Get a refund / failed payment

If you were charged by mistake, believe a charge was duplicated, or your payment failed, you can request help directly from your billing settings.

Request a refund

1. Go to Settings > Billing.
2. Scroll to the Refund Requests section.
3. Click Request a Refund.
4. Enter the Stripe charge ID from your invoice or receipt email. Charge IDs start with ch_.
5. Pick the reason that best describes what happened.
6. Add any extra details and click Submit Request.

The ApexStream billing team reviews refund requests within two business days. You can see the status of your request in the same section.

Fix a failed or declined payment

1. Go to Settings > Billing.
2. Click Open Billing Portal.
3. Update or replace your payment method.
4. Stripe will retry the failed charge automatically.

If your card keeps declining, try a different card or contact your bank.

Good to know: You can only have one pending refund request at a time. Wait for the team to review your open request before submitting another.