Cancellations, refunds and support

Ask the merchant first for a completed-purchase refund. Distinguish pending authorizations from settled charges; if the merchant refuses, keep refusal correspondence and receipts for a Client Care chargeback request.

How long does it take?

Official guidance makes timing merchant-dependent and publishes no fixed credit deadline. Obtain the merchant’s processing date and reference, then ask Client Care to trace an overdue refund.

Where is it returned?

Refunds are recorded in EURx or GBPx matching the initially selected card currency. For Credit Mode, inspect the refund and loan balance separately; do not assume automatic repayment.

Cancellation and subscriptions

Deactivate through Card → More → Deactivate card. Ask Client Care separately about account closure and outstanding borrowing; cancel paid merchant subscriptions directly with the merchant.

Declined or unfamiliar transactions

Check available balance or collateral capacity for the selected Debit/Credit Mode and card deactivation. For restricted money-transfer/cash-like merchants, avoid repeated retries; send timestamp, amount and merchant to Client Care.

What to prepare for support

Use the Help Center’s 24/7 Client Care or Contact form. Include refund-refusal evidence, receipts and transaction reference, clearly identifying a card-purchase dispute.

Card issuer / operator

Official confirmation needed

Custody of funded balances

Tangany — clients onboarded to the EEA setup

Instant card freezes, spending controls and biometric locks are supported. Tangany provides custody under the new EEA setup, with existing accounts migrating in phases. Debit Mode spends the balance without collateral borrowing.