This article covers common issues you might run into with Phantom Cash and what to do next.
Cash account recovery
These steps apply only to your Cash account. They don’t apply to other Phantom wallets secured by a Secret Recovery Phrase.
My recovery phrase was compromised (phished or stolen)
If your recovery phrase was exposed, anyone who has it can control your entire Phantom wallet, including your crypto balances and funds in your Cash account.
What you can do
Stop using the affected wallet right away. Create a new Phantom wallet and move any remaining funds there for future use. For step-by-step instructions, see How to 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 both your recovery phrase and access to the verified email used for Phantom Cash KYC, the funds in your Cash account can’t be recovered.
What you can do
Create a new Phantom wallet for future use.
I lost access to the device I used with Apple or Google
You no longer have access to the device where you signed in using your Apple or Google account.
What you can do
Sign in on another device using the same Apple or Google account.
If you previously backed up the recovery phrase for that wallet, import it on another device.
Cash account funding
I can't add money using Quick Sell Crypto
If you tapped Cash tab → Add Cash, and Quick Sell Crypto is grayed out, you don’t have any compatible Solana-based tokens available to sell into your Cash account.
What you can do
Add Solana-based tokens to your wallet, then try again. You can buy tokens, receive them from a friend, or transfer them from another wallet. Once the tokens are in your wallet, try the Quick Sell Crypto option again.
I can’t fund my Cash account with Bank, Card, or Apple Pay
Funding using the Bank, Card, or Apple Pay option (via Stripe) can fail with certain banks or cards.
What you can do
- Try a different payment method.
- If possible, try a debit card, which usually has a higher success rate.
- If the issue continues, contact Link support and share the details of the failure.
I can’t fund my Cash account from a different location
Funding can fail if your current location doesn’t match the requirements for the funding method you’re using. This can happen if you’re traveling.
- If you're using Bank, Card, or Apple Pay, you must be physically located in the United States.
- If you're using Direct Deposit, you must be in the same state as your verified residence.
If you’re outside the required location, the transaction may fail.
What you can do
While you're away, use Quick Sell Crypto to add funds instead.
Once you're back in the required location, try the funding method again.
My same-day deposit shows up as next day
Some deposits may show a next-day date due to normal processing timelines.
What you can do
You don’t need to do anything. 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 identity information
If you’ve already completed identity verification (KYC) for Phantom Cash, you can’t restart the process or submit new documents on the same Phantom account. Once it’s approved, it’s permanently tied to that account.
What you can do
If you need to start a new KYC flow (for example, to use a different email or update information that can’t be changed), you’ll need to create a new Phantom wallet and complete KYC again using a new email address.
I want to delete my KYC information
Phantom can’t delete your identity verification details because Stripe handles KYC directly. Phantom never stores your legal name or identity documents.
What you can do
You can request Stripe to delete your saved identity information, including your identity document or your Link account.
Use these Stripe resources:
My identity verification failed and I can’t complete KYC
If your identity verification (KYC) failed or you are unable to complete it, review the following checklist and try again.
1. Check your ID
Make sure your ID meets all of these requirements:
- It’s an accepted type: a valid passport, driver’s license, or state-issued ID card.
- It hasn’t expired.
- It belongs to you and matches the information you entered.
- It isn’t redacted, altered, or damaged.
If your ID doesn’t meet these requirements, you’ll need to retry verification with an accepted document.
2. Check your address
- It must be your current residential address.
- PO boxes aren’t accepted.
- If applicable, make sure it matches what appears on your documents.
3. 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.
- Place the ID on a flat surface if needed.
- Photos must be in color.
- Accepted formats include PNG or JPG.
I can't upload an image
If you’re verifying in a browser, try a different browser and make sure it’s up to date. ID verification works best on recent versions of these browsers:
- Chrome
- Safari
- Microsoft Edge
My webcam isn’t working
Make sure you’ve given Stripe permission to access your camera. If permissions are blocked, check your browser settings.
You can also select Other Options, then switch to your phone. Stripe will send you a link so you can use your phone’s camera.
I’m verifying on my phone and didn’t get the link
If the SMS link doesn’t arrive, you can use a QR code instead:
- Click Other Options.
- Click Barcode Link.
- Scan the code with your phone.
I can’t retry KYC or I’ve already failed three times
If you can’t retry KYC or you’ve already failed three times, you won’t be able to onboard to Phantom Cash offchain features.
What you can do
Contact Link support for more details.
Transactions and transfers
A transaction is missing or delayed
A transaction may be confirmed but not appear in your activity feed right away.
What you can do
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 off-ramp providers can cause duplicate entries in your activity feed.
What you can do
You don’t need to do anything unless the underlying transaction looks wrong.
If something looks off, contact Phantom Support.
My bank deposit or withdrawal is stuck
Bank transfer timing depends on the transfer type:
- Standard (next-day ACH): Arrives the next business day if submitted before 1 pm ET.
- Fast (same-day ACH): Arrives the same business day if submitted before 1 pm ET.
- Incoming wire (deposits only): Usually arrives same day during bank hours.
What you can do
- For Standard ACH, wait until the next business day.
- For Fast ACH, allow the rest of the business day.
- If funds still haven’t arrived after the expected window, contact Phantom Support.
My swapped tokens appeared in my Cash account instead of my Phantom wallet
Sometimes swapped tokens may show up in your Cash account unexpectedly. You can move them back to your main wallet in two ways.
Option 1: Recover assets from settings
- Go to the Cash tab.
- Tap three dots in the upper-right corner.
- Tap Settings → Recover Cash Assets.
Option 2: Withdraw manually
- Go to the Cash tab.
- Tap Withdraw → To Account.
- Choose the Phantom account you want to withdraw to.
- Enter the amount and tap Send.
Your assets appear in your selected wallet once the transaction completes.
If the funds don’t appear or this keeps happening, contact Phantom Support.
I can't withdraw from my Cash account
If you’re having trouble withdrawing to your main wallet, it’s usually caused by a temporary error.
What you can do
Restart the Phantom app, then try again.
If it still won’t work after a few attempts, contact Phantom Support.
Phantom Cash debit card
I can’t activate the card
You’re trying to activate your card more than 24 hours after your identity was verified (KYC).
What you can do
- Create a new Phantom wallet using a recovery phrase or social login.
- Go to the Cash tab and complete KYC again through Stripe using a different email address.
- After verification is approved, return to the Cash tab and activate your card right away.
If you recently completed KYC but don’t see the activation prompt, contact Phantom Support.
My card says “Coming soon”
If you see "Coming soon," you’re still on the Phantom Cash waitlist and don’t have debit card access yet. The debit card becomes available once you’re taken off the waitlist and your identity verification (KYC) is approved. Debit card access is currently available only in the US (except NY and AK).
If you’re outside the US, the Phantom Cash debit card isn’t available yet. We don’t have a timeline for other regions.
What you can do
Keep an eye on the Cash tab. We’ll let you know when you’re off the waitlist and can continue setup.
My card's not working at all
Your Cash account doesn’t have enough funds to cover the payment.
What you can do
Add funds to your Cash account and try again.
My card was declined because the merchant isn’t supported
Some merchant categories aren’t supported for regulatory and fraud prevention reasons.
Examples include:
- Gambling, lotteries, and betting services
- Cryptocurrency or foreign currency purchases
- Gift cards or prepaid card reloads
- Money transfer services such as wires or remittances
- Cash advances and ATM withdrawals
- High-risk merchants such as firearms, escort services, or telemarketing
What you can do
Try using your card with a supported merchant.
If you think your purchase was declined in error, contact Phantom Support.
My card was declined due to insufficient funds
Your balance doesn’t fully cover the transaction. Some merchants (such as restaurants, bars, or hotels) may place a temporary hold higher than your bill to account for tips or adjustments.
What you can do
Make sure your Cash balance is at least 20 percent higher than your expected bill before paying. Unused holds are released automatically once the merchant finalizes the charge.
My card was declined because I hit my spending limit
You’ve reached your daily spending limit. The default is $2,000 per day, with an option to increase to $5,000 upon request.
What you can do
Check your recent activity to confirm you hit the limit.
If you need a higher limit, contact Phantom Support.
My card was declined due to a network or processing issue
The card network or merchant’s payment system experienced a temporary error.
What you can do
Try again. If it still fails, wait a few minutes or try another merchant.
If the issue continues, contact Phantom Support.
My card was declined, but I was charged
The merchant authorization was approved, but the transaction later failed or was canceled. A temporary authorization hold may appear while the transaction settles.
What you can do
Authorization holds reverse automatically once the merchant finalizes or cancels the transaction. This usually happens within a few business days.
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 an authorization hold for an amount that may later change (for example, after you add a tip). The held amount can temporarily be deducted from your balance.
What you can do
This is normal for transactions with adjustable totals. The final amount updates once the merchant settles the transaction.
If it hasn’t settled within five business days, contact Phantom Support.