> For the complete documentation index, see [llms.txt](https://guides.paynow.gg/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://guides.paynow.gg/for-your-players/refunds-and-cancellations.md).

# Refunds and Cancellations

You bought something from a store that uses PayNow, and you want your money back or you want the payments to stop. Those are two different things, and only one of them needs anyone's agreement.

## Start with the store you bought from

Ask the store first. It is the fastest way to sort this out, and often the only way to get what you actually wanted.

The store delivers what it sells and handles problems with it directly. If your purchase went to the wrong account, never arrived, or is not working, they can usually fix it in minutes. That beats waiting on a refund you did not really want. They can also refund you themselves.

Find your order ID first. It is in the receipt email PayNow sent you when you paid, and you will be asked for it. Most stores have a support channel on their Discord or a support link on their storefront.

If you cannot find the receipt, search your email for the address you used at checkout. People often buy with a personal address and then search a work one.

## If the store turns you down or does not reply

You can submit a refund request to PayNow.

Email <support@paynow.gg> with your **order ID**, what you bought and when, what went wrong, and what the store said. PayNow reviews the request and decides.

## Cancel a subscription

You can do this yourself, right now, without asking anyone.

1. Go to [checkout.paynow.gg/subscriptions](https://checkout.paynow.gg/subscriptions).
2. Enter the email address you used when you bought it.
3. Open the link in the confirmation email.
4. Find the subscription and click **Cancel**.

{% hint style="warning" %}
**Cancelling stops future payments. It does not refund what you have already paid.**

If you also want the last payment back, cancel first so it cannot renew again, then request the refund separately.
{% endhint %}

Full instructions are in [Manage My Subscriptions](/for-your-players/manage-my-subscriptions.md).

## If a refund is declined

Not every request is approved.

If PayNow does not approve yours, the store can still choose to refund you. Ask them, and say PayNow has already looked at it.

## Common situations

**I was charged twice.** Send both order IDs to PayNow. A duplicate charge from one checkout is a billing fault.

**I did not mean to subscribe.** Cancel it at the link above so it cannot renew, then request a refund for the payment already taken. A subscription cannot start without a completed checkout, so there will be an order behind it.

**The server removed my access after I paid.** Ask the store to restore it. If they will not, send PayNow the order ID and what happened.

**I paid and got nothing.** Wait a few minutes first, since delivery can lag. See [Purchase Not Delivered](/for-your-players/purchase-not-delivered.md), which covers the checks worth doing before you report it.

**The store has shut down.** Email <support@paynow.gg> with your order ID.

## How long a refund takes

Once a refund is approved, the money goes back to the card or account you paid with, normally in **2 to 3 business days**. Your bank controls that last step.

How long you have to *request* one depends on the payment method — each method sets its own window, and for most it is generous. If the purchase was a while ago, submit the request anyway rather than assuming it is too late.

Support replies come by email on business days, so a request sent over a weekend gets its answer the following week.

## Tracing a refund your bank cannot see

If PayNow shows the order as refunded and your statement still shows nothing after a week, ask your bank — with a reference number, because banks cannot search for a credit by amount alone. Email <support@paynow.gg> and ask for the reference for your refund:

* The **ARN** (Acquirer Reference Number) is the code your bank can use to trace exactly where the refund is.
* Some refunds are processed as a **reversal** instead: rather than a separate credit appearing, the original charge disappears from your statement entirely. If you cannot find the charge any more, that was the refund.
* A **STAN code** is a second reference some banks ask for; support can provide that too.