If you purchased crypto using a third-party service (like MoonPay, Paybis, Transak, or Coinbase Pay) and haven’t received it, this guide will help you understand when to contact their support team—and what to include in your request.
Note: It can take a few hours for tokens to arrive, especially if there’s a delay with your payment method or bank. Phantom can’t speed up this process, refund the transaction, or access your onramp provider account. If your crypto hasn’t arrived, you’ll need to contact the provider directly.
When to contact the onramp provider
You should reach out to the onramp provider through which you bought crypto if:
- Your transaction failed.
- Your tokens were sent to the wrong address or unsupported network.
- You’re experiencing issues with verification or account setup with the onramp provider.
Contact information for onramp providers
If you’re not sure which service you used, check your bank or card statement. Then use the following links to contact the correct provider:
- Alchemy Pay
- Banxa
- Binance Connect
- Blockchain.com
- Coinbase Pay
- Meso: support@meso.network
- Moonpay
- Onmeta: support@onmeta.in
- Paybis
- PayPal
- Robinhood Connect
- Shift4: crypto@shift4.com
- Stripe
- Topper
- Transak
- Unlimit
What to include in your request
To help the provider assist you faster, include:
- Transaction ID (if available): This helps the provider trace your payment. If you used an exchange or card provider, check your email receipt or the transaction history on their platform. If you used a DeFi onramp, you can find the transaction ID on a block explorer like Solscan or Etherscan, depending on the network.
- Wallet address used: This is the public address of the wallet you were funding. You can copy it by tapping the wallet name at the top of the Phantom app.
- Transaction date and time: Provide the exact date and time the transaction occurred. You can use the timestamp from your confirmation email or a block explorer. Include the time zone, such as UTC, EST, or your local time.
- Transaction amount and token: Specify the exact amount and the token you purchased (for example, 1.25 SOL or 100 USDC) to help the provider identify the correct transaction.
If your payment didn't go through
If your payment method has been debited, you waited a few hours, and still haven’t received your tokens:
- Confirm which payment method you used (debit card, credit card, or bank transfer).
- Check with your bank to rule out any issues on their end.
- Contact the onramp provider to check the transaction status.