How do I close my account?
Close all cards first (balances return to your account) → submit a closure ticket → after review the balance is returned via the original route → account closed. Funds inside the upstream 60–90 day freeze window are returned after it ends.
Closing your account isn't as simple as hitting a red "delete account" button. At its core, it's about walking your money back to you along a chain: card limit → platform balance → on-chain USDT, and only after that final leg is done does the account itself get closed. The order can't be reversed—as long as a single active card remains under your name, the balance hasn't been fully consolidated and the account can't be closed. What's really easy to overlook isn't the steps themselves, but the fact that one portion of the money carries a 60–90 day timing gap that only surfaces when you go to withdraw the funds.
Follow this exact order to close your account fully—don't skip a single step
- Close every card under your name, one by one: start the closure from each card's detail page, and once the card's remaining limit is settled it returns to your platform balance. As long as any active card remains, the account can't be closed.
- Check your platform balance: after all cards are closed, the funds consolidate back into your platform balance. Confirm the figure already includes the limits returned from each card before moving on.
- Submit a closure support ticket: clearly state your request—"close my account and return the balance." An in-app support ticket is the fastest channel, with a first response typically within 2 hours during business hours.
- Wait for manual review: once the account is confirmed to have no abnormal transactions and no unsettled items, it enters the return process.
- Balance returned in USDT via the original route: after approval, the USDT is returned along the same route you used to top up, with the on-chain transfer fee deducted from the returned amount. Refunds are made in USDT only—never to a bank card or any local fiat payment method.
- Account closed: once the consolidated available balance has been fully returned, the account is closed—you don't have to wait out 60–90 days for any frozen remainder. The portion of card funds still within the freeze window is returned separately via the original route after the window ends.
The only wait measured in months: the 60–90 day freeze window only appears when you withdraw your balance out
Both cases involve closing a card, yet you won't feel the freeze window during a routine single-card closure, while you may have to wait when closing your entire account—the difference is whether the money leaves the platform. This comparison table makes it clear.
| What you're doing | When the remaining card limit becomes available | Impact of the 60–90 day freeze window |
|---|---|---|
| Closing a single card while continuing to use the platform | Returns to your platform balance immediately after settlement | No impact—the platform advances the funds, so you don't wait on the upstream issuer |
| Closing your entire account and withdrawing the balance out | The already-consolidated portion can be returned instantly; the limit from the just-closed card must wait until the 60–90 day freeze window ends | Only this portion is delayed along with the withdrawal; the account closure itself is not held up by it |
The freeze window is an upstream settlement practice: keep funds on the platform and the platform bears it; only when you withdraw does it fall on you
This freeze window is an upstream settlement practice: when a card has just been closed, it may still carry in-flight transactions that haven't finished settling, and the final balance can only be confirmed once all settlement is complete—releasing the money early risks the account statement not reconciling. It normally stays invisible because the money never leaves the platform; but closing your account means returning the balance on-chain, crossing the platform's boundary, and only the portion that crosses out has to wait until the settlement window ends before it is returned.
Before submitting your closure support ticket, self-check these items
- Whether any active card remains under your name: if even one hasn't been closed, the account can't be closed and the ticket will be bounced back.
- Whether your platform balance already includes the limits returned from all cards: verify the amount before submitting to avoid missing any.
- Confirm the source wallet you originally topped up from is still yours and on the TRC20 network: the refund goes back to that source address via the original route, so you don't need to enter a separate receiving address.
- State your request clearly in the ticket (close account + return balance) to cut down on back-and-forth.