Support for access, payments and document delivery.
Email is the official support channel. Describe the problem clearly, but do not send passwords, full payment-card details, identity documents or an unredacted bank statement.
Use the email address connected to the case whenever possible.
Choose the right subject
Include the case identifier, the approximate creation date and a short description of the screen or error.
Include the transaction date, amount, currency and only the last four digits shown by the payment provider.
State the request and the email associated with the case. Completed cases can also be deleted from the secure case page.
Use the subject “Security report” and explain the issue without including access tokens, secrets or active private links.
What support can help with
- Recovering access to an existing case.
- Confirming whether a payment reached Refundora.
- Troubleshooting supported PDF, JPG and PNG uploads.
- Investigating generation or download failures.
- Handling a privacy, deletion or duplicate-payment request.
What support cannot do
Support cannot represent you, contact a merchant or bank on your behalf, file a chargeback, provide legal advice, predict a refund decision or verify facts that are not supported by the information you provide.
Safe support checklist
Full card numbers, CVV codes, passwords, API keys, full bank account numbers, government identity documents, unrelated private messages or the complete secure access token from a case URL.