MoonPay resolves support in real time with secure file sharing in chat

The challenge

MoonPay is a leading global fintech powering the crypto economy, with millions of users worldwide and a focus on simple, secure, customer-friendly payments. The company is committed to instantaneous, high-quality support across live channels — prioritizing chat and phone over email for faster resolutions and greater satisfaction.

When MoonPay launched chat support via Amazon Connect, it hit a critical usability gap: there was no seamless way for customers to share sensitive documents — IDs, bank statements, receipts — inside live chat. Amazon Connect's native file upload didn't meet MoonPay's security requirements, so the team fell back to encrypted email. Secure, but cumbersome — and it created exactly the friction MoonPay's customer-experience strategy was built to avoid.

The solution

MoonPay chose SendSafely for its seamless, embedded agent experience inside Amazon Connect. Unlike encrypted email, SendSafely lets agents and customers exchange sensitive files securely and in real time, right within the live chat. Agents stay in the chat context; secure PII handling covers KYC documents, selfies with IDs, bank statements, and transaction receipts; and role-based access controls ensure shared links and documents are only accessible by the intended recipients.

MoonPay teams now rely on SendSafely across three operational areas: KYC Operations — manual review of customers who fail automated checks, exchanging IDs and passports; CX Operations — collecting receipts, screenshots, and bank statements to resolve transaction inquiries; and Fraud Operations — secure file exchange during manual investigations of flagged accounts.