Troubleshoot Phantom Cash

This article covers issues specific to Phantom Cash, which is accessed via the Cash tab in the Phantom mobile app (the credit card icon in the bottom navigation). If you are having trouble verifying your identity with a service you used to buy crypto such as MoonPay, Coinbase, or Transak, contact that provider directly instead. See Contact information for on-ramp providers.

Identity verification (KYC)

Identity verification for Phantom Cash is handled by Link, our identity verification partner. Link is a Stripe company. Phantom receives your verification status, not your identity documents. We do not store any personal information except your email.

My identity verification is pending

I want to change the phone number used for identity verification

You'll need to delete your existing Link account and restart the verification process with the correct number.

1. Open app.link.com/settings.
2. Enter the email address you used for identity verification in Phantom Cash.
3. Delete your Link account.
4. Restart the identity verification in Phantom and enter the correct phone number.

I want to delete my identity documents

1. Open Delete information saved with Link.
2. Click the link in the Delete identity documents section.
3. Enter the email address you used for identity verification in Phantom Cash.
4. Link will send you an email.
5. Click the link in the email to confirm deletion.

I want to delete my Link account

1. Open app.link.com/settings.
2. Enter the email address you used for identity verification in Phantom Cash.
3. Follow the prompts.

I can’t complete identity verification

If you’re having trouble verifying your identity, the issue may not be limited to uploading your ID. Common causes include:

• Blurry, dark, or cropped images
• Expired or unsupported ID documents
• File format issues (for example, unsupported file types)
• Camera and microphone permission issues
• Mismatched personal information

To address the issues, see Troubleshooting ID upload for identity verification and Best practices for successful ID verification. These guides are provided by Link.

I failed identity verification multiple times and can't retry

Unfortunately, if you no longer have the option to retry, you will not be able to access Phantom Cash offchain features.

Cash account recovery

These steps apply only to your Cash account, not to other accounts in your Phantom wallet.

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 Support cannot revoke, reset, or replace a Secret Recovery Phrase. If it is compromised, your wallet and funds are no longer secure.

I lost access to my device

If you signed in with Google or Apple + PIN, sign in on another device using the same account.

If you backed up your recovery phrase, import it on another device. See Restore a wallet in Phantom.

I can't see my Cash account after restoring my wallet

Your Cash account is associated with your Phantom profile.

If you restore Phantom by signing in to the same Google or Apple account + PIN or using the same recovery phrase, you will see your Cash account in the app. 

If you cannot see your Cash account after restoring your wallet, it likely means that you're not using the correct credentials.

Funding

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.

Other funding issues

If you can't add money to your Cash account, see I can't fund my Cash account.

Transactions and transfers

A transaction is missing or delayed

Pull down to refresh your activity feed, then restart the app. If it still doesn't appear, contact Phantom Support with your transaction details.

I see duplicate entry in the activity feed

Duplicate entries can sometimes appear in your activity feed. No action required unless the entry itself looks off. If it does, contact Phantom Support.

My bank transfer is stuck

If your transfer hasn't arrived within the expected window, contact Phantom Support.

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. You need at least $1 in your Cash account to recover assets. This minimum balance is required to initiate the recovery transaction.

1. Open the Cash tab.
2. Tap the three-dot icon in the upper left.
3. Tap Settings.
4. Tap Recover Cash Assets.
5. Tap Withdraw on the token.

I can't swap or transfer from my Cash account

If you can see your Cash balance in the app but can't swap or transfer, your funds are safe. 

This issue sometimes happens when you have the same wallet that was imported into the app using different credentials or across multiple devices. Phantom Cash links your balance to the credential used when the Cash account was created, and prioritizes the credentials in this order when multiple are present:

1. Wallet created with Google or Apple and four-digit PIN
2. Secret Recovery Phrase
3. Private key

To resolve this, follow these steps in order. Do not switch profiles between steps, as this can make the issue harder to resolve.

1. Import the credential using the method your Cash balance is visible under.
2. Into that same wallet profile, import your other credentials (recovery phrase, private key, or both) including any recovery phrase used since you first set up your Cash account.
3. After adding each credential, test swapping or transferring before moving on.

If this doesn't resolve the issue, contact Phantom Support.

I can't withdraw from my Cash account

Restart the Phantom app and try again. If this doesn't work, contact Phantom Support.

Phantom Cash debit card

I can't activate my Phantom Cash debit card

If more than 24 hours have passed since your KYC was approved, the activation prompt may have expired. Contact Phantom Support first. If we confirm you need to restart, follow these steps:

1. Create a new Phantom wallet.
2. Complete KYC again using a different email address.
3. Return to the Cash tab and activate your card immediately after approval.

My Phantom Cash debit card isn't working

Your Cash account may not have enough funds to cover the payment. Add funds and try again.

My Phantom Cash debit card was declined

My Phantom Cash debit card was declined but I was charged

A temporary authorization hold may appear while the transaction settles. Holds reverse automatically within a few business days once the merchant finalizes or cancels the transaction. If the hold has not reversed within five business days, contact Phantom Support and we can help initiate the dispute process with Galileo.

I want to dispute a transaction

To formally dispute a transaction, call the number in the card details section in Apple Pay/Google Pay or the Phantom app.

Disputes are handled by Galileo, our card processor, who manages the end-to-end investigation process directly with you. Once a dispute is submitted, Galileo will correspond with you directly for any written communication related to the case.

You must submit a dispute within 60 days of becoming aware of the transaction. After that window, you may not be able to recover the disputed funds.

The payment amount changed after checkout

Some merchants place authorization holds that may change after checkout, for example after you add a tip. The final amount updates once the merchant settles the transaction. If it has not settled within five business days, contact Phantom Support.

See also

• Phantom Cash FAQ
• Phantom Cash fees
• Get help from Phantom