How do I close my Mercuryo Wallet account?

You **can't close it yourself**. Only Mercuryo Support can process a closure. Start a live chat in the Help Centre, submit a support request, or email **support@mercuryo.io**, and say you want your account closed. If your account is verified, you'll have to confirm your identity first. Withdraw your crypto and fiat before you ask. Under the terms, any remaining balance goes to an external account you name, Mercuryo may deduct amounts it's owed, and the refund is made within two months if there's no dispute. This also covers the Android app 'Mercuryo Bitcoin Cryptowallet'.

Is it possible to cancel a cryptocurrency transaction?

In most cases, **no**. Mercuryo processes a purchase as soon as your payment is approved. Once the transaction has been sent to the blockchain and has a TxID, it can't be cancelled, changed or reversed. The one exception is a purchase held for **identity verification**: if you don't finish verifying within 30 minutes, it's reversed automatically and you aren't charged. Before you confirm any order, check the wallet address, network, coin and amount.

I have accidentally sent crypto to an incorrect blockchain address. What can I do?

Mercuryo says it **can't refund** crypto sent to the wrong address, because it has no control over delivery once a transaction is broadcast. The same goes for crypto sent on the wrong network, even if it's the right coin. If the receiving address belongs to an exchange or custodial wallet, contact that platform directly, as it may be able to recover funds sent on the wrong network. Mercuryo support and complaint emails won't change the outcome for an on-chain mistake.

Why did my payment fail?

Most failed Mercuryo payments are **declined by your bank**. Common reasons are banks blocking crypto purchases, not enough funds, wrong card details, an expired or unsupported card, unfinished 3D Secure, or the bank's fraud checks. Mercuryo says it can't approve or override a declined transaction, so call your bank first. If money **did** leave your account but no crypto arrived, send support your Mercuryo transaction ID (a string like `0ae3b96eee13a3183`) and ask for a refund to your original payment method.

How to Raise a Complaint

First try Support through live chat or **support@mercuryo.io**. If you're unhappy with the service or with how your case was handled, email a **formal complaint** to **complaints@mercuryo.io**. Complaints can't be filed through chat. Include your full name, the email linked to your account, a clear description of the problem, transaction IDs, and screenshots or documents. All updates and the final response come by email. If you hold an e-money account (IBAN), you may also be able to take an unresolved complaint to an external ombudsman.

Completed withdrawal not received

This is one of the most common Trustpilot complaints. A sell or withdrawal shows **Completed**, but the money never reaches the card, often after an order placed through a partner such as Telegram Wallet. The partner app usually sends you to Mercuryo, so contact Mercuryo support directly. Give the transaction ID and ask for a bank-side reference so your bank can trace the payment. If support stalls, or offers a refund in crypto when you want fiat, escalate in writing to **complaints@mercuryo.io**.

Why am I still being charged after cancelling Mercuryo?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my Mercuryo account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel Mercuryo and Close Your Account.

Q: Does Mercuryo charge a cancellation fee?

**No.** Stopping a Recurring Purchase or closing your account doesn't cost anything. Mercuryo charges per transaction: up to 5.5% (minimum €1) for card buys, up to 3% (minimum €2) for bank transfers and up to 3.95% (minimum €4) for sells, with an average of 3.95%. The fee is shown as a separate line before you confirm. The now-closed Spend card had other charges: €0.30 per declined transaction, a €50 chargeback fee and €1 a month after three months of inactivity.

Q: Does Mercuryo charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel Mercuryo and what to expect.

Last verified 7 days ago · data refreshes daily · sources: homepage, terms, terms, terms, terms

The fastest way

Mercuryo isn't a subscription. To stop Recurring Purchases, open the Mercuryo widget, go to menu → Recurring purchases → Cancel purchase. You can't close your account yourself: use live chat or email support@mercuryo.io with the subject 'Account closure request, [account email]'. Verified accounts must pass an ID check first. Support usually replies within an hour. Escalate to complaints@mercuryo.io.

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The 4-step cancellation

Email the verified address
complaints@mercuryo.io, yoink-verified working email for Mercuryo (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Mercuryo team,

I'm writing to cancel the subscription on my account, [your account email].

Please treat this as formal notice of cancellation, effective from the end of the current billing period. Under Directive 2011/83/EU, I'm entitled to terminate this contract by notice through the same channel it was formed in.

Please confirm by reply that the subscription has been cancelled and that no further charges will be taken.

If your policy allows it, I'd also appreciate a pro-rata refund for the unused portion of the current period.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Mercuryo plans you can cancel

Recurring Purchases (crypto DCA)
There's no subscription fee. Each scheduled buy costs the same as a one-off purchase. To cancel, open the Mercuryo widget, tap the hamburger menu (top-right), choose 'Recurring purchases', pick the schedule, tap 'Cancel purchase' and confirm. Schedules can run daily, weekly or monthly and are paid by Visa or Mastercard only.
One-off Buy / Sell (On-Ramp & Off-Ramp)
These are single transactions, so there's nothing to cancel. The fee is charged per transaction: up to 5.5% (minimum €1) for card buys, up to 3% (minimum €2) for bank-transfer buys and up to 3.95% (minimum €4) for sells. The average fee is 3.95%.
Mercuryo Wallet account
Only the Support team can close an account, via live chat or a Help Centre request. Verified accounts must confirm their identity first. This also covers the Android app 'Mercuryo Bitcoin Cryptowallet'.
€0.00/mo
Spend virtual Mastercard (EEA)
The Help Centre has an article titled 'Closure of Spend Card Programme July 2026', so the programme appears to be shut down. While it ran, creating and keeping a card was free, but a €1 monthly fee applied after three straight months of inactivity. If the balance fell below €1, Mercuryo took what was left and closed the card.
€0.00/mo

What happens to what you’ve already paid

Mercuryo sells individual crypto buy and sell transactions, not a subscription. Once an order has been placed on the blockchain, the crypto purchase can't be cancelled or refunded, and that includes crypto sent to the wrong address or network. If a purchase is held for identity verification and you don't finish within 30 minutes, it's reversed automatically and you aren't charged. Payments your bank declined can't be overridden by Mercuryo. When an account closes, any balance left in the Mercuryo Wallet is returned to an external account you name, within two months unless there's a dispute. Mercuryo may deduct anything it's owed. Recurring Purchases have no fee of their own, so stopping them only prevents future buys.

“In the event of a dispute between the Company and the Client, the Company has the right to detain funds under dispute till the dispute is solved. In the absence of a dispute, the Company makes a refund within two months.”
, Mercuryo terms

Asking specifically for money back, not just a cancellation? See the dedicated Mercuryo refund guide , same data, but framed around the policy + escalation paths.

Does Mercuryo charge a cancellation fee?

Mercuryo’s terms mention conditions worth checking before you cancel, see the plan notes and policy quote above for the specifics we found. In general: rolling monthly plans end at the period you’ve already paid for with nothing extra to pay, while minimum-term or contract plans can carry an early-exit charge until the term ends. If you signed up online within the last 14 days, the EU Consumer Rights Directive gives you a cooling-off right to walk away, fee-free, for most digital subscriptions.

What doesn’t work for cancelling Mercuryo

Based on 7 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Asking Mercuryo to cancel or reverse a crypto purchase after it's done, The Help Centre says that once a blockchain transaction hash (TxID) exists, the transaction can't be cancelled, changed or reversed.
✕ Asking for a refund after sending crypto to the wrong address or network, Mercuryo says it can't refund these because it has no control over crypto delivery. This also applies to using the wrong network for the right coin.
✕ Closing the account yourself in the app or widget, The Help Centre confirms there's no self-serve option. Support has to process every closure, and verified accounts need an identity check first.
✕ Filing a formal complaint through live chat, Mercuryo says formal complaints must be emailed to complaints@mercuryo.io. Chat is for general support only.
✕ Asking Mercuryo to approve a card payment your bank declined, The Help Centre says Mercuryo can't approve or override a declined transaction. Only your bank can.
✕ Going back to the partner wallet or app you bought through (e.g. Telegram Wallet), Trustpilot reviewers say partner apps send them back to Mercuryo support, which runs the transaction.

Cancelled Mercuryo but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from Mercuryo, treat it as not cancelled. Email complaints@mercuryo.io referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Mercuryo’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Mercuryo charges again.

How Mercuryo will try to keep you

Mercuryo may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Stalling with a repeated 'technical issue' while funds stay stuck (Trustpilot reports of balances frozen for over a month)”
You say: Please give me a written date for when the 'technical issue' on my transaction [ID] will be fixed and my funds released. If I don't have a resolution within 7 days, I'll treat this as a formal complaint to complaints@mercuryo.io.
They’ll say: “Offering a refund in crypto to a wallet address (e.g. USDT on TON) instead of returning the money to the card or bank you paid with (Trustpilot)”
You say: I paid by [card/bank transfer]. Please refund the full amount to that original payment method, not to a crypto wallet. Confirm the refund reference and the date it will arrive.
They’ll say: “Putting failed-order money into your Mercuryo balance instead of sending it back to your card, so withdrawing it costs a second fee (BestChange and CryptoRadar reviews)”
You say: I didn't agree to have this amount credited to my Mercuryo balance. Please return it to my original payment method without any further fees, because the failure wasn't caused by me.
They’ll say: “Holding funds by labelling the case a 'dispute' (the terms allow funds to be held until a dispute is settled, with up to two months for refunds otherwise)”
You say: Please confirm in writing whether my funds are being held because of a dispute. If so, tell me what the dispute is and what you need from me. If not, your terms say the refund is due within two months. Please give me the date.
They’ll say: “Asking for identity verification again before closing an account (Help Centre)”
You say: I'm asking you to close my Mercuryo account. I'll complete any identity check you need straight away. Please confirm in writing what's left to do and the date the account will be closed.
They’ll say: “Restricting the account or charging fees when you file a chargeback (EEA terms allow suspension over chargeback risk; the Spend card had a €50 chargeback fee)”
You say: Before I file a chargeback with my bank, I'm giving you the chance to refund [amount] for transaction [ID]. Please reply within 7 days.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Mercuryo has ~45 days to defend.

Rights in other regions (United Kingdom)

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of Mercuryo’s own policy.
Consumer Rights Act 2015
Services must be as described.
If Mercuryo’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Delete your Mercuryo account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Mercuryo’s account settings, email complaints@mercuryo.io with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under GDPR Article 17, the right to erasure. They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Mercuryo

Open the **Mercuryo widget**, tap the hamburger menu (two lines, top-right) and choose **Recurring purchases**. Select the schedule you want to end, tap **Cancel purchase** and confirm. The Help Centre only describes how to cancel, not how to pause, so to take a break you cancel now and set it up again later. Stopping is free, because Recurring Purchases cost the same as one-off buys. Cancelling only stops future buys. Any purchase that has already gone through is final once the crypto is on-chain. Take a screenshot of the confirmation in case a charge appears later.

Money-back questions (windows, pro-rata, chargebacks) are covered in the Mercuryo refund guide. Need a human for something else entirely? The Mercuryo contact guide lists every channel that actually answers.