Topics Covered
Understanding the Third-Party Provider
Reasons for the "Not Available" Error
Steps to Take When You See the Error
Provider contact details
Note: When purchasing crypto in Trust Wallet, you are redirected to a third-party on-ramp provider (a service that lets you buy crypto using fiat currency such as USD, EUR, or GBP). The provider charges a conversion and network fee. Trust Wallet does not collect any fees from your purchase.
Understanding the Third-Party Provider
Trust Wallet integrates with several third-party on-ramp providers — including Alchemy Pay, Banxa, MoonPay, Mercuryo, Ramp, Simplex, and Transak — to let you buy crypto using a credit card or local payment method.
Each provider operates in specific countries and supports a different range of crypto assets. When you tap Buy in Trust Wallet, the app selects available providers based on your location and the asset you want to purchase. Not all providers are available in all regions or for all assets.
Image caption: Left: Buy Crypto screen. Right: "Not Available" error screen with the four most common causes and direct provider contact details.
Reasons for the "Not Available" Error
The "Not Available" error on the Buy Crypto screen can appear for four reasons:
Regional restriction: The provider does not operate in your current country or region.
Asset paused: The provider has temporarily turned off purchases for the specific crypto asset you selected.
Low liquidity: Unusually high demand from other users has temporarily exhausted the provider's available supply
Below minimum amount: The amount you entered is below the provider's minimum purchase limit — this is uncommon but possible.
Steps to Take When You See the Error
If you are a first-time buyer:
Tap Buy on the Trust Wallet Home screen.
Review the list of providers shown for your selected asset and location.
If no providers are available, the asset or your region may not be supported — try a different asset or check back later.
If you have successfully bought crypto before:
Tap Buy and check whether a different provider is now available for the same asset.
Select an alternative provider from the list and proceed with the purchase.
ℹ️ Important:
For issues related to purchase limits, fees, payment status, and identity verification (KYC — Know Your Customer, the identity check required by financial regulations), contact the provider you used directly. Trust Wallet cannot access your transaction details with third-party providers.
If you’ve already contacted the provider and the issue is still unresolved, you can also escalate it to Trust Wallet directly. Our team will do their best to assist from our end.
Provider Contact Details
Alchemy Pay
Email: [email protected]
Support form: https://support.alchemypay.org/hc/en-us/requests/new
Banxa
Support portal: https://support.banxa.com/en/support/home
Mercuryo
Email: [email protected]
Live chat: https://help.mercuryo.io/
MoonPay
Email: [email protected]
Ramp
Email: [email protected]
Live chat: https://support.ramp.network/en/
Simplex
Email: [email protected]
Support form: https://www.simplex.com/support/
Transak
Email: [email protected]
On Ramper
Support Form: https://knowledge.onramper.com/kb-tickets/new