DashboardFundsReviewInProgress in the API) means the deposit arrived and is held before conversion. The transaction resumes on its own once the hold clears. What clears it depends on why it is held, so work through the checks below in order.
Don’t ask your customer to send the funds again. The deposit is already with MoonPay Enterprise, and a second payment creates a second transaction.
1. Open the transaction
Open your customer’s transactions: Customers > click the customer > View all transactions. Click the row in Reviewing Funds to open Payment Details.2. Check the customer’s identification
Customer Information shows the customer’s Identification Status, with a With EDD badge when enhanced due diligence applies. An open EDD holds every deposit from that customer until it is decided.A transaction is also held when another customer record belonging to the same person is in EDD. If the identification here is Approved, search Customers for other records with the same name or email and check their status.
3. Check for an open RFI
Open Compliance > RFIs. When compliance needs more detail to clear a transaction, it raises asource_of_funds RFI tied to that transaction. Send your customer the hosted link to answer directly, or collect the answers and submit them yourself. See Customer with an RFI pending.
4. For crypto, check the wallet
Crypto deposits and crypto payouts are screened before conversion, and Travel Rule information is exchanged for the wallet on the other side. A wallet that is not verified or registered holds the transaction. Check that the wallet is registered for this customer. See Crypto addresses and Travel Rule.5. Otherwise, wait for compliance
If none of the above applies, the transaction is in manual compliance or fraud review. There is nothing for you or your customer to do. It moves on to Exchanging Funds or Processing Payout, or ends as Rejected. See Rejected or failed transaction for what happens next in that case. If your customer needs an update, contact support with the transaction ID.Do it over the API
Subscribe to the
transaction_status webhook to hear when the transaction leaves Reviewing Funds.