Selling Troubleshooting

What should I do if my fiat currency is not on the list?

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The service automatically converts money into your local currency, and the bank will make the exchange. Please take into consideration that your bank might apply an extra fee for converting your card’s currency to the payment currency.

If you don’t see your local currency on the list, it doesn’t mean you cannot sell your cryptocurrency. Just choose one from the list and your bank will convert the payout in chosen currency into your local currency. This conversion will be processed at your bank rates.

If you have any questions about currency conversion, please contact your bank’s support team.

Why am I charged €1 when I add my bank card?

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Our partner, Mercuryo, doesn’t charge anything for registration. This is a temporary card pre-authorization to verify whether you have entered valid card details. Usually, €1 returns to your account within a few seconds after the card verification. This is a common practice in the majority of online stores and subscription services. We mean, Spotify does the same.

I have accidentally sent crypto to an incorrect blockchain address. What can I do?

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Unfortunately, it’s not possible to refund you if you send your crypto to an incorrect blockchain address. We don’t have any control over the process of crypto delivery and can not cancel it as a regular bank transaction.

If you have any questions regarding this topic please address them to Mercuryo support team via email: [email protected], or to the Moonpay support team at https://support.moonpay.com/hc/en-gb/requests/new depending on the provider you’ve used.

Why am I unable to add a payment card?

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There is a list of reasons why you possibly cannot add your payment card to Mercuryo:

  • You don’t have at least €1 (or the equivalent in your card’s currency) on your balance.
  • You use a different card, not MasterCard or Visa.
  • Your bank blocks the attempts to add the card.
  • The card might not be suitable for international transactions.
  • 3D Secure authentication failed.
  • Your payment details (the cardholder’s name, card number, etc.) are entered incorrectly.
  • The same card was previously used on another account, etc.

Possible solutions:

  • Make sure you have at least €1 (or the equivalent) on your balance.
  • Contact the bank and confirm that your card can be used for international transactions.
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