Moonpay support
- Paybis support
- PayPal support
- Robinhood support
- Stripe support
- Topper support
- Transak support
- Unlimit crypto support
What to include in your request
To help the provider assist you faster, include:
- Transaction ID (if available)
- Wallet address used
- Date and time of the transaction
- Amount and token purchased
FAQ
What if you have trouble with account or identity verification?
For issues with verification (such as uploading documents, identity checks, or editing your personal details such as phone number), contact the on-ramp provider directly. Phantom can’t help with verification or account setup on third-party platforms.
What should you do if your payment failed or was declined?
If your payment didn’t go through:
- Confirm the payment method you used (debit card, credit card, or bank transfer).
- Check with your bank to rule out payment issues.
- Contact the on-ramp provider to check the transaction status.