📋 Overview
If you've submitted a refund request for a subscription charge — including charges that occurred after a cancellation attempt — this article explains how the process works, what timelines to expect, and what you can do while your request is being reviewed.
🔍 How to Check Your Recent Billing Activity
Before reaching out about a refund, you can review your charges directly in the platform by navigating to Avatar (top-right) → Billing (Activity Log / Invoices tabs). If you see a charge you didn't expect — for example, a renewal charge that occurred after you believed your subscription was cancelled — note the date, amount, and any invoice or transaction reference before contacting support.
⏱️ Refund Request Timelines
Once a refund request is submitted, our team will review it and work toward a resolution. Processing times can vary depending on the nature of the charge, your payment method, and any additional verification required. Refund requests are not processed instantaneously — our team must verify the charge and confirm the relevant account history before a refund can be issued. We appreciate your patience during this process.
⚠️ Common Reasons Refunds May Take Longer
In some cases, a refund may require additional review time. This can happen when:
- A cancellation was initiated but not fully confirmed in our system before the billing cycle renewed.
- There is a mismatch between your subscription dates and the charge in question, which requires manual reconciliation.
- The charge is associated with a payment type or promotional offer that requires additional verification steps.
- Multiple billing events occurred close together, such as a duplicate charge or an unexpected renewal, that need to be investigated as part of the same case.
If your refund request falls into any of these categories, our team will reach out to you or note the resolution directly on your account once the review is complete.
✅ What You Can Do Right Now
While your refund is being reviewed, here are a few steps you can take:
- Confirm your cancellation status: Check your account settings to verify that your subscription has been fully cancelled and that no future renewals are scheduled.
- Gather supporting details: Have the charge date, amount, and any transaction or invoice reference ready so our team can locate the relevant billing event quickly.
- Be patient: Refund reviews involve manual verification steps. Contacting support multiple times about the same request will not speed up the process, but our team is actively working on it.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.