> ## Documentation Index
> Fetch the complete documentation index at: https://docs.postiz.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Refunds and support

> Getting money back, fixing billing page problems, and reaching a person

<Snippet file="audience/cloud-only.mdx" />

## Refunds

Postiz can issue a refund through the in-app support chat, without waiting for
a human. The conditions are fixed and enforced automatically:

* **One refund per customer**, ever.
* The charge must be a **subscription charge**, not a one-off.
* It must be **less than 60 days old**.
* The amount is capped at **one month** of your plan. A yearly charge is
  refunded at one twelfth.
* **Your subscription is cancelled** as part of the refund.

If any condition is not met, the chat tells you which one. Those rules are the
policy: there is no longer window available by asking.

## Billing page problems

<AccordionGroup>
  <Accordion title="&#x22;Failed to load Stripe.js&#x22;">
    The billing page loads Stripe's script from `js.stripe.com`. An ad blocker
    or privacy extension blocking it stops the checkout form rendering.

    Allow `*.stripe.com`, allow third-party scripts on the Postiz domain, or
    try a clean browser profile to confirm it is an extension.
  </Accordion>

  <Accordion title="The billing page is blank or throws errors">
    The page uses browser storage that some private and incognito modes
    disable. Open it in a normal window.
  </Accordion>

  <Accordion title="A discount code will not apply">
    Codes are case-sensitive and validated server side. Check the spelling and
    case, that it has not been used or expired, and that it applies to the plan
    you are moving to. Promo codes apply to **monthly** plans only, see
    [Codes and offers](/cloud/codes-and-offers).
  </Accordion>

  <Accordion title="&#x22;Another account already has a subscription&#x22;">
    Checkout refuses when another account with the same email address already
    has an active subscription. Consolidate onto one account, or use a
    different email for the second organisation.
  </Accordion>
</AccordionGroup>

## Closing your account

There is no self-serve account deletion or data export in Postiz today. Email
[support@postiz.com](mailto:support@postiz.com) for account closure or a copy
of your data. Use email rather than Discord, since it involves account details
you should not post publicly.

Cancelling your subscription is not the same as closing your account: see
[Downgrades and cancellation](/cloud/downgrades).

## Getting help

As a Postiz Cloud customer you have two routes to the team, and both are
supported.

| What you need                                                    | Where to go                                                     |
| ---------------------------------------------------------------- | --------------------------------------------------------------- |
| Billing, refunds, account closure, anything with account details | [support@postiz.com](mailto:support@postiz.com)                 |
| A quick question, or something easier to show than describe      | [Discord](https://discord.postiz.com)                           |
| A reproducible bug in the app                                    | [GitHub issues](https://github.com/gitroomhq/postiz-app/issues) |
| A refund you want handled immediately                            | The in-app support chat                                         |

<Warning>
  Never post API keys, OAuth secrets or payment details in Discord or a GitHub
  issue. Both are public. Send those to
  [support@postiz.com](mailto:support@postiz.com) instead.
</Warning>

<Note>
  This applies to Postiz Cloud. Self-hosted installs are supported by the
  community in Discord, with no guarantee of a response, see
  [Support](/general/support).
</Note>

Before opening a billing ticket, check the accordions above: a large share of
"I was charged but the page is broken" reports turn out to be a script blocker
or a private window.