Ask for a refund

Before you start

Check that the card qualifies: see Which cards qualify for a refund. The refund page also tells you, card by card.

Send the request

1. Open Refunds and choose Ask for a refund, or use Ask for a refund on the card under Cards.
2. Choose the card. The right-hand panel shows the balance, any commission and the amount you can expect.
3. Explain in a sentence or two why you want the refund.
4. Enter the network (for example USDT TRC20) and your wallet address or Pay ID.
5. Tick the box to confirm you have read the refund policy, then send the request.

Check the payout details twice

Payouts to the details you enter are final. Copy the address from your wallet's receive screen and make sure the network matches.

What happens next

The request appears in Refunds as In review. A reviewer compares the card history and balance with the issuing partner and settles the final figure, which can differ from the estimate if the real balance differs. We aim to decide within a few working days.

When it is approved

Payment goes out in USDT, or an agreed alternative, to your payout details. The payout transaction ID appears on the refund, and the card is closed.

When it is declined

The reason appears on the refund. If you think something was missed, reply in a ticket under A refund.

One at a time

Each card can have one refund request open at a time, and a refund cannot be requested while a reload of the same card is still being processed.