Billing
Having issues with payments or need a refund? Find help below.
Payment Issues
If your payment is being declined, here are some things to try:
Common Reasons for Declined Payments
- Your bank is blocking the transaction
- Incorrect card details
- Insufficient funds
- Card expired or canceled
- International transaction restrictions
- Purchasing from within a country with high fraud rates
What to Try
- Contact your bank - They may be blocking the transaction for security reasons. Call them to authorize the transaction or remove blocks on international purchases.
- Check card details - Make sure you've entered the correct card number, expiration date, CVV, and billing address.
- Try a different card - If you have another card available, try using that instead.
- Use alternative payment methods - See Alternative Payment Methods.
If your payment continues to be declined: Contact Support
Refunds
Auto-Charged Renewal
If you were automatically charged for a subscription renewal and want a refund:
To prevent future auto-charges, disable auto-renewal in your account settings.
Within 24 Hours of Purchase
Refund requests must be made within 24 hours of purchase with a valid reason. Contacting within 24 hours does not guarantee a refund.
Not considered valid reasons:
- Launch or usage issues without first contacting support
- Wanting to "try" or "test" the product
- Needing the money back or no longer using the product
May be considered valid reasons:
- Dissatisfied with the product with a reasonable explanation of what you expected differently
- Launch or usage issues that support was unable to resolve
For full details, see our Terms of Service.
Important Notes
- Refund requests are reviewed on a case-by-case basis
- Refunds are not guaranteed just because you contacted within 24 hours
- Refunds require valid reasoning, and we have the final say in what is considered valid reasoning.
Alternative Payment Methods
Purchases made through alternative payment methods are not eligible for refunds. These payments are processed manually, so allow up to 24 hours for them to be processed.
Do not file a chargeback or payment dispute with your bank. This will result in your account being locked. Contact our support team first - we're happy to help resolve any problems.
PayPal Payment Not Processed
When purchasing through PayPal on our buy page, it may offer regional or local payment options (such as bank transfers or local payment apps). We are unable to process payments made through some of these methods. If you completed a payment and didn't receive your purchase, this is likely the cause.
If this happened to you, don't worry - your money will be returned. If you need help, contact support with your payment confirmation.
Managing Your Subscription
Canceling or Pausing Auto-Renewal
By default, Vape subscriptions automatically renew at the end of each billing period. You can cancel or pause this at any time from your account settings — no need to contact support.
- Go to Account Settings
- Find the Auto-Renewal toggle under your active subscription
- Disable it to stop future charges
Disabling auto-renewal won't end your current subscription. You'll keep access until the end of the period you already paid for.
Checking Your Subscription Status
You can view your active licenses, renewal dates, and subscription details on the Products Page.
Upgrading or Switching Products
If you want to switch between Vape V4 and Vape Lite, you may be eligible for an exchange if you purchased within the last 24 hours. Contact support to request an exchange.
For all other upgrade or switch requests, contact support.