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A transaction is created as soon as a deposit lands on your customer’s Virtual Account. If there is no transaction, the deposit either hasn’t reached MoonPay Enterprise or was returned on arrival. In almost every case it is still with the sending bank.

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1. Find your customer

Open Customers, search by name, email, ID or external ID, and click the row to open Customer Details.

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2. Open their transactions

Under Transaction Summary, click View all transactions. This opens Transactions in the App view, filtered to that customer.
Transactions page filtered to one customer, showing an on-ramp transaction in Exchanging Funds

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3. Give the sending bank time

Most rails settle within 1-2 business days, SWIFT within 1-3. See Settlement times for each rail. Until that window has passed, the payment is in transit: tell your customer to wait.
No transaction after 1-2 business days means the sending bank is holding the payment. Banks hold outgoing transfers for cutoff times, batch windows and their own compliance checks, and some wait for the account holder to confirm. MoonPay Enterprise can’t see or release a payment that hasn’t left the customer’s bank.Ask your customer to contact their own bank first, and to ask two questions:
  • Has the payment left my account, or is it on hold?
  • If it left, what is its trace reference?
The trace reference is what banks use to find a payment. The name depends on the rail:

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4. Rule out wrong payment details

A deposit that reaches MoonPay Enterprise but can’t be matched to an active Onramp never becomes a transaction. MoonPay Enterprise returns it to the sender. See When no transaction appears. This happens when:
  • The Onramp is not Approved, for example cancelled
  • A payment-by-reference account was paid without its reference
  • The currency is not one the Onramp accepts
  • The customer is suspended or archived
Check what your customer was given against what they used:
  • Deposit details: in the App view, pick the customer in View As, open Routes, and click their Onramp. Deposit Account Details shows the rail, account number and bank to pay into, and Status shows whether the route is Approved.
  • Rail availability: in Customer Details, Banking Capabilities lists each fiat deposit rail and whether it is Active for this customer.

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5. Escalate with the bank’s answer

If the bank confirms the payment left and the details match, contact support with:
  • The customer ID
  • Amount, currency and date sent
  • The account details and payment reference the customer used
  • The sending bank’s trace reference from step 3

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Do it over the API

Subscribe to the transaction webhook to hear about a new transaction as soon as the deposit lands, instead of checking by hand.