You can start the wallet closure procedure directly from the Genome web dashboard or mobile app. In most cases, you do not need to contact Support to submit the request.
Before you start
Before you can submit your wallet closure request, make sure that:
- Your wallet balance is zero in all currencies
- You have paid all outstanding service fees
- You have no pending transactions
- You have downloaded any account statements you may need
- If you are closing a personal wallet, you must first close any active business wallets within your scope
You can learn how to save your account statements in PDF, XLS, and reports in CSV and XML format.
If you need to add funds to cover unpaid fees, see guidelines on how to top up your Genome Wallet.
How to start wallet closure
In the mobile app
- Open the Genome app and go to your profile and settings menu.
- Select Close wallet.
- Review the steps you need to complete before closure and select Close wallet to continue.
- Review the information about your statements and transaction history.
- Select the reason why you are closing the wallet.
- Complete the required confirmations and submit your request.
In the web dashboard
- Sign in at my.genome.eu.
- Go to Settings → Profile.
- Under Close your wallet, select Close wallet.
- Review the steps you need to complete and select Close wallet to continue.
- Review the information about your statements and transaction history.
- Select the reason why you are closing the wallet.
- Complete the required confirmations and submit your request.
Submitting the request starts the wallet closure procedure. Your wallet may not be closed immediately, as Genome may need to complete additional checks or request information from you.
If we ask you to provide bank account details
In some cases, Genome may ask you to provide external bank account details so that we can return funds remaining during the closure procedure.
This step appears only when Genome requests it and may not be shown during a standard self-service closure.
The account must:
- Be a SEPA bank account
- Be registered in your name
- Have a valid IBAN and SWIFT/BIC
The account holder’s name will be shown automatically. Enter the IBAN and SWIFT/BIC and select Submit.
- Mobile:
- Web:
If Verification of Payee is unavailable
If Verification of Payee cannot be performed for the account you provide, you will also need to upload a bank account statement from another financial institution.
The statement must contain:
- Your personal details
- At least three months of transaction history
You can upload up to 10 documents in PDF, JPG, or PNG format. Each document can be up to 10 MB.
- Mobile:
- Web:
After submitting the details, you will see confirmation that they have been received. We will notify you when the wallet closure procedure is complete.
- Mobile:
- Web:
When can a Funds Safekeeping fee apply?
The Funds Safekeeping fee does not apply simply because you start the wallet closure procedure.
It may apply if Genome cannot return your remaining funds because you do not provide valid SEPA payment account details, or you do not complete a required identity re-verification.
If valid payment details are missing or invalid, the fee may apply from the 8th calendar day after Genome notifies you. If you do not complete the required identity re-verification, it may be applied after 60 calendar days from Genome’s initial request.
The applicable fee is shown in your Genome pricing. See how to check the pricing applicable to you and the Genome Terms and Conditions for details.
What happens next?
Once you submit the request, wallet closure moves into processing. We may contact you if additional information or action is required.
We will notify you when the procedure has been completed. Your wallet can only be fully closed once its balance reaches zero and all outstanding fees and charges have been paid.
If you cannot access your wallet, the Close wallet option is unavailable, or you need help with the procedure, submit a request.
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