User FAQs

Do I need a blockchain wallet to make a purchase on Moongate?

No, you don't.

When you log in using Google or email, we automatically create a non-custodial wallet for you. You can manage this wallet under the "Profile" page on our user web portal.

Web3 users have the option to log into Moongate using their existing wallets.

I don't recognise the wallet address at the checkout page.

When you log in using Google or email, we automatically create a non-custodial wallet for you. The wallet address that you do not recognize is likely the address of this non-custodial wallet.

If you would prefer to receive the NFT in your own wallet, you have two options:

1. Log into Moongate using your own wallet.

2. If this is a whitelisted event and you are required to log in using your email, you can add your wallet to your Moongate account before checking out. This will allow you to select your own wallet at the checkout page. Follow the guide below to add your wallet in the user app.

   1. Log in to the user web portal.

   2. Navigate to the “Profile” page.

   3. Click “Add Wallet” and sign the transaction to confirm your ownership.

      
   4. You have now linked your own wallet to your Moongate account. You can now choose your own wallet when you check out using Moongate.

I'm having issues signing in.

Please ensure that:

1. You are using Chrome or Safari. We do not support in-app browsers, Brave, or Incognito mode.

2. You are not using a VPN. If you are, please disable it.

3. You have enabled third-party cookies in your browser. If not, please enable them.

I'm stuck on an error page after clicking “Sign in to Moongate” in the email.

Please ensure that you have not blocked the pop-up window when you clicked the "Sign in to Moongate" link. You should see a pop-up window that requires you to click "Approve" before you can proceed. Additionally, make sure that you are not browsing in Incognito mode.

I have bought a ticket/membership via Moongate. Where is my ticket/membership?

Your ticket or membership is stored as an NFT in your blockchain wallet. You can check your NFT at our user web portal.

The “Pass” section shows all the tickets/memberships you have acquired using the Moongate platform.

The “Assets” section shows all the NFTs you have in your blockchain wallets that you have connected to the Moongate platform.

I can't see my NFT ticket/membership at the user portal.

Please ensure that you are logged in with the same account that you used to purchase the NFT tickets. If you continue to experience issues, please contact us.

I can't see my NFT ticket/membership in my wallet.

There are a number of common reasons that this may occur.

• You are checking a wallet which you haven't connected to Moongate.

  This is often the case if you signed up to Moongate using email or Google login, as we automatically create a non-custodial wallet for users who sign up via these methods. To view your NFT in your non-custodial wallet, please refer to the instructions here.

• You haven't configured your wallet to display NFTs on the same chain that the NFT ticket/membership is deployed on.

  Moongate often deploys on the Polygon, BNB Chain, Arbitrum, Avalanche, and XLayer chains, so try adding those. We recommend referring to your wallet provider’s documentation for instructions. As an example, here’s how to add a new chain on Metamask.

• Your external wallet isn't detecting the NFT ticket/membership.

  Please see our instructions here on how to manually add an NFT to your wallet.

I can't log in to the Moongate Verify mobile application.

The Moongate Verify mobile application is intended for event hosts. As a general user, please access your account at our user web portal.

Can I get a refund on my purchase?

Moongate does not support refunds. However, you can try to sell your NFT ticket/membership on the secondary market, or transfer your NFT to someone else via the blockchain.

Can I transfer my NFTs?

The ability to transfer your NFTs depends on the specific terms of the event or membership. Some tokens are "soulbound," meaning they cannot be transferred. However, if the token is not soulbound, you are free to transfer your NFTs as you wish.

If you have logged in via email and your NFT is stored in the non-custodial wallet we created for you, you can follow the steps below to transfer it back to your own wallet. Please note that if you already have your NFT in your own wallet, you can freely transfer it as usual.

🕶 NFT Transfer Guide

Does my NFT ticket disappear after the event?

Most tickets remain as NFTs in your wallet after the event and may even have future utility. However, it is best practice to check the terms and conditions of each event just to be sure.

Why do I only receive the receipt email?

The email address you provided during the billing process is used to receive the receipt.

On the other hand, the "ticket confirmation" is sent to the email address you provided for the ticket. Please check both email addresses for all relevant information.

How can I connect to OpenSea using my Particle Network wallet?

You can follow the instructions via the external link: https://scribehow.com/shared/View_NFT_in_Moongates_wallet_using_Opensea__H2OFnk-iSVSaUXvt29izkg

Or you can follow these step-by-step videos:

Desktop

Mobile

I'm having Issues Connecting a Wallet App

• Please ensure that the wallet app (e.g. Bitget Wallet) is installed on your phone. If the app is not yet installed, please download it from your device’s app store to proceed.

• Alternatively, for any issues with connecting a mobile wallet app, users are advised to access our Moongate website directly through the browser feature within their wallet app.