Refund Policy

Provisioning failures

If a number fails to provision after payment due to an error on our end, your wallet balance is credited automatically (for balance payments) or the order is flagged for manual review and resolved by our team (for crypto payments) — you are never left paying for a number that never activated.

Change of mind

Because numbers are provisioned instantly and cryptocurrency payments are irreversible once confirmed, we generally cannot offer refunds for a completed, successfully activated purchase. If you have a specific issue, contact support — we review these case by case.

OTP numbers

OTP numbers follow different rules from permanent numbers, since each one is a single-use purchase rather than a subscription. You get a full refund to your wallet balance if provisioning fails, if the provider's price changes before the number is issued, or if you cancel the activation yourself while it is still waiting for an SMS. If an activation expires with no SMS received and we're able to cancel it with the provider in time, there is no refund — this is what keeps the per-activation price low, and cancelling in time is how you get your balance back instead of letting it expire.

Renewals

If a renewal payment is charged but the number cannot actually be renewed due to a provider-side issue, we resolve it manually and will not leave you charged for a renewal that didn't take effect.

How refunds are issued

Refunds are credited to your VNumbr wallet balance, usable toward any future purchase. We do not process refunds back to a cryptocurrency address.

What counts as a problem on our side

A number that never activates after a confirmed payment, a renewal that was charged but did not extend the number, or a number that cannot receive any SMS because of a fault in our service or with the carrier we source it from. In each of these cases the order page in your dashboard shows a status explaining what happened, and our team is notified automatically as soon as provisioning fails.

What is not covered

Some third-party apps and websites decide for themselves which phone numbers they accept. If a specific service refuses a number, that is that service's decision rather than a fault in the number, and we cannot guarantee acceptance for any app. Sending funds to the wrong address or the wrong network is likewise outside our control, because blockchain transfers cannot be recalled.

How to ask for a refund

Open a support ticket from the Support page in your dashboard, or email [email protected]. Include the order number shown on your order page and a short description of what went wrong. Attach a screenshot if it helps. Orders with a provisioning or payment problem are prioritised, and most tickets receive a first reply within a day.

Wallet balance and top-ups

Wallet balance is designed to be spent on numbers and renewals. A confirmed top-up is credited to your balance immediately, and if a paid top-up ever fails to credit, it is placed in a manual review queue and resolved by our team rather than being lost.

Contact

Refund questions: [email protected], or open a support ticket from your dashboard.