Refunds, timeouts and hold release
Our pay-on-delivery model means most “refunds” are automatic. Here’s exactly how holds, timeouts and refunds work.
How holds and charges work
When you order a number, its price is reserved (held) from your wallet. It is captured only when eligible delivery conditions are met. If the order times out or you cancel before delivery, the hold is released back to your wallet automatically — no ticket needed.
When to contact support
If a charge was captured but you did not receive an eligible message, contact support with the order ID, number and timestamp. Duplicate charges caused by a system error are also corrected on verification. See the Refund Policy for full details.
FAQ
How fast is a hold released?
Holds are released automatically when an order times out or is cancelled before delivery.
Is wallet balance refundable?
Wallet credit never expires. Deposited balance is used within the platform; see the Refund Policy for exceptions and referral earnings.