Account Cancellation and Closing Your Coastal Pay Service

The fastest and preferred way to cancel your Coastal Pay account is to submit a Helpdesk Ticket requesting account closure. Include the following details in your ticket to avoid delays:

• Legal business name
• Merchant ID (MID)
• Contact name, phone number, and email
• Requested closure date
• Reason for closure

Before submitting your ticket, make sure your last batch has been settled to avoid any processing complications. Once your request is received and verified, most accounts are marked inactive within 1 to 3 business days. You will receive a confirmation email once the closure is complete – keep that email for your records.

Yes. Submitting a Helpdesk Ticket is a fully online cancellation method for most merchants. You do not need to call to complete a standard account closure.

In some cases – such as accounts with multiple locations, complex gateway setups, or security verification requirements – a brief call to 888-266-1715 may be needed to confirm the request. There is no sales pressure during these calls. The goal is simply to make sure the closure is accurate and complete. Written confirmation is always sent by email, regardless of how the cancellation is initiated.

Most cancellation requests are processed within 1 to 3 business days of receiving a complete Helpdesk Ticket. To plan your transition cleanly, submit your cancellation request after your final batch has been submitted and funded whenever possible.

Coastal Pay sets your effective closure date based on when the verified request is received. Any transactions attempted after that effective date will be declined. Before your closure date, make sure to turn off any recurring billing or saved-card profiles inside your POS or gateway so that scheduled charges do not attempt to process after the account is closed.

Coastal Pay offers a straightforward cancellation process and does not rely on making it difficult or costly to leave. Whether your account is on a month-to-month or term agreement, your specific fee exposure depends on the Merchant Processing Agreement you signed at the time of approval.

Fees that may apply in certain situations include:

• Outstanding equipment lease payments or unreturned devices
• Any unpaid monthly or annual fees due at the time of closure
• Early termination fees, if your specific agreement includes a contract term

To get a clear picture of what applies to your account before cancelling, review your signed Merchant Processing Agreement or submit a Helpdesk Ticket asking for a cancellation fee review. Coastal Pay believes in earning your business through service and integrations – not by making cancellation a barrier.

Transactions processed before your effective closure date will continue to fund according to normal settlement timelines. Closing your account does not interrupt funding for activity that was already processed.

Chargebacks related to transactions processed before closure can still be filed by cardholders after your account is closed. Coastal Pay will notify you by email if a chargeback is received. You remain responsible for responding to disputes and any associated fees. For guidance on responding to chargebacks, visit the Chargeback FAQ or submit a Helpdesk Ticket.

Refunds for pre-closure transactions should be processed before your closure effective date whenever possible. If a refund is needed after closure, contact Coastal Pay support to discuss available options, as standard card network refunds may no longer be available on a closed account.

Before requesting account closure, log in to your Coastal Pay portal and download the following records:

• Monthly processing statements
• Batch settlement reports
• Chargeback and dispute history
• Transaction-level export files if needed for accounting or tax purposes

Store all exported files securely, as they may be needed for tax filings, audits, or future chargeback responses. If you need help exporting reports or are unsure how to locate specific records, submit a Helpdesk Ticket before initiating your cancellation request. Access to portal data may be limited after your account is marked inactive, so download everything you need beforehand.

If your business is seasonal or temporarily closed, a temporary account pause may be a better option than full cancellation. Submit a Helpdesk Ticket and ask about pause or low-activity options for your specific account type. A pause may affect how monthly fees and PCI compliance requirements apply during the inactive period, so it is worth confirming the details before deciding.

When you are ready to process again, a paused account can typically be reactivated faster than a full new application, since your merchant profile and integrations are already on file. Full cancellation remains available at any time if a pause does not fit your situation.

In most cases, yes. Many of the POS systems and software tools in Coastal Pay’s 2,000+ integration network can also connect to other processors, depending on the vendor’s certified processor list. Your hardware and software are not necessarily tied to Coastal Pay.

If you are switching and want to know whether your current setup is portable, contact the Coastal Pay support team before you cancel. They can help you understand which components are reusable so you can plan your transition without unnecessary equipment costs or integration surprises. Coastal Pay does not lock merchants into proprietary systems as a retention strategy – our goal is to deliver value through service, pricing, and integrations, not through technical barriers to leaving.

Yes. Former merchants are welcome to reapply and can typically receive a new approval quickly through Coastal Pay’s instant boarding process – most U.S. businesses get approved in about 2 minutes. If your previous account had no outstanding balances, unresolved chargebacks, or compliance issues, reactivation is generally straightforward. If you still use the same POS or software integrations that Coastal Pay supports, the reconnection process is even faster since the integration path is already known. To reopen, visit coastalpay.com and complete the Get Started form, or call 888-266-1715.

If you run into any issues during the cancellation process or are unsure whether your account has been fully closed, use any of the following contact options:

• Helpdesk Ticket: Submit a ticket at coastalpay.com – the preferred method for account closure and follow-up questions
• Phone: 888-266-1715 – for urgent questions or same-day confirmation needs
• Email: info@coastalpay.com – for general cancellation inquiries and written follow-up

Always keep your cancellation confirmation email. Reference it if any billing questions arise after your account is closed. If a charge appears after your confirmed closure date, contact support immediately with your MID and confirmation email so the issue can be reviewed and resolved quickly.