Account Operations
Exchange rates, subscription cancellation, statements, remaining limits, and account-closure withdrawals.
Exchange Rate Discrepancies
The rate applied to a transaction may differ from publicly quoted market rates. This is expected — the conversion path and fees depend on the destination currency.
| Payment Currency | Conversion Path |
|---|---|
| Local currency (UAH, RON, CZK, etc.) | Local currency → GBP (Visa) → USD + FX |
| EUR | EUR → USD + FX |
| USD | USD (no conversion) |
The rate applied at each step:
| Step | Conversion | Rate applied |
|---|---|---|
| 1 | Transaction currency → Settlement currency (per table above) | Visa network rate (transaction date) |
| 2 | Settlement currency → Wallet debit currency | On-chain execution rate (Sell) |
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
| Field | Detail |
|---|---|
| Who generates it | Your support team, via the customer 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.
Updated 4 days ago