Cancellations, refunds and support

The merchant initiates the refund and COCA credits the account after processing. First establish whether this is a pending authorization or a refund of a completed purchase; confirm the merchant’s processing and the actual COCA balance credit separately.

How long does it take?

The guide says a few business days, with no fixed maximum or separate authorization-release deadline published. If the merchant confirms processing but no credit appears, ask COCA support to trace it using the refund reference.

Where is it returned?

The official guide promises an automatic COCA account credit but does not name the refund fiat currency or token. Ask support which USD/EUR account or asset balance will receive it, then reconcile the posted credit.

Cancellation and subscriptions

Temporarily freeze via Banking → select card → Freeze Card; ask support about permanent card closure. Cancel merchant subscriptions separately. Account-data deletion is a separate process requiring banking and crypto balances to be cleared first.

Declined or unfamiliar transactions

Check spendable balance, card freeze status, limits and SMS 3D Secure for online purchases. If it still fails, send COCA support the error, merchant, time and amount; ask whether any reserved amount is pending or settled.

What to prepare for support

Submit a ticket at help.coca.xyz or contact support@coca.xyz. Include the refund reference, original transaction details and merchant correspondence so support can investigate a missing credit.

Card issuer / operator

Official confirmation needed

Custody of funded balances

Self-controlled COCA 3.0 account balance; regional card services use licensed partners

COCA 3.0 uses a self-controlled USD/EUR spending balance. Match the deposit asset and chain shown in the app; block a lost card in the app.