If something has gone wrong with a payment, contact support and tell us what happened. Refund requests are handled case by case.
What to include
- The email address on the account that was charged
- The date and amount of the payment
- What went wrong
The order date and amount are on your receipt — see Find your invoices and receipts.
Common situations
Charged twice. Check your order history first — two orders means a genuine double payment, and we'll refund one. One order with two entries on your card statement is usually a pending authorization that will drop off by itself.
Bought the wrong thing. Six months instead of a year, or a personal subscription when your school was going to buy a group account. Get in touch before doing anything else — we'd rather fix it than have you buy twice.
Bought and then didn't use it. Tell us; we'll look at it.
A colleague or your school paid for you as well. Don't leave the duplicate sitting there — let us know and we'll refund one side.
Before you request one
If it's about features not working as you expected, it may be worth an email about that first. A lot of "this doesn't do what I need" turns out to be a setting — and if it genuinely doesn't, we'd like to know either way.
Don't send card details
Never email card numbers. Everything we need to find a payment is the account address, the date and the amount.