The answer
Normally a token account must have a zero token balance before it can be closed. Program-specific rules and token extensions can affect the procedure.
What to do next
Identify the mint, balance and close authority, then use a reputable wallet interface if closure is supported.
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Ledger hardware wallet
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Frequently asked questions
Will closing the token account remove the blockchain token itself?
No. It closes an account entry after the balance is dealt with; it does not erase the token mint.