Account Operations

FX Conversion for On-Chain Card Transactions

Card transactions settled through the on-chain flow go through two separate currency conversions, not a single end-to-end rate.

Visa settlement conversion — the transaction is first converted from the original transaction currency into the settlement currency (EUR in most cases, or USD / GBP if the transaction was originally made in those currencies), using the Visa rate for the transaction date.
On-chain conversion — the settlement currency amount is then converted into the user's wallet currency using a separate on-chain execution rate at the time of the transaction.

Wallet selection: when a user holds balances in multiple currencies (e.g. WEUR, WUSD), the wallet with the larger available balance is selected for the debit.

Debit amount calculation: the relevant ticker is the pair matching debit currency / settlement currency (e.g. WUSD/GBP, WUSD/EUR). The settlement currency amount from Step 1 is divided by the Sell rate of that ticker to produce the debited amount in the wallet's currency:

Settlement currency amount (from Visa rate) ÷ Sell rate (debit currency / settlement currency) = Debited amount

Summary

Step	Conversion	Rate applied
1	Transaction currency → Settlement currency	Visa network rate (transaction date)
2	Settlement currency → Wallet debit currency	On-chain execution rate (Sell)

Because the debited amount reflects both steps, it will not reconcile against the Visa rate in isolation — the difference between the two is the on-chain off-ramp spread.

Cancelling a Subscription

Customers may ask to cancel recurring charges linked to their card.

Wirex cannot unlink a card from an active subscription, block a specific merchant, or cancel subscriptions directly.

Recommended actions:

Instruct the customer to contact the merchant directly to cancel the subscription.
As an immediate alternative, the card can be reissued — a new card number prevents future charges to the old card.
Recommend reissuance only after informing the customer of the implications (the existing card becomes invalid; other saved payment methods will need updating).

Transaction Statements

You generate transaction statements yourself on the support portal — no request to Wirex is needed. Open the user, generate the statement link, and send it to the user.

Field	Detail
Who generates it	Your support team, directly on the support portal (by generating a link).
Can Wirex generate it?	No — Wirex support cannot generate statements directly.

Ensure your team is familiar with the portal's link-generation process.

Checking Remaining Payment Limit

Field	Detail
Wirex visibility	Wirex does not have visibility into the customer's remaining unused limit and has no tool to calculate it.
Where to check	The customer support portal — accessible by your team via link generation.

Withdrawing Balance After Account Closure

If a closed-account customer requests withdrawal of remaining funds, this must be handled by your team.

Field	Detail
Why Wirex cannot help	The wallet is self-custody — funds remain at the customer's address and are not held by Wirex, which does not control the customer's crypto address.
Who can help	Your team, based on your platform's configuration and access controls.

Direct the customer to your platform's account recovery or withdrawal process. Wirex support cannot perform withdrawals or access customer wallet balances.