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Refunds are handled through support. Open a ticket with the invoice number and the reason — a duplicate payment, a service that could not be provisioned, a charge you did not expect.
The more precisely you identify the invoice, the faster it gets resolved.
Two forms
A refund can be issued in one of two ways, and it matters which.
- **Back to the payment gateway** — the money returns to the PayPal account or card that paid. The timing then depends on the provider, typically a few working days.
- **As account credit** — the amount lands on your balance immediately and can pay future invoices, but cannot be withdrawn.
Partial refunds
A refund does not have to cover the whole invoice. A partially refunded invoice stays marked as paid — it was paid, and part of it came back — so do not be alarmed if the status does not change.
Where to see it
Every refund appears in your payment history as a negative entry against the invoice it belongs to, with its date and amount. A refund credited to your balance also shows up in the credit ledger.
Refunds on a topped-up balance
If credit that came from a top-up has been refunded to you, the corresponding amount is removed from your balance. It is not possible to keep both the credit and the money back.
Related articles
How Billing Works
Prepaid billing cycles, when invoices are issued, and the vocabulary you will meet in the dashboard.
Reading an Invoice
Invoice statuses, what the line items mean, and how to download the PDF.
Renewals and Due Dates
What happens as a renewal approaches, the reminders you receive, and the grace period before suspension.
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