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.

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.

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**.

Is Mercuryo safe and regulated?

Mercuryo runs through several regulated companies. **Monetley LTD** is an FCA-authorised Electronic Money Institution in the UK. Crypto services in the EEA are provided by **Criptan Trade, S.L.** under MiCA (CNMV). **Moneymaple Tech Ltd** is registered as a Money Services Business with FINTRAC in Canada. Mercuryo applies KYC and AML checks. Its own Help Centre warns that crypto is high-risk and that you shouldn't expect protection if something goes wrong. It also warns about lookalike scam domains: real services are only on mercuryo.io and the official app.

What happened to the Mercuryo Spend card?

The Spend section of the Help Centre has an article titled **'Closure of Spend Card Programme July 2026'**, which suggests the virtual Mastercard programme has ended. If you still have money on a Spend card, ask support how to withdraw it. Under the old fair usage rules, an inactive card was charged €1 a month after three months, and Mercuryo took any balance under €1 and closed the card. Ask support for a written confirmation of what happened to your remaining balance.

Can I get a refund from Mercuryo?

It depends on what went wrong. **Delivered crypto can't be refunded**. **Unverified orders** are reversed automatically after 30 minutes. If you were charged but **received no crypto**, or a **withdrawal never arrived**, contact support with your transaction ID and ask for the money back to your original payment method. **Remaining wallet balances** are paid out when an account closes, within two months if there's no dispute. If support doesn't fix it, email complaints@mercuryo.io. A card chargeback is a last resort, because Mercuryo's terms let it restrict accounts over chargeback risk.

REFUND GUIDE

How to Get a Mercuryo Refund on a Failed Purchase.

Here's what Mercuryo actually owes you, what their policy quietly says, and how to escalate if they ignore the request.

Last verified 7 days ago against Mercuryo’s own Terms · UK, US, and EU rights covered below

The short answer

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.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Mercuryo, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What Mercuryo actually says

“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.”
, verbatim from Mercuryo’s terms

Statutory cooling-off: 14 days in UK + EU on new subs

How long does a Mercuryo refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

What you can claim

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

European Union

ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Mercuryo is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Mercuryo has ~45 days to defend. Works regardless of where Mercuryo is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, United Kingdom)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Mercuryo charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

United Kingdom

Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Mercuryo subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Mercuryo can’t ignore.

The 4-step refund email

Email the right address
Use complaints@mercuryo.io, the route yoink has verified actually gets read for Mercuryo.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Mercuryo team,

I'm requesting a refund of the recent charge on my subscription, account [your account email].

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 refund will be processed to my original payment method.

If a full refund isn't available under your policy, I'd accept a pro-rata refund for the unused portion.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for 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.