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"

“Unable to purchase”

  1. 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.

  2. 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.

  3. If you're still unable to purchase crypto, we suggest the following:

    1. Try again with a different card (Visa or Mastercard), issued by a different bank.

    2. Try again using a different payment processor. You can choose from:

Error: "Identity check timeout"

If you are unable to purchase cryptocurrency and the reason given for failure is "Identity check timeout," please contact Support for assistance.

Error: "Please re-enter your card details and try again"

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:

  1. Ensure your payment method is registered. (Please refer to the identity verification FAQ page for more information on registering your payment method.)

  2. Try entering the information using a different web browser.

  3. Download the latest version of the web browser you're using and enter the information again.

Error: "You can't upload new documents while we're checking your identity. You will receive an email if we require more information"

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.

Error: "There was an error processing the payment with this card. Please try again with a different card"

Your options for resolving this issue are:

  1. Ensure your payment method is registered. (Please refer to the identity verification FAQ page for more information on registering your payment method.)

  2. Try again after 30 minutes.

  3. Try again with a different card (Visa or Mastercard), issued by a different bank.

  4. Try again using a different payment processor. You can choose from:

Error: "The maximum transaction amount is $0.00"

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.

Error: "Your transaction has been cancelled because we could not verify your payment method"

If you receive this error, we suggest taking the following steps:

  1. Ensure your payment method is registered and you've correctly completed the verification process. Please refer to the identity verification FAQ page.

  2. Try again with a different card (Visa or Mastercard), issued by a different bank.

  3. Try again using a different payment processor. You can choose from:

Error: "Your transaction has been cancelled as we were unable to verify your identity in time"

If you receive this error, we suggest taking the following steps:

  1. Ensure you've correctly completed the identity verification process. Please refer to the identity verification FAQ page.

  2. Try again with a different card (Visa or Mastercard), issued by a different bank.

  3. Try again using a different payment processor. You can choose from:

Error: "Your transaction has been cancelled because we were unable to accept your transaction"

If you receive this error, we suggest taking the following steps:

  1. Ensure you've correctly completed the identity verification process. Please refer to the identity verification FAQ page.

  2. Try again with a different card (Visa or Mastercard), issued by a different bank.

  3. Try again using a different payment processor. You can choose from:

Error: "paymentMethod.error.declined"

This can happen for the following reasons:

  1. 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.

  2. 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:

  1. Ensure your payment method is registered and you've correctly completed the verification process. Please refer to the identity verification FAQ page.

  2. Try again with a different card (Visa or Mastercard), issued by a different bank.

  3. Try again using a different payment processor. You can choose from:

Error: "Your transaction has been declined"

If you receive this error, we suggest taking the following steps:

  1. Ensure you've correctly completed the identity and document verification process. Please refer to the identity verification FAQ page.

  2. Try again with a different card (Visa or Mastercard), issued by a different bank.

  3. Try again using a different payment processor. You can choose from:

Error: Unable to load documents - "No apps can perform this action"

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:

  1. Ensure the camera is not currently being used by another application.

  2. In the browser settings, ensure you've granted permission to use the camera. If you update the settings, restart the browser.

  3. Ensure your Internet connection is working.

  4. 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.

Error: "Declined for unknown reasons. Please contact your bank for more information"

The possible reasons for this error include the following:

  1. 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.

  2. Insufficient funds in account.

  3. 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.

  4. 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:

  1. Ensure you've correctly completed the identity and document verification process. Please refer to the identity verification FAQ page.

  2. Try again using a different credit card (Visa or Mastercard).

  3. Try again using a different payment processor. To use a different payment processor, you'll need to start from: buy.bitcoin.com/simplex or buy.bitcoin.com/cex.

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