This article explains how to cancel your billing plan (if applicable) and close your Airwallex account.
What’s the difference between cancelling my billing plan and closing my account?
There are two separate actions:
-
Cancel your billing plan (subscription)
This stops future subscription or billing‑plan charges. You still have an Airwallex account, and in many cases you can re‑activate your plan later by logging in and subscribing again (as long as your account hasn’t been fully offboarded). -
Close (terminate) your Airwallex account
This is a full offboarding of your account under our General Terms. Once completed, you can no longer log in or use Airwallex with that account. To use Airwallex again, you’ll need to sign up for a new account, subject to our usual checks.
How do I cancel my billing plan?
If your organisation is on, or eligible for, a subscription plan, subscription management (including cancellation) is handled separately from closing your Airwallex account.
For Singapore customers, please see Subscription Plans FAQ [Singapore] for full details on how subscription plans work, how to change or cancel a plan, and what happens when you cancel.
In general:
- Anyone with the Owner role can cancel a subscription from the Manage Plan page in the Plan & Billing section of your account.
- After cancellation takes effect, your account will continue to exist with Airwallex and you can subscribe to a new plan again in future by logging back into your account and choosing a new plan.
When you contact Customer Support to close your Airwallex account, they may ask you to confirm the status of any active subscription plan and may direct you to cancel it first, depending on your region and specific account setup.
How do I close my Airwallex account?
If you want to fully close your Airwallex account (not just stop billing):
- If you are on a billing plan, our team may ask you to cancel it first (see above), depending on your specific account setup.
- Contact Customer Support from your registered email address or via the Support options in the WebApp and tell us you’d like to close your account.
- Our team will:
- Verify your identity and authority to act on the account.
- Start the offboarding process in line with our General Terms.
Once offboarding is completed:
- Your account is closed, and you will no longer be able to access Airwallex with that account.
- To use Airwallex again, you will need to sign up for a new account, which will be subject to our onboarding, risk and compliance checks.
If you have a remaining balance, see “What happens to my balance after my account is closed?” below.
What happens to my balance after my account is closed?
If your account has been offboarded and you still have a remaining balance, you may be able to request a refund of the closed account balance.
We can typically refund to:
- A bank account opened by your company in another bank.
- A bank account in the name of the account legal representative.
- A bank account in the name of one of the beneficial owners.
- A bank account in the name of one of the directors.
If you can still log in before closure, we may ask you to withdraw your balance yourself by creating a payout to an acceptable bank account as described above.
If you cannot log in, we may ask you to provide bank account details (for example, account name, IBAN/account number, SWIFT/BIC, bank name, currency and address information) and send these via our Support Form from your registered email address, so we can review and process the refund where eligible.
For detailed information, see:
Request for refund of closed account balance.
Can I reopen my account after it’s closed?
- If you have only cancelled your billing plan (and your account has not been fully offboarded), you can usually re‑activate by logging in and subscribing to a new plan, subject to eligibility.
- Once your account has been fully offboarded/terminated, you can no longer use that account; you would need to apply for a new Airwallex account, which will go through our normal onboarding checks.