How to Cancel Viva Wallet (UK 2026)
Closing a Viva.com account costs nothing under Viva’s published Terms once your balance is zero, but a Pay Monthly terminal carries a 24-month Minimum Term, and leaving early means paying your Minimum Fee for every month left to run.
The short answer
Withdraw your balance to zero, then log in and select Chat with us to request closure. If your terminal is on Pay Monthly and you are inside the 24 months, ask Viva for the Exit Fee in writing first: it equals your Minimum Fee multiplied by the months remaining, and Viva does not publish the Minimum Fee. Bought terminals are yours to keep.
Viva Wallet exit terms at a glance
Viva runs three set-ups in the UK and each ends differently. Most small merchants buy a device or use Tap on Any Device on their phone, which leaves nothing to pay off. Incorporated businesses can instead take a terminal on Pay Monthly or a device subscription, and those are where the cost of leaving sits. The table below is read straight from our provider exit-terms register, checked against Viva’s own Terms and UK help centre on 1 November 2026.
- Minimum term
- Account terms: 12-month Initial Term, renewing automatically for one-year periods. POS Terminal Pay Monthly: 24-month Minimum Term. Bought devices: no device term
- Exit fee
- Account: no closure fee in the Terms, but the balance must be zero to close. Pay Monthly POS ended inside 24 months: Exit Fee = Minimum Fee x months of the Minimum Term remaining; the Minimum Fee amount is Not published (it is shown in your account). Device subscription: you pay any device cost your transaction revenue has not yet covered
- Notice
- Terms cl.11.2: written notice at least 6 months before the end of the Initial Term or a renewal term, or the agreement renews for a year. The UK help centre closure route is a "Chat with us" request once the balance is zero, with no notice period mentioned. Pay Monthly POS: written notice at any time
- Hardware
- Pay Monthly POS stays Viva property: return it after paying the Exit Fee, shipping at your cost, replacement cost charged if faulty. Device subscription: keep the device after ending it. Bought devices are yours. 14-day withdrawal window on an unactivated device
- Who it applies to
- Pay Monthly POS and UK device subscriptions are not available to sole traders (Terms; Ordering guide)
Step 1: Find out which agreement you are on
Your Viva.com account shows how the terminal was supplied. If you paid for it at checkout, or you take payments through the Viva.com Terminal app on your phone, there is no device term and you can skip to Step 2. If you pay a monthly amount for the terminal, check whether it is a Pay Monthly agreement (24-month Minimum Term, Exit Fee) or a device subscription (no fixed term, but you pay off any part of the device price your transactions have not covered). Download your monthly statements before you go further: once the agreement ends, the Terms restrict your account to historic statements only.
Step 2: Settle refunds and bring the balance to zero
Viva will not complete a closure while money sits in the account. Issue any refunds you owe while you still can, wait for pending transactions to settle, and transfer the rest to your bank. Closing does not end your exposure to disputes: the Terms keep refund and chargeback obligations alive after the agreement ends, so keep records of recent sales.
Step 3: Request closure through Chat with us
Log in, open the menu and select Chat with us. You can close one account and keep others if you run several. For a Pay Monthly terminal, give the model and serial number, your business name and company number, the registered customer’s full name and mobile number, and your own name and number if you are not the registered customer. Ask for two things in writing: your closure date and the Exit Fee, if any.
One point to raise in that chat: clause 11.2 of the Terms says the agreement renews for a year at a time unless written notice is given at least six months before the current term ends. The help centre route mentions no notice period. A written closure date from Viva settles which applies to you.
Leaving Viva and want a quote on your real turnover?
Tell us your monthly card turnover and Minimum Fee and we will show whether leaving now beats waiting, with the sums. Up to £3,000 towards your exit fees when you switch through MerchantSwitch (eligibility confirmed at quote).
Step 4: Return or keep the terminal
A Pay Monthly terminal belongs to Viva throughout the agreement. After the Exit Fee is paid it goes back to Viva, in good condition, with shipping at your cost; if the device is faulty, the Terms let Viva charge its replacement cost. A device on a subscription is yours to keep once the subscription ends, and a bought device was always yours. Photograph the terminal and keep proof of postage on any return.
Step 5: Cancel Direct Debits and recurring payments last
Viva takes its fees, including any Minimum Fee, from your Viva balance rather than your bank. Even so, check your bank for any Direct Debit or saved card used to top up the account, and cancel it only after Viva has confirmed closure in writing.
Worked example: should a £5,000 a month shop leave a Pay Monthly terminal early?
Take a shop taking £5,000 a month in card payments, all on UK consumer cards, on Viva’s published in-person rate of 1.69% and the £3.99 Default plan (viva.com pricing, checked 1 November 2026). The alternatives are SumUp and Square at their published rates (checked 25 August 2026):
- Viva: £5,000 × 1.69% = £84.50, plus £3.99 = £88.49 a month
- SumUp pay-as-you-go: £5,000 × 1.69% = £84.50, saving £88.49 − £84.50 = £3.99
- Square: £5,000 × 1.75% = £87.50, saving £88.49 − £87.50 = £0.99
- SumUp Payments Plus: £19.00 + £5,000 × 0.99% = £68.50, saving £88.49 − £68.50 = £19.99 (the 0.99% covers domestic debit and credit cards only)
Now the exit cost. The Exit Fee is the Minimum Fee multiplied by the months left, and the saving also accrues once for each month left, so the months cancel out. Where the Minimum Fee works as a floor on your acquiring fees (Option B in the Terms, where you pay the shortfall when fees fall below it), you are paying at least the Minimum Fee whether you stay or go. Leaving early only comes out ahead if the monthly saving is bigger than your Minimum Fee. For this shop the best saving above is £19.99, so leaving early pays only with a Minimum Fee below that, and against SumUp pay-as-you-go only with one below £3.99. A new reader is a one-off on top: SumUp Solo Lite £25 ex VAT or the Square reader £19 + VAT.
When to stay put
Stay with Viva if your Minimum Fee is higher than the monthly saving you can get elsewhere: wait for the 24 months to run out, then close. At 1.69%, Viva charges the same rate as SumUp pay-as-you-go and less than Square’s 1.75%, so on a bought Viva device the only gap against SumUp is the £3.99 plan fee. A subscription plan only beats Viva once turnover is high enough: SumUp Payments Plus costs £19.00 a month against Viva’s £3.99 plan and saves 0.7 percentage points on domestic cards, so it breaks even at (£19.00 − £3.99) ÷ 0.7% = about £2,140 a month. Below that, a small trader on a bought Viva device has little to gain from moving.
Alternatives to Viva Wallet
Compare like for like on your own card mix rather than headline rates. Beyond SumUp and Square, quote-priced providers such as Dojo price on your turnover. Our card machine comparison sets the UK providers side by side, and a free statement review works out what your last Viva statement would have cost elsewhere, including whether an early exit pays for itself.
Frequently asked questions about cancelling Viva Wallet
Does Viva charge a fee to close a Viva.com account?
The Terms set no closure fee for the account itself. What can cost money is the terminal: a Pay Monthly device ended inside its 24 months triggers the Exit Fee, and a device subscription ended early costs whatever part of the device price your transactions have not yet covered.
How is the Viva Pay Monthly exit fee worked out?
The Terms give the formula: your monthly Minimum Fee multiplied by the months of the 24-month Minimum Term still to run. Viva does not publish the Minimum Fee amount; it is shown in your account. If you are closing because the business has been dissolved, Viva says attaching the dissolution document avoids the early termination fee.
Is there a notice period to leave Viva?
Clause 11.2 of the Terms says the agreement renews for a year at a time unless written notice is given at least six months before the end of the current term. The UK help centre describes closure as a chat request once your balance is zero and mentions no notice period. Ask Viva to state your closure date in writing so there is no doubt. Separately, if Viva changes its Terms and you do not accept the change, clause 12.4 lets you close at no cost.
What happens to money left in my Viva account after closure?
Withdraw it yourself before you ask to close, because Viva needs a zero balance to complete the request. If the agreement ends with funds still held, the Terms allow Viva up to 180 days after the end of that calendar month to return them, after its anti-money laundering and fraud checks.
I am a sole trader. Could I be tied into 24 months?
Unlikely. The Terms make Pay Monthly terminals available only to legal entities and exclude sole traders and small partnerships, and the help centre says UK device subscriptions are not offered to sole proprietors. A sole trader on Viva will normally have a bought device or Tap on Any Device, so closing the account is the whole job.
Can I send back a new Viva terminal I have changed my mind about?
Yes, within 14 days of receiving it, provided the packaging is intact and the terminal has not been activated. Request the return through Chat with us with the model and serial number. Return shipping is at your cost.
Tied in to Pay Monthly?
Send us your Minimum Fee and months remaining and we will tell you whether leaving now beats waiting, with the sums shown.
Check your exit maths →Cancelling a different provider?
Step-by-step guides covering notice periods, exit fees, and how to switch without downtime.