📌 Understand ranking changes
Search rankings can change because of Google updates, competitor activity, location, search intent, technical issues, or changes to your website and Google Business Profile. A ranking decline does not automatically confirm that the platform caused the change or qualify an account for a refund.
Before requesting a refund, review the affected keywords, locations, dates, landing pages, and any changes made during the same period. Compare several data points rather than relying on one daily result.
🛠️ Troubleshoot a failed project reset
- Confirm that you are working in the correct project and account.
- Refresh the page and check whether the reset completed or is still processing.
- Review your project settings, connected integrations, and available quota.
- Avoid repeatedly starting the same reset while the first attempt is processing.
- Record the project name, reset date, error message, and any affected actions.
If a reset fails after the available retry attempts, keep the error details available for review. Do not delete the project while investigating, because deletion may remove access to historical project data.
📈 Gather information about the decline
- Project name and website
- Affected keywords and target locations
- Approximate date the decline began
- Before-and-after ranking screenshots or exports
- Recent website, content, backlink, tracking, or GBP changes
- Reset attempts, timestamps, and error messages
- Invoices or specific charges included in the request
For local projects, review the relevant project under Left sidebar → Local → GBP Projects. You can also check local data through Left sidebar → Local → Local SEO Heatmaps and related Local sections.
💳 Request a refund review
Refund requests are reviewed based on the specific charge, service delivery, account activity, and the circumstances documented for the issue. A refund is not guaranteed solely because rankings declined, time was spent using the service, or a reset failed.
Explain what happened clearly and request review of the exact invoices or charges in question. Include your evidence and describe the outcome you are seeking. If a system action used quota or credits, include the related project and action so the team can verify whether an adjustment is available.
✅ Prevent future issues
- Export or record important ranking data before making major project changes.
- Make one significant SEO change at a time and monitor its impact.
- Keep project settings, integrations, and business details up to date.
- Save screenshots of errors before refreshing, retrying, or deleting a project.
- Use consistent keywords, locations, and measurement dates when comparing rankings.
💬 Get help with your case
Include the project name, affected dates, ranking evidence, reset error details, and invoice numbers in your request. 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.