The following is a transcript of your chat session:
00:40 Customer: Ok
00:40 Miya: I suggest to contact the wallet provider since we don't have access to
the third party wallet
00:39 Customer: What can I do
00:37 Customer: Yes
00:37 Miya: Do you know this address? bc1qexfw2c88k2l7ak5p8tzur3jd90ld2azhsennly?
And since it's a third party wallet we don't have any access to that.
00:37 Customer: ?
00:34 Customer: And never received anything
00:33 Customer: bc1qexfw2c88k2l7ak5p8tzur3jd90ld2azhsennly
00:33 Customer: Yes and then I sent from this adress to this adress
00:32 Miya: It was successfully completed and sent to that wallet address
[bc1qmslax8ygdm4er8354maukrsyjc5ej5lc7cr5sh]([Link]
transactions/btc/f34562a9a859befa4fe35b696ec2cead3aba5056d8dcbfde3573c675a16ba1a6)
00:32 Customer: ?
00:31 Customer: Receiving bitcoin adress
00:30 Customer: That’s mine
00:30 Customer: Yes
00:29 Miya: Do you know this wallet address
bc1qmslax8ygdm4er8354maukrsyjc5ej5lc7cr5sh?
00:29 Customer: Ok
00:29 Miya: Let me now check the order
00:29 Miya: Thank you for validating!
00:27 Customer: Carlosruiz8976p@[Link]
00:27 Customer: 2113 Matthew ct Pittsburg ca 94565
00:27 Customer: Vanessa Santos
00:26 Customer: Yes it’s 04/10/1993
00:26 Miya: You already provided an order but it was associated with another
account
00:25 Miya: Can you provide the following information about your account.
- Date of Birth
- Complete Address used on your account
- First and Last name as it appears on your MoonPay account
- Email Address of the account
00:25 Customer: Hello
00:24 Customer: So how I don’t have a order if I only have a hash id
00:24 Miya: I need to validate the account. The order ID is on the different
account
00:24 Customer: From my bitcoin wallet I went to balance and then I choose option
send and I put my desired amount and I put my receiving adress and. Sent a as fast
transaction and sent
00:22 Customer: Yes
00:22 Miya: Did you do the transaction in MoonPay?
00:22 Customer: To another wallet
00:21 Miya: Thank you
00:21 Miya: Let me check that.
00:21 Customer: Nope I’m sending out bitcoin
00:21 Customer: From when I bought the bitcoin
00:21 Miya: Is this a buy?
00:21 Customer: 31a5d231-366a-486a-8ab5-0935412fae14
00:20 Customer: From my moon pay wallet
00:20 Customer: But I send it out
00:19 Customer: Ok let me check
00:19 Miya: You will see it on your email
00:19 Customer: ?
00:19 Customer: Where is the order id
00:18 Customer: Where is that at
00:17 Miya: You don't have the order ID?
00:16 Customer: Hash id
00:16 Customer: 79fbd62bfd6270afe9666f02609f88ede9040e516cf1a6266a60c8ceaa42e04e
00:14 Customer: Yes
00:14 Miya: Sorry to hear that. Do you have an order ID?
00:13 Customer: I sent out bitcoin but never received
00:13 Customer: I need help with last bitcoin transy
00:13 Miya: What transaction? Do you have an order ID?
00:13 Customer: Nope
00:13 Miya: I can see you need to change a phone number?
00:13 Customer: I need help with last transaction
00:12 Miya: Yes.
00:12 Customer: Agent
00:12 Customer: I need help with last transaction
00:11 Customer: Wait
00:09 Miya: Are you still with me, Jaren? Please note, this chat will time out in
the next 5 minutes if there is no response.
00:05 Miya: Can you please provide the new phone number?
00:05 Miya: If you are reaching to change your phone number. To proceed with this
process, we will need you to provide a phone bill of the new number that is valid
for the last three months. Please note that the bill must match the phone number
and name on your MoonPay account. I will send you an email so you can upload the
documents securely.
23:57 Miya: Hi there, Vanessa! Thank you for reaching us, this is Miya from MoonPay
Live Chat. Could you please provide more information about your concern?
23:56 Miya:
23:55 SYSTEM_MESSAGE: Thank you for waiting. You are still in the queue and will be
connected to an agent as soon as possible
23:55 SYSTEM_MESSAGE: Thank you for confirming. You will be connected to an agent
as soon as one becomes available
23:55 Customer: Ok
23:54 SYSTEM_MESSAGE: An agent will be with you as soon as possible.
23:54 Customer: I’ll wait
23:53 BOT: Do you want to create a case and have one of our representatives follow-
up by email?
23:53 SYSTEM_MESSAGE: If you prefer not to wait, you can open a ticket instead. You
can then close this chat as a member of our team will respond to you via email.
23:53 SYSTEM_MESSAGE: Thank you for waiting. We are experiencing higher volumes
than usual.
23:53 BOT: Thanks for confirming your OTP.
23:53 Customer: 894738
23:53 BOT: Thanks, I've sent a One Time Password (OTP) message to the email you
provided. Please enter the 6 digit code when you get it.
23:53 Customer: Carlosruiz8976p@[Link]
23:53 BOT: Ok, before I can connect you with someone, I'll need to confirm your e-
mail address.
Please provide your e-mail address, ideally the one you've associated with your
MoonPay account.
23:53 Customer: A recent sent out bitcoin transaction
23:52 BOT: Sure, I'll try and connect you with someone, what should I tell them you
need assistance with?
23:52 Customer: Agent
23:52 BOT: Hi, I'm MoonPay's Chat Assistant. How can I help you today?
23:52 Customer:
