Note: If you are a Circle customer in the EEA or UK, please check out the applicable Refund Policy here as the legal language is slightly different.
This article describes our process for handling errors and questions about your electronic transfers. If you need your password reset, please take a look at our help article on the subject. If you need your phone reset, please take a look at our help article on the subject.
Error Resolution Process
If you find an error within your transaction receipts/statements, or have any questions about your previous money transfers, you are welcome to give us a call at +1 800 398 7172, email us at email@example.com, or write to us at Circle Internet Financial Inc., Attention: Compliance, P.O. BOX 52235, Boston, MA 02210. Please contact us as soon as possible if you think that your statement or receipt is wrong, or if you need more information concerning a transfer/transaction on your statement or receipt.
In order for us to investigate the error, you must contact us within 60 days of receiving the first receipt/statement where the error is present.
When you contact Circle about the error, you should provide your name and email address so we can identify your account. We also require a description of the error or discrepancy, where it would be helpful to describe in detail why you think there is an error, and to include the exact amount (in USD or EUR/GBP) of the suspected error.
If you call in and report the error over the phone, it may be necessary to follow up with a written report of the error (within 10 days). We will request a written report from you if we need it.
Once you report the error, we will investigate the alleged error, and determine within 10 business days whether an error occurred or whether it was an unauthorized transaction. We will tell you the results of our investigation within 3 business days after the completion of the investigation. Errors are corrected as soon as possible after confirming that an error occurred, accompanied by a clear and comprehensive description of the error identified and steps taken to resolve the error. Check out Section 19: Unauthorized Transactions in your User Agreement for more details.
Regardless of the results of our investigation, we will send you an email explaining the basis for our decision. If you have any questions or concerns regarding our decision, you can request further information regarding the details that led to our decision.