This article covers common Phantom Cash issues and how to resolve them.
Cash account recovery
These steps apply only to your Cash account, not to other Phantom wallets secured by a recovery phrase.
My recovery phrase was compromised
If your recovery phrase was exposed, anyone who has it can control your entire Phantom wallet, including your Cash account.
Stop using the affected wallet immediately. Create a new Phantom wallet and move any remaining funds. See Move assets when you need to start over with a new wallet.
Warning: Phantom can’t revoke, reset, or replace a recovery phrase. If it’s compromised, your wallet and funds are no longer secure.
I lost my recovery phrase
If you've lost your recovery phrase and access to the email used for KYC, the funds in your Cash account can't be recovered.
Create a new Phantom wallet for future use.
I lost access to my device
If you signed in with Apple or Google, sign in on another device using the same account.
If you backed up your recovery phrase, import it on another device. See Restore your Phantom wallet.
I can't see my Cash account after restoring my wallet
If you sign in with the same Phantom username using the same Apple/Google account or recovery phrase, you'll see the same Cash account. If you created a new username, you'll have a different Cash account.
Cash account funding
If you can't add money to your Cash account, see Why am I unable to deposit money into my Cash account?.
My same-day deposit shows as next day
Some deposits may show a next-day date due to normal processing timelines. Funds are still processing and will post within the normal window.
If they don't arrive within 48 hours (excluding weekends), contact Phantom Support.
Identity verification (KYC)
I can't restart KYC or update my information
Once KYC is approved, it's permanently tied to your account. You can't restart the process or submit new documents.
To use a different email or update information, create a new Phantom wallet and complete KYC again.
I want to delete my KYC information
Phantom doesn't store your identity documents—Stripe handles verification directly. To delete your saved information, use these Stripe resources:
My KYC failed
Review the following checklist and try again.
Check your ID:
- Use a valid passport, driver's license, or state-issued ID.
- Make sure it hasn't expired.
- It must belong to you and match the information you entered.
- It can't be redacted, altered, or damaged.
Check your address:
- Use your current residential address.
- PO boxes aren't accepted.
Check photo quality:
- Use a clear, well-lit image with no glare or shadows.
- Hold steady so the photo isn't blurry.
- Don't block any part of the ID.
- Use color images in PNG or JPG format.
I can't upload an image
Try a different browser (Chrome, Safari, or Microsoft Edge) and make sure it's up to date.
My webcam isn't working
Make sure you've given Stripe permission to access your camera in your browser settings.
You can also select Other Options and switch to your phone. Stripe will send you a link to use your phone's camera instead.
I didn't receive the SMS link
If the SMS link doesn't arrive, use a QR code instead:
- Select Other Options.
- Select Barcode Link.
- Scan the code with your phone.
I've failed KYC three times
If you've failed KYC three times, you won't be able to use Phantom Cash offchain features.
Contact support.link.co for more details.
Transactions and transfers
Swapped tokens appeared in my Cash account
If tokens from a swap (for example, SOL or USDC) unexpectedly ended up in your Cash account, you can move them back to your wallet.
Note: You need at least $1 in your Cash account to recover assets.
To recover your tokens, follow these step:
- Tap your profile avatar in the upper left.
- Go to Settings → tap your username at the top.
- Tap Recover Cash Assets.
- Tap Withdraw on the token.
A transaction is missing or delayed
Pull to refresh your activity feed, then restart the app.
If it still doesn't appear, contact Phantom Support with your transaction details.
I'm seeing duplicate activity
A known issue with some providers can cause duplicate entries in your activity feed. You don't need to do anything unless the underlying transaction looks wrong.
If something looks off, contact Phantom Support.
My bank transfer is stuck
Transfer timing depends on the type:
| Type | Expected arrival |
|---|---|
| Standard ACH | Next business day (if submitted before 1pm ET) |
| Fast ACH | Same business day (if submitted before 1pm ET) |
| Incoming wire | Same day during bank hours |
If funds haven't arrived after the expected window, contact Phantom Support.
I can't withdraw from my Cash account
Restart the Phantom app and try again.
If it still doesn't work after a few attempts, contact Phantom Support.
Phantom Cash debit card
I can't activate the card
If more than 24 hours have passed since your KYC was approved, the activation prompt may have expired.
To resolve this:
- Create a new Phantom wallet.
- Complete KYC again using a different email address.
- Return to the Cash tab and activate your card immediately after approval.
If you recently completed KYC but don't see the prompt, contact Phantom Support.
My card isn't working
Your Cash account may not have enough funds to cover the payment. Add funds and try again.
My card was declined—merchant not supported
Some merchant categories aren't supported for regulatory and fraud prevention reasons, including:
- Gambling, lotteries, and betting services
- Cryptocurrency or foreign currency purchases
- Gift cards or prepaid card reloads
- Money transfer services
- Cash advances and ATM withdrawals
- High-risk merchants
Try using your card with a supported merchant. If you think the decline was an error, contact Phantom Support.
My card was declined—insufficient funds
Some merchants (restaurants, hotels) place temporary holds higher than your bill to account for tips or adjustments.
Keep your Cash balance at least 20% higher than your expected bill. Unused holds are released automatically once the merchant finalizes the charge.
My card was declined—spending limit reached
The default daily limit is $2,000, with an option to increase to $5,000 upon request.
Check your recent activity to confirm you've hit the limit. To request a higher limit, contact Phantom Support.
My card was declined—network or processing issue
The card network or merchant's payment system experienced a temporary error.
Try again, or wait a few minutes and try another merchant. If the issue continues, contact Phantom Support.
My card was declined, but I was charged
A temporary authorization hold may appear while the transaction settles. Authorization holds reverse automatically within a few business days once the merchant finalizes or cancels the transaction.
If it hasn't reversed within five business days, contact Phantom Support with your transaction details.
The payment amount changed after checkout
Some merchants place authorization holds that may change later (for example, after you add a tip). This is normal. The final amount updates once the merchant settles the transaction.
If it hasn't settled within five business days, contact Phantom Support.