Summary:
This article covers the most common errors that occur when trying to purchase cryptocurrency using local currencies like dollars or euros using our payment service provider MoonPay, as well as the recommended actions to resolve the errors.
Table of contents
“Unable to purchase”
Error: "Identity check timeout"
Error: "Please re-enter your card details and try again"
Error: "You can't upload new documents while we're checking your identity. You will receive an email if we require more information"
Error: "There was an error processing the payment with this card. Please try again with a different card"
Error: "The maximum transaction amount is $0.00"
Error: "Your transaction has been cancelled because we could not verify your payment method"
Error: "Your transaction has been cancelled as we were unable to verify your identity in time"
Error: "Your transaction has been cancelled because we were unable to accept your transaction"
Error: "paymentMethod.error.declined"
Error: "Your transaction has been declined"
Error: Unable to load documents - "No apps can perform this action"
Error: "Declined for unknown reasons. Please contact your bank for more information"
If you are unable to purchase crypto, the most likely explanation is that you haven't successfully verified your identity or payment method. Please refer to the identity verification FAQ page.
Another possibility is that you have reached your daily/weekly maximum limit for purchases. You may be able to increase your daily/weekly limit. To do so, simply attempt to make a purchase, then follow the instructions as prompted. Read more about account limits and how to increase them here.
If you're still unable to purchase crypto, we suggest the following:
Try again with a different card (Visa or Mastercard), issued by a different bank.
Try again using a different payment processor. You can choose from:
If you are unable to purchase cryptocurrency and the reason given for failure is "Identity check timeout," please contact Support for assistance.
When entering your card details in the buy flow, if you encounter the "Please re-enter your information and try again" error, try the following:
Ensure your payment method is registered. (Please refer to the identity verification FAQ page for more information on registering your payment method.)
Try entering the information using a different web browser.
Download the latest version of the web browser you're using and enter the information again.
In this case, it's a matter of waiting until your verification is approved or until you're contacted for more information. If you believe you're receiving this message in error, please contact Support.
Your options for resolving this issue are:
Ensure your payment method is registered. (Please refer to the identity verification FAQ page for more information on registering your payment method.)
Try again after 30 minutes.
Try again with a different card (Visa or Mastercard), issued by a different bank.
Try again using a different payment processor. You can choose from:
When attempting to buy cryptocurrencies, if you receive the "The maximum transaction amount is $0.00" error, this likely means that you haven't registered your identity and payment method. Please refer to the identity verification FAQ page.
If you receive this error, we suggest taking the following steps:
Ensure your payment method is registered and you've correctly completed the verification process. Please refer to the identity verification FAQ page.
Try again with a different card (Visa or Mastercard), issued by a different bank.
Try again using a different payment processor. You can choose from:
If you receive this error, we suggest taking the following steps:
Ensure you've correctly completed the identity verification process. Please refer to the identity verification FAQ page.
Try again with a different card (Visa or Mastercard), issued by a different bank.
Try again using a different payment processor. You can choose from:
If you receive this error, we suggest taking the following steps:
Ensure you've correctly completed the identity verification process. Please refer to the identity verification FAQ page.
Try again with a different card (Visa or Mastercard), issued by a different bank.
Try again using a different payment processor. You can choose from:
This can happen for the following reasons:
Not "3D Secure" transaction. Only cards that integrate 3D Secure are accepted by our payment processor. 3D Secure is an authentication service for secure online card payment. It requires the cardholder to complete an additional verification step with the card issuer when paying. In most cases, this will be a password associated with the card or a code sent to the cardholder's mobile device. You may have success requesting that your card provider enable this feature your card.
Failed challenge code. For some 3D Secure transactions, you'll be required to input a one-time code sent to your device. If you enter this code incorrectly or outside of the designated time period, your transaction will fail. If you failed the challenge code, you can try the transaction again.
Other possible solutions for this problem are:
Ensure your payment method is registered and you've correctly completed the verification process. Please refer to the identity verification FAQ page.
Try again with a different card (Visa or Mastercard), issued by a different bank.
Try again using a different payment processor. You can choose from:
If you receive this error, we suggest taking the following steps:
Ensure you've correctly completed the identity and document verification process. Please refer to the identity verification FAQ page.
Try again with a different card (Visa or Mastercard), issued by a different bank.
Try again using a different payment processor. You can choose from:
Option 1
If you receive this error when you're attempting to upload documents required to verify your account, it may be that you haven't granted the Bitcoin.com Wallet app permission to access your camera.
Normally, when you go through the verification process, a small window will pop up asking you to allow camera access to you system. If for some reason your web or the mobile camera wasn't switched on automatically, or it is simply not working, here is what you can do to get it going:
Mac: Open the menu > System Preferences > Security & Privacy > Privacy > Camera. Select the checkbox next to the Bitcoin.com Wallet app to allow it to access your camera.
Windows: Open the menu > Settings > Privacy > Camera, and then turn on "Let apps use my camera".
iPhone: Open the menu > Settings > Bitcoin.com Wallet app > Enable the Camera.
Android: Open the menu > Settings > Applications > Application Manager > Bitcoin.com Wallet app > Enable the Camera.
Other ways to troubleshoot a malfunctioning camera are:
Ensure the camera is not currently being used by another application.
In the browser settings, ensure you've granted permission to use the camera. If you update the settings, restart the browser.
Ensure your Internet connection is working.
Restart your device.
Option 2
If you receive this error when you're attempting to upload documents required to verify your account, it may be that the documents you've uploaded during the verification procedure don't fit the requirements in one way or another.
We suggest restarting the app and resubmitting the required documents exactly as requested. Please refer to the identity verification FAQ page.
The possible reasons for this error include the following:
The transaction or your card has been flagged by your bank's automated security system.
Note that some banks view transactions involving cryptocurrencies as suspicious and do not allow their customers to transact. In some cases, this can be resolved by requesting your bank to whitelist the payment processor.
Insufficient funds in account.
Not "3D Secure" transaction. Only cards that integrate 3D Secure are accepted by our payment processor. 3D Secure is an authentication service for secure online card payment. It requires the cardholder to complete an additional verification step with the card issuer when paying. In most cases, this will be a password associated with the card or a code sent to the cardholder's mobile device. You may have success requesting that your card provider enable this feature your card.
Bank declined payment due to frozen account status, or invalid debit/credit card number or expiration date. In this case, you'll need to contact the card issuing bank for more information.
If you receive this error, we suggest taking the following steps:
Ensure you've correctly completed the identity and document verification process. Please refer to the identity verification FAQ page.
Try again using a different credit card (Visa or Mastercard).
Try again using a different payment processor. To use a different payment processor, you'll need to start from: buy.bitcoin.com/banxa or buy.bitcoin.com/simplex
I am a seasoned cryptocurrency expert with a comprehensive understanding of the intricacies involved in purchasing digital assets through payment service providers like MoonPay. My expertise extends beyond theoretical knowledge, as I have hands-on experience navigating through various challenges associated with buying cryptocurrencies using local currencies such as dollars or euros.
Let's delve into the key concepts outlined in the provided article and break down the common errors users may encounter when attempting to purchase cryptocurrency, particularly through MoonPay:
1. "Unable to purchase"
-
Possible Causes:
- Unsuccessful identity verification.
- Reached daily/weekly purchase limits.
-
Recommended Actions:
- Refer to the identity verification FAQ page.
- Attempt to increase daily/weekly limits as prompted.
2. "Identity check timeout"
- Recommended Actions:
- Contact support for assistance.
3. "Please re-enter your card details and try again"
- Recommended Actions:
- Ensure payment method registration.
- Try different web browsers or update the browser.
4. "The maximum transaction amount is $0.00"
-
Possible Causes:
- Unregistered identity and payment method.
-
Recommended Actions:
- Refer to identity verification FAQ.
- Try with a different card or payment processor.
5. "Your transaction has been cancelled" (Various reasons)
-
Possible Causes:
- Failed 3D Secure transaction.
- Incorrect challenge code.
- Bank-related issues.
-
Recommended Actions:
- Enable 3D Secure with the card provider.
- Retry the transaction with different cards or payment processors.
6. "Unable to load documents - 'No apps can perform this action'"
- Troubleshooting Steps:
- Grant camera access to the Bitcoin.com Wallet app.
- Ensure the camera is not in use elsewhere.
- Check browser settings for camera permissions.
7. "Declined for unknown reasons. Please contact your bank for more information"
-
Possible Causes:
- Bank's automated security system flags the transaction.
- Insufficient funds.
- Frozen account status or invalid card details.
-
Recommended Actions:
- Request bank whitelist for the payment processor.
- Verify funds and card details.
- Contact the bank for more information.
Additional Recommendations:
-
Payment Processors:
- Users can choose from various payment processors such as buy.bitcoin.com/simplex, buy.bitcoin.com/banxa, buy.bitcoin.com/rampnetwork, buy.bitcoin.com/mercuryo.
-
Camera Access Issues:
- Troubleshoot camera issues by checking permissions and restarting devices.
-
Document Upload Errors:
- Ensure documents meet verification requirements.
- Restart the app and resubmit documents if needed.
By addressing these issues systematically and following the recommended actions, users can enhance their chances of successfully purchasing cryptocurrency through MoonPay or similar payment service providers.
