Request and track a refund

Owners, admins, and billing members can request a refund from an eligible paid invoice. Developers can’t submit refund requests. Finding and reading the invoice itself is covered in Review invoices.

Check eligibility

Open the paid invoice and select Request Refund. The page shows the invoice total and the remaining refundable balance.

Self-service requests are normally available within 60 days of the charge. Base monthly or annual subscription fees are refundable; consumed overage, one-time setup or migration fees, and promotional credits aren’t.

If the page reports that the invoice isn’t eligible, follow its guidance. Beyond the 60-day window, support can still review a request. Refunds processed within 90 days of the original card settlement return to the card; older refunds are paid by bank credit (ACH) and take longer. Annual plans cancelled partway through the term are refunded pro rata for the unused days at any point in the term, so most annual refunds arrive by bank credit. The request page shows the likely method and timing before you submit; the final method is set when the refund is processed, from the date the original charge settled.

Submit the request

1. Enter a positive Refund amount (USD) no greater than the remaining refundable balance.
2. Select the reason.
3. Add optional details, up to 2,000 characters.
4. Select Submit refund request.

The remaining balance already accounts for issued and pending requests. If another request changes that balance before you submit, the portal rejects the stale amount and asks you to review it again.

Submitting a customer request never approves or issues money automatically. It creates a request for review.

Track the request

After submission, the portal opens Refund request and updates it while it is under review. Statuses are:

• Awaiting review;
• Approved - issuing;
• Denied;
• Refund issued;
• Refund failed.

The page shows the requested amount, approved amount when available, reason, timestamps, and a denial reason when provided. It checks non-terminal requests for updates every 30 seconds.

An issued refund returns to the card that was charged. When it posts to your statement depends on the card issuer.

Resolve a status problem

If the status becomes unavailable after repeated attempts, select Retry. Use View invoice to return to the source invoice.

If a request is denied or failed and the reason is unclear, don’t submit duplicates. Open a support request with the invoice and refund request identifiers.