Refunds & Cancellations
How to cancel your number, what's refundable, and what to do if something isn't working.
TL;DR
Need help? Open a ticket at help.joltsms.com or email [email protected]
Cancel a number (stop auto-renew)
- Go to Numbers.
- Select the number you want to stop renewing.
- Click Stop auto-renew (or Cancel).
- Confirm. The number stays active until Renews on <date>, then releases.
Tip: If you want to change your renewal date, cancel and re-rent when you want the new cycle to start.
Why are subscription fees non-refundable?
Every JoltSMS rental immediately incurs non-recoverable costs when we provision your number from our upstream provider. These costs are charged to us whether you use the number or not.
What JoltSMS provides:
- A dedicated, real-SIM, non-VoIP U.S. phone number
- SMS delivery to your dashboard, webhooks, Slack, Discord, and email
Important: JoltSMS cannot guarantee that every third-party platform will accept your number. Their risk and anti-abuse systems are outside our control.
What's refundable
| Scenario | Refund policy |
|---|---|
| Billing error or duplicate charge | Full refund |
| Number is activated and working | Not refundable |
| A platform rejected my number or flagged my account | Not refundable (outside our control) |
| Mid-cycle cancellation or change of mind | No pro-rated refunds (service remains active until term end) |
| Technical failure: number cannot receive ANY SMS | Refund or credit (see below) |
Technical Failure Exception
We want to be fair when something genuinely breaks on our side. If your number cannot receive SMS at all due to an issue with JoltSMS or our provider, you may be eligible for a refund or credit.
You may request a refund if ALL of the following are true:
- Your number cannot receive SMS messages at all—including test messages from a regular mobile phone.
- The issue is caused by JoltSMS or our underlying provider, not by a third-party platform.
- You've given us a reasonable opportunity to investigate and resolve the issue.
- We confirm that we cannot restore SMS reception or provide a working replacement.
What we'll do:
- • Full refund for the most recent billing period, OR
- • Equivalent service credit applied to your account
We reserve the right to choose between a refund and credit, except where applicable law requires a specific remedy.
How to request a technical investigation
If you believe your number is not working as described, contact us with the following information:
- Your name and account email
- Order or subscription ID
- The phone number in question
- A clear description of the issue and when it started
- Any relevant screenshots or logs (Inbox, webhook logs, etc.)
We may ask you to send a test SMS from a regular mobile phone to help determine whether the issue is with JoltSMS or a third-party platform.
Where to contact us
- Help Center: help.joltsms.com
- Email: [email protected]
Important notes
After cancellation
- The number remains visible and active until the end of the paid term.
- When released, incoming messages stop and the number may be reassigned.
- Any Slack/Discord/Webhook notifications tied to that number stop when it's released.
FAQ
What if a platform rejects my number or flags my account?
Platform risk systems (IP checks, fingerprinting, velocity limits) are outside our control. JoltSMS provides a working number that can receive SMS—we cannot guarantee acceptance by any third-party service. This is not a refundable scenario.
Can I get a partial refund if I cancel early?
No. When you cancel, your number remains active until the end of your paid term. We do not issue pro-rated refunds for unused days.
What counts as a "technical failure"?
Your number must be unable to receive ANY SMS—not just from one specific app. If you can receive a test message from a normal mobile phone, the number is working. Platform-specific blocks are not technical failures.
What if I was charged but don't see my number?
Contact support with your invoice ID. We'll investigate and either restore your number or issue a refund if provisioning failed on our side.
Why are vendor costs mentioned?
When we provision a number for you, we immediately incur costs from our upstream provider. These costs are non-recoverable, which is why we cannot offer refunds once your number is activated.