How to Contact a Fiat Provider
Who Should I Contact?â
Fiat purchases and sales started in Gem Wallet are completed by third-party fiat providers. Contact the provider shown on the order when you need help with:
- Card or bank payments.
- Identity verification or KYC.
- A pending, rejected, or canceled order.
- Refunds, chargebacks, or payout delays.
- Provider fees, limits, or regional eligibility.
- Crypto that the provider has not delivered after accepting payment.
Contact Gem Wallet Support for problems with the wallet app itself, such as a button not opening, an app error, or an asset balance that differs from its confirmed blockchain balance. In Gem Wallet, open Settings > Support.
Official Fiat Provider Support Channelsâ
Use only the provider's official website, help center, app, or verified support email.
| Provider | Official contact methods |
|---|---|
| Mercuryo | Submit the Mercuryo contact form. |
| MoonPay | Open the MoonPay support page and use the chat widget in the lower-right corner. If chat cannot connect, the widget may offer a support ticket. |
| Transak | Open the Transak Help Center and select the chat icon in the lower-right corner. |
| Banxa | Submit the Banxa support request form. |
| Paybis | Use live chat or submit a request through the Paybis support page, or email [email protected]. Paybis states that it does not provide phone support. |
| Cash App | In Cash App, open Profile > Support > Chat; visit Cash App Support; or call 1-800-969-1940 in the United States. Cash App identifies this as its only support phone number. |
Provider contact options can change. If a direct form no longer opens, start from the provider's official help-center domain shown in the link rather than searching for a phone number or social-media account.
Find the Provider and Order Referenceâ
Before contacting support:
- Open the confirmation or receipt email sent for the order.
- Confirm the provider name and the email address used at checkout.
- Copy the provider's order, transaction, or reference number.
- If crypto was sent or received, copy the public blockchain transaction ID and wallet address.
- Note the order date, fiat amount and currency, crypto asset, and network.
The payment descriptor on a card or bank statement can differ from the provider's public name. Use the order email or hosted checkout page to identify the provider whenever possible.
What Information Should I Send?â
Include enough information for the provider to locate the order:
- Order or reference number.
- Email address used for the order.
- Transaction date and approximate time.
- Fiat amount and currency.
- Crypto asset and blockchain network.
- Public wallet address and transaction ID, when applicable.
- A concise description of what happened and the status currently displayed.
- Screenshots with card, bank, identity-document, and authentication details hidden.
Do not open several tickets for the same issue unless the provider asks you to. Reply to the existing ticket so its support team retains the complete history.
What Must Never Be Shared?â
Never share your Gem Wallet recovery phrase or private key. A legitimate fiat provider or Gem Wallet support agent does not need them to investigate an order.
Do not send:
- Your recovery phrase or private key.
- Your Gem Wallet passcode.
- One-time authentication codes.
- A complete card number, security code, or bank password.
- Unredacted identity documents through email or social media unless the provider directs you to its secure, official upload flow.
Ignore support offers received through Telegram, WhatsApp, direct messages, or unsolicited phone calls. Open the provider's official support channel yourself using the links above.
When Should I Contact Gem Wallet Instead?â
Contact Gem Wallet through Settings > Support when:
- The Buy or Sell screen does not load correctly.
- The provider checkout cannot be opened from Gem Wallet.
- A completed provider transfer is confirmed on-chain but the wallet balance is not updating.
- You need help identifying which provider was selected.
Gem Wallet cannot approve KYC, cancel a provider order, release a bank payment, or issue a provider refund. For those requests, the fiat provider must investigate the order.
For missing provider options, follow Why Is a Fiat Provider Unavailable for an Asset?. To compare the services available in Gem Wallet, see What Are Fiat Providers?.