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How to request a refund

There are certain situations where you may be eligible for a refund from GMass. For example:

  • You subscribed the wrong account, and now want a refund before you subscribe the correct account.
  • When you initially subscribed, you chose a plan that was incompatible with your account type (Gmail or G Suite), and you were auto-adjusted into the correct plan, but don’t want to pay the higher price.
  • You forgot you had an active subscription. You recently cancelled but haven’t used GMass in a while and would like the most recent charge refunded.

Not all accounts are eligible for a refund, and only the most recent charge is eligible for a refund. You must also have paid with a credit card via Stripe in order to use this automatic refund system.

To request a refund of your most recent charge:

Here I’m requesting a refund for the account ajay@wordzen.com. If the refund is successful, the subscription for ajay@wordzen.com will also be cancelled.

1. Launch a regular Gmail Compose Window.

2. Set the To field to refund@gmass.co.

3. If you are logged into the Gmail account for which you seek a refund, leave the Subject blank. If you are logged into a different Gmail account, specify the account for which you are seeking a refund as the Subject.

4. Hit the GMass button. Do not hit the Send button.

You will be immediately notified if you are eligible for a refund and if your refund has been processed. If it is eligible for a refund, and it also has an active subscription, the subscription will be automatically cancelled at the same time the refund is issued.

  1. Why it is saying the account is not eligible for the refund. I subscribe yesterday and email to within an hour asking you the refund.

    You replied and sent me on this page.

    And Now, when I did the things according to you, it says your account is not eligible for the refund.

    You guys are just playing with people. I never saw this type of pathetic service.

    I am requesting you to refund the whole amount and stop playing with peoples money.

    I am also going to talk to my bank regarding this transaction.

    Same on you guys.

  2. this is some bullshit. i want my money back. i was just charged and now you’re pretending i can’t have a refund.

    1. Hi Jack,

      Upon checking, we do not have a record of any subscriptions associated with the email address you added when you made this comment. Please contact our support team through http://gmass.co/g/support

  3. BEWARE!!! I had an email all set up and i was over the limit so I agreed to an $8.00 and some odd charge but got a bill for $12 and some change instead! I tried to get a refund but they REFUSED IT! This is bait and switch! I am going to cancel my account. Thus far have not responded to my customer service request.

    1. Hi Cyndi,

      As per your message in your email dated on May 17, you’ve indicated that you understood the reason for the price difference between a Gmail and a G Suite account.

      We’ve responded to your email on the same day as your original email with a request on what error you were receiving when processing your refund so we could assist you but there was no response from your end.

    1. Hi Danilo,

      We’ve responded to your ticket directly. That notification indicates that your subscription is not eligible for a refund.

  4. I signed up a few weeks ago and i was blocked on day one so i cancelled & requested a refund. The account was quick to be cancelled but no one responded to the refund email. And YES, I followed the instructions of clicking the GMASS button. Then I received another email with refund instructions & sent it again and get a notification saying I am not eligible. This makes no sense. Even though its not a lot of money, I want to be refunded. I didn’t pay so i could send a few emails and be blocked on day 1.

    1. Hi Brenda,

      I’ve forwarded your ticket to one of our colleagues who handles refunds. I’ve also sent an update to you stating the same. We apologize for the delay.

  5. i tried to send email from Gmass to refund@gmass.co.
    but it is showing this account is not eligible for refund. But why…
    why you charged me without my approval and knowledge. How you can debit and steal money from my card… This is a FRAUD.
    You are cheating people like this.

    To my surprise, I just found today, that you have charged my card few hours back and taken money from my account without my knowledge.
    Details of payment charged already sent to your support@gmass.zendesk.com also.
    kindly refund my money immediately. i am not using Gmass, now nor I want to use it any more. I don’t want to continue your services, so kindly refund the amount you charged from my card today. and discontinue my services. It was a mistake I subscribed with your gmass services.
    My gamail account is shyamsankh@gmail.com

    1. Hi Manoj,

      Your account has been refunded. When you signed up for GMass, you were signing up for a subscription which is, by definition, recurring. We have made that clear on our signup and pricing page, as well as the welcome email you received when you first subscribed, so we’re unsure how you would conclude that a recurring payment was done without your prior approval or knowledge.

  6. gmass never want to refund anybody. the think there are smart by making the process dificult to secure refunds

    1. Hi Enyuma,

      We’re sorry you feel that way. Our self-service refund process is actually one of the quickest ways you can request for a refund anywhere. It is self-service and you can issue yourself a refund using the account you wish to request a refund for in 10 seconds or less. Note that this automated refund process is only available for those that paid using a credit card.

      If you encounter issues with a refund, you would need to inform us otherwise we won’t know that you’re encountering an issue.

  7. We will help them tell this to the entire world how fraudulent there are. I dont mind spending 10times this money on advertisement. There have been charging me illegally for six months. when i contacted them there send me this same process i did that doest work. Then on Maya Quijada is the worst person to deal with on earth because of her rudeness. please mark your customer base and when i am done with you

    1. Hi Enyuma,

      We have already issued the refund February 5, 2018. As mentioned in your ticket, when you sign up for a subscription, it is a recurring charge – that is found in our signup and pricing page, your welcome email as well as throughout our blog and website.

      The error message to us dated July 22, 2018, it is because a refund has already been issued, since there was only one charge under this email address which was already refunded, GMass returns with an error as there were no other charges billed on this account. If you have another email address that you may have signed up with GMass, please let us know so we could check.

  8. paid for a year and my account was closed under two weeks for spamming. Never able to send more than 70 emails a day.

  9. Am trying to get a refund, but there is only “Errors” that i get!
    is there is any email i can contact with?
    because am starting to get so frustrated seriously .

    1. Your GMass request failed. Error details: SqlException error: Index #0 Error: System.Data.SqlClient.SqlError: Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding

  10. I am getting charge twice a month for the same gmail account.
    Once on the 17th of the month, once on the 18th. (September and October 2018)
    I would like a full refund of the double charge (one charge in September, one in October) and cancel the account completely going forward.
    I tried to used the refund@gmass.com (using the Gmass button) and it said there was an error.

  11. Hello I cancelled and would like a refund and i followed the instructions but the it will not go through please refund my account. Thank you

  12. Dear sir

    all my mail goes to SPAM,
    then why should use this GMASS,
    when it was free, 50 mail send. then waist all mail ges to SPAM…
    NO use i lost my time and money….

  13. These guys made a transaction of subscription without letting me know for anothe year and they have wasted my 250$. Since they haven’t gave any refund and they sent me a mail on the mext say of unsubscribtion of the account. I’m a student and these type of websites loot us. So sad.

    1. Hi Shahbaz,

      When subscribing to GMass, it is made clear that you are subscribing to either a monthly or annual plan. A subscription is inherent, by definition, recurring. When purchased, you chose an annual subscription which renews annually until you decide to cancel. You did not cancel, which is why the subscription continued. This was stated in the welcome email you received when you first subscribed. We are not the ones to cancel your subscription, it is up to the subscriber to choose whether or not to continue with the service which is why we’ve provided you with cancelation instructions in your welcome email, it is also available on throughout our website, our blog where it actually shows as a top result for searching the keyword “cancel”.

      We’ve replied directly to your ticket with the process of requesting for a refund to which we have yet to receive a response from.

  14. I am about to open a dispute with my bank and share my negative experience for your faulty solution with fake reviews. I asked for a refund numerous times for false advertising on your part and a solution that does not work or responsive staff. I even tried the steps above for a refund over 3 times and only got an error message.

    1. Hi Joe,

      Upon checking, you’ve since sent 20 campaigns. Please note that there are some rare instances that new subscriptions do not bind to an email account right away but may take a few minutes to do so.

    1. Hi Richard,

      We’ve processed a refund as requested. Please note that it may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

  15. I bought a subscription just 3/4 hours ago and am hitting limit. I configured with sendgrid smtp, emails are going to spam folder.

    I just tried refund now, just 3.5 hours after purchasing gmass, it’s telling me I’m not eligible.

    You guys must be kidding, please send me my $12.95 back to my credit card or you won’t like what I will do.

    Thank you.

  16. Hi Jamiu,

    You may be on a shared IP for your SMTP account which is causing deliverability issues.

    Deliverability using an external SMTP would always be dependent on a wide variety of factors but issues are generally caused by a shared IP. For example, if you subscribe to an SMTP server with a shared IP and by chance, that IP is/was used by a spammer who was repeatedly reported for sending scams, then your deliverability will also be negatively affected as you’re sending from the same IP address. Upon checking, GMass sent a total of 10517 emails from your account.

    If you’d like to contact our customer support, you may do so by following the instructions found here: at https://www.gmass.co/blog/how-to-get-support-from-the-gmass-team/

  17. Hi Marvin,

    I subscribed with the wrong email and I have canceled the same. I would like to re-subscribe with actual email ID. Kindly refund the same.


    1. Hi Abdul,

      Since this is a financial request, Please contact our support team at https://www.gmass.co/blog/how-to-get-support-from-the-gmass-team/ so that we may address you directly and privately.

  18. Hello Gmass,

    I have not requested for the subscription, but still you have charged, can you please fund us back and stop auto subscription.

  19. I paid the subscription but I’m still limited to ten emails per day. I tried emailing to ask for a refund but my emailing limit of 10 has been reached.
    My gmass button is gone but I didn’t get my money back.

    1. Ok I transferred it to my old gmail account and the limit is 500. I thought it would be 2000 for my $9 but at least its working for the moment.

      1. Hi Trevor,

        The limit is based on the email address subscribed. Gmail accounts are officially limited to 500 emails per day, we have noticed over time that there are other factors that affect the send limits for an account. Age is a huge factor in this, as Google limit accounts to lower sending capacity until the account establishes its credibility. This is a measure to prevent scammers and spammers from opening accounts and sending at full capacity. 
        There’s some more information about these limits and factors here: https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/

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  21. Pretty nice post. I just stumbled upon your blog and wished to say that I have truly enjoyed surfing around your blog posts. Thanks and keep up the great work!

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