If you're expecting a refund but the card or bank account you originally used has since been closed, don't worry! We can still ensure your money safely reaches your new account.
However, to avoid severe payment delays, please read the guide below carefully before taking action.
⚠️ Important: Do Not Click 'Collect Refund' Yet!
If your bank account is fully closed, please do not click the 'Collect Refund' button on your account screen.
If you attempt to collect your refund to a closed account:
The transaction will automatically fail.
It can take up to 3 months for your bank to bounce the rejected funds back to our system.
We cannot issue your money to a new account until your bank has safely returned those funds to us.
To avoid this long delay, please make sure to follow the relevant action below based on your situation:
✅ If You Just Have a New Card (Account is Still Open)
No worries! If your underlying bank account is still active and open, your refund will flow back to that account automatically, even if your physical card has expired or changed. You are safe to proceed.
❌ If Your Bank Account Is Fully Closed
If the account itself is completely shut down, we need to securely redirect your funds to a brand-new account. You no longer need to contact us via chat to do this.
How to update your details securely:
Head to your active Refunds page in your account dashboard.
In the Refund Approved window, look for the notification regarding closed accounts.
Click the secure form link provided directly within that text message.
Security Notice: To protect your money and prevent fraud, our finance team requires official proof of account closure and payment verification uploaded via that form before we can redirect the transfer to your new bank account.