Important Note: All fiat payments are processed by our licensed partner, MoonPay, Inc. (NMLS ID: 2071245). Lootbase is a self-custody wallet app—not an exchange—and never directly handles custody of your funds.
Crypto Deposits
If you deposit cryptocurrency by sending it to your Lootbase wallet, the funds should appear as soon as the transaction is finalized. If they don’t, consider the following:
Unsupported Cryptocurrency:
Lootbase only displays cryptocurrencies that pass our fraud and security screening. If your token isn’t showing, your funds are still safe. You can access them by exporting your secret phrase via Settings > Export Keys > Secret phrase and importing it into another wallet.Unsupported Blockchain Network:
Currently, Lootbase supports deposits on select blockchain networks (e.g., Solana). Ensure you’re using a supported network.Server Delays:
In rare cases, our servers may take longer than usual to update your balance. If your funds haven’t appeared within 15 minutes of the transaction’s finalization, please contact our support team.
Phone Number Already in Use
If you see an error stating “this phone number is already in use” during a deposit, it means you previously registered a MoonPay account with that phone number using a different email.
How to Resolve:
Navigate to Lootbase Settings > Profile.
Update your Lootbase email to match the one you used with MoonPay.
Delete and reinstall the app to clear any cached data.
Try your deposit again.
If you can’t remember the email used with MoonPay, please reach out to their support team at MoonPay Support.
ID Upload Issues
Having trouble uploading your photo ID when depositing via MoonPay? This issue can occur, especially on older Android devices.
Solution: Complete the identity verification directly by visiting https://buy.moonpay.com/identity_check. Once verified, return to Lootbase to finish your deposit.
Fiat Deposit Delays
Most fiat payments are processed within minutes. However, delays can occur for several reasons:
Bank Approval Issues:
Your bank may be blocking transactions from MoonPay. Contact your bank to ensure MoonPay transactions are permitted.Compliance Reviews:
In some cases, MoonPay’s compliance team may flag your transaction for manual review. If this happens, you will receive email updates. For further assistance, visit MoonPay Support.Revised Transaction Quotes:
Occasionally, MoonPay might send you an updated transaction quote requiring your approval. Check your email for instructions and approve the new quote to proceed.
Please note that any delays affecting fiat deposits do not impact your ability to buy, sell, receive, or send crypto on Lootbase.
Need Further Assistance?
If you continue to experience issues with your deposits or have any other questions, please contact our support team at support@lootbase.com.