Money questions get routed four different ways across the internet. On Sociala it's simpler than that: check your Wallet first, then write to us.
Step 1. Look in Wallet
Open Wallet in the side menu and find the transaction. A surprising number of problems answer themselves here:
Status. In progress means it hasn't finished yet — nothing is lost. Failed means no money left your account.
Details. Opens the full record, including the transaction ID you'll need if you write to us.
Related transactions. One purchase can appear as several lines — part from your balance, part from your card. That's one payment, not three.
Step 2. Write to us
Everything else — refunds, a charge you don't recognise, money that hasn't arrived, a payout that hasn't come through — goes to [email protected]. Not to the creator, and not to the payment provider: refunds are issued by the platform.
Send it within 7 calendar days of the payment, unless the law where you live gives you longer. After that we usually can't help. The full rules are in the Refund Policy.
Include:
the transaction ID from Details;
the amount and the date;
what you expected and what happened;
a screenshot, if there's an error on screen.
When your bank is the right place
Only in one case: you've had a refund confirmed by us, more than 30 days have passed, and it still isn't on your statement. Then ask your bank — the money is on their side by that point. See Refund Processing.
Need help? Contact support at [email protected]