MoonPay Withdrawals
As of October 20, 2025, Sweet Balance withdrawals are no longer supported via the account.sweet.io site.
If you have an existing Sweet Balance that needs to be withdrawn, please contact Sweet Help and we will facilitate a manual withdrawal process with MoonPay. Note that this manual withdrawal process may take anywhere from days to weeks to complete, once a request has been submitted.
To contact Sweet Help, click on the icon in the lower right corner.
Sweet Balance / Withdrawals
How long do I have to withdraw a Sweet Balance to my connected bank account with Moonpay?
You may make NHL Breakaway purchases using your Sweet Balance up until September 30 at 12pm ET.
After this time, any Sweet Balance on your account must be withdrawn by October 17, 2025, at which point MoonPay will no longer be supporting the Sweet Balance product.
To initiate a withdrawal, go to Account Settings and click “Withdraw Balance” or “Visit MoonPay.” If you still have a Sweet Balance on your account as of October 17, MoonPay will reach out via email to attempt to refund your funds to the payment method you have on file.
If your Sweet balance is less than $20, please look out for an email from MoonPay next week where you can request assistance.
You also may contact MoonPay’s customer support (+1 888-651-0727 https://support.moonpay.com/) at any time for assistance to withdraw your balance.
Do we have to withdraw our Sweet Balance?
Yes, all users with Sweet Balance must withdraw by October 17, 2025.
Can we still make purchases using Sweet after Sept 30?
No; after September 30 at 12pm ET, you will not be able to make purchases using Sweet Balance.
What happens if we don’t withdraw by Oct 17?
After this date, MoonPay will be contacting users directly to help with withdrawals. If you are having trouble reaching MoonPay, please contact NHL Breakaway or MLS QUEST support and we can also help facilitate.
Is there a minimum balance needed to withdraw from MoonPay?
If your Sweet balance is less than $20, please look out for an email from MoonPay where you can request assistance with your withdrawal.
How do we initiate withdrawals?
To initiate a withdrawal, go to Account Settings and click “Withdraw Balance” or “Visit MoonPay.” If you still have a Sweet Balance on your account as of October 17, MoonPay will reach out via email to attempt to refund your funds to the payment method you have on file.
If your Sweet balance is less than $20, please look out for an email from MoonPay next week where you can request assistance.
Will these changes take effect for both MLS QUEST and NHL Breakaway?
Yes
Are MoonPay withdrawal fees covered by NHL Breakaway or MLS QUEST?
Unfortunately no; these fees are standard across the MoonPay ecosystem.
What happens if MoonPay fails to process the withdrawal?
Please contact NHL Breakaway or MLS QUEST support and we can help facilitate.
How do I reach Moonpay Support with any issues with my withdrawal?
Contact Moonpay Support at +1 888-651-0727 or https://support.moonpay.com
Deposits
Can we deposit funds with Stripe like we could with MoonPay?
Unfortunately not at this time; this is at the top of our list of new features to launch with Stripe, although there is no ETA at the moment.
Marketplace Listings
Is a Stripe Merchant account required to list on secondary?
Yes
Will any of the fees change for primary or secondary?
Seller fees on secondary marketplace will remain unchanged at 5%.
Payment processing fees for primary and secondary purchases will be 2.9% of the purchase price + 30 cents.
What happens to current marketplace listings?
Since current listings are tied to MoonPay, all marketplace listings will be taken down on September 30 at 12pm ET. Once the migration from MoonPay is complete, you will need to create a Stripe Merchant account before relisting your collectibles.
Will KYC still be required?
Yes, but only for secondary marketplace listings. We will adhere to Stripe requirements for setting up a Stripe Merchant account which includes KYC verification.
Are all countries supported for Stripe Payment and Stripe Merchant services?
A complete list of supported countries can be found here
How do we set up a Stripe Merchant Account?
This will be available on September 30 after the Stripe site update is complete. Step-by-step flow: https://help.sweet.io/en/articles/6093198-connect-your-account-to-stripe
Additional settings can be found here: https://help.sweet.io/en/articles/12588443-stripe-connect-marketplace-settings
When will relisting be available?
Relisting will be available on September 30 after the Stripe site update is complete.
Can I withdraw my funds from Stripe Merchant services at any time?
Yes, standard withdrawal takes up to 7 business days
I just sold an item using my Stripe Merchant account. Where do I get paid and when?
Pending payouts will immediately appear in your Stripe dashboard. If this is your first sale, it will typically take 7 days for the payment to clear to your connected bank account. Subsequent sales should clear in ~2 days. For complete details, visit Stripe Support.
Other
Will users still receive promo credits from reward bags or during the onboarding process?
No, promo credits will be sunset in all parts of the platform.
Can I pay with crypto after the cutover?
No, payment options will be Credit Card and Google Pay
Will any MoonPay features or functionality be used on the platform after September 30th, 2025?
No
Will my existing collectibles be affected in any way?
No
Will previous prices or history be saved?
Sales transaction history on NHL Breakaway and MLS QUEST highlight and pack pages will be retained.
Who can answer follow-up questions?
Please direct any additional questions regarding Stripe or MoonPay to NHL Breakaway or MLS QUEST Support