Ask support to review a refund
Every refund request is decided individually by support. A failed setup, unused subscription, pause or cancellation does not automatically approve a refund, and this guide does not give a blanket refusal either.
Request a review
Use your existing support conversation or email [email protected]. Include only information not already supplied:
- The account/site and the charge or invoice reference, date and amount.
- Why you are requesting a review, including a failed setup or unexpected renewal if relevant.
- The app/device and any troubleshooting result already established.
- Whether you also want help stopping future renewal, if that remains unresolved.
Do not send full card numbers, security codes, passwords or a second copy of screenshots support already has.
What happens next
Support needs to review the purchase and circumstances and provide a decision. An acknowledgement or request for information is not confirmation that a refund has been issued. A completion message should identify the actual decision and, when applicable, the recorded refund result.
A refund review and cancellation are separate tasks. To manage future renewal, follow pause/resume/cancellation. If you cannot sign in, tell support about the access block; it should not keep sending you back to the same inaccessible page.
Do not start another purchase to repair a failed first setup. Use failed setup help while the review is pending.