📌 Understand ranking changes
Search rankings can change because of algorithm updates, competitor activity, search location, seasonality, technical issues, or changes to your website and business profile. A ranking decline does not by itself confirm that the platform caused the change.
Before requesting a refund, record the affected keywords, locations, dates, landing pages, and the size of the decline. Compare several dates and search locations rather than relying on one search result.
🔎 Check your project data
- Open Home from the left sidebar and select the affected project.
- Review the project’s ranking history and confirm that the correct website, keywords, search engine, device, and location are selected.
- Check whether the project was paused, deleted, disconnected, or reset during the period being reviewed.
- Review recent website changes, redirects, indexing issues, Google Business Profile changes, and major content updates.
- Refresh the data and compare the results with Google Search Console or another trusted source when available.
🛠️ Troubleshoot a project reset failure
If a reset does not complete, avoid repeatedly submitting the same action. Repeated attempts may create duplicate jobs or delay processing.
- Refresh the page and confirm that you are working in the correct project.
- Check your project settings and connection status.
- Record the time of the failed reset and save any displayed error message.
- Refresh the data from Home and allow the system time to finish processing.
- Do not delete the project while troubleshooting if you need historical ranking data.
Include screenshots, the project name, reset time, affected keywords, and the expected result when reporting the issue. This helps the team investigate without requiring repeated explanations.
💳 How refund requests are reviewed
Refunds are reviewed individually. A ranking decline, dissatisfaction with results, or time spent using the platform does not automatically qualify an account for a refund. The review may consider the invoice or transaction, product usage, processing status, account history, and whether a technical failure prevented the purchased service from being delivered.
Some completed services, credits, top-ups, or third-party costs may have different refund treatment. Do not assume that a refund of one item applies to every invoice or credit type.
📝 Prepare your request
- List the specific invoices, charges, or credits you want reviewed.
- Explain what happened, including the ranking decline or reset failure.
- Provide project names, dates, screenshots, and error messages.
- State whether you are requesting a full refund, a partial refund, a credit adjustment, or a technical correction.
- Keep the affected project available unless the team asks you to remove it.
Refund requests are not guaranteed, but complete evidence helps the team reach the correct decision and identify any eligible service or credit adjustment.
💬 Contact the support team
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.