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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 [email protected] If the refund is successful, the subscription for [email protected] will also be cancelled.

1. Launch a regular Gmail Compose Window.

2. Set the To field to [email protected].

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. I had requested for a refund within an hour of subscribing to the wrong account and yet the refund was declined. This is terrible service . I haven’t even received any receipt for the same. This is fraud. Please refund at the earliest.

        1. Hi Dishal,

          We have already issued a refund, that is why you’re getting declined in your request since we can’t refund an already refunded transaction. Please note that it may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

          If you’d like to request your invoice(s) please follow the instructions found here: gmass.co/g/invoice. This link was also provided in the welcome email you received when you first subscribed.

        1. This is the same issue I’m dealing with as well. I sent an email to support and tried to use the [email protected], but I don’t have that extension/plan anymore – the red gmass button next to the send button disappeared, so I don’t know what’s going on. I detailed all the issues in the support email I sent. Thank you for your time Marvin.

        2. I am currently experiencing the same issue. I just want my refund. Now I see why individuals don’t deal with applications like these. They take your money with no problem but it’s hard to get your money back.

    1. This app has never worked since I purchased it for 1 month subscription, it’s a complete waste of time & my money & I would like a refund please in full.

      Please don’t tell me to go here & do this that or the other. This is is a scam & we are have fallen victim to it.

      I’ve had one reply back to say fill in this form to be added to a server, to which I’ve had no reply.

      Please refund or I will report you to the bank for fraud

  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

    2. I have attempted to request a refund and keep having the requested returned. Who do I email? I do not have the plug in, so I can’t request the way you’re suggesting.

  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.

  4. olá
    pq aparecer isso antes de enviar para reembolso ??

    Sua solicitação do GMass falhou. Detalhes do erro: A conta [email protected] não é elegível para um reembolso.

    por favor né mim responde ai

    1. Hi Danilo,

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

  5. 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.

  6. i tried to send email from Gmass to [email protected].
    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 [email protected] 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 [email protected]

    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.

  7. 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.

  8. 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.

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

  10. 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

  11. 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 [email protected] (using the Gmass button) and it said there was an error.

    1. Hi Sara,

      I’ve responded to David directly to his ticket. Upon checking, it appears you’ve inadvertently subscribed twice. Once on this email address [email protected] which has been canceled and another on [email protected] (note the extra S at the end of newsletter). I’ve resolved this issue and have notified David.

  12. 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

  13. 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….

  14. 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.

  15. 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.

  16. 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.

  17. 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/

  18. 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.

  19. Hello Gmass,

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

  20. 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/

  21. Of course, what a splendid website and educative posts, I will bookmark your website.All the Best!

  22. 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!

  23. Hi team I had send an email to team back in Monday 12 August  at 5:10pm- but from my alias account – thinking that it would cancel, but it did not happen. I am wondering if I can get a refund please! asap

    1. Hi,

      Upon checking, the reason why you received that message is because your account was paid using a Paypal account. As a courtesy, we’ve gone ahead and issued a refund back to your Paypal account. You should receive a notification from Paypal shortly.

  24. i don,t want to use my service please cancel my subscripition and process the refund i have already sent you a request on email @support just cancel it and process the refund.thanks

  25. Hi, I have tried to issue a refund for an accidental subscription but the emails are bouncing. Please can you get in touch/confirm cancellation? Thanks

    1. Hi Katy,

      Please contact our support team (gmass.co/g/support) so that we can assist you directly.

  26. Hi! I dont have a Gmass button in my email.
    I just noticed im being charged. I tried to email the [email protected] but it came back
    to me. I assume because I did not send in gmass.
    I dont have a option to send by Gmass.

    1. Hi David,

      We’ve gone ahead canceled and refunded your subscription. Please note that it may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

  27. Hi!

    Just to confirm, after hitting Gmass button to the [email protected], I received two emails.
    – GMass Subscription Cancelled
    – GMass Refund Issued

    Does that mean my refund request is granted? And how long will it take effect?

    Appreciate the help!

    1. Hi Kay,

      Your subscription has been refunded. Please note it may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

  28. I am so surprised how this is operating. Youguys have basically robbed me for many months of service. I have never used this service even once.
    There is no way to call, chat or email you if you dont have the Gmass.

    Why do I have 6 months worth of charges on my credit card. My accountant thought it was for my google drive subscription. When I reply to the email my “cancellation” was sent to , I get a failure response when I reply.

    I want my money back. I have done nothing to deserve this. It was never added to my browser or my email.

    I need a refund.

  29. Here I’m requesting a refund for the account [email protected] for the last 3 months.

    I was charged again today having notify you guys via contact support that I will no longer be using your service. Please Refund me the last 3 months as well as cancelling my service subscription for [email protected].

    We await your reply

    1. Hi Jason,

      Upon checking, we’re not showing any emails or cancellations done from [email protected]. Please contact our support team (gmass.co/g/support) so that we can assist you directly.

  30. Please advise- I canceled my subscription and tried to request a refund using the steps outlined in the blog. I got the following error message (repeatedly): “General Exception Sequence contains no elements”

    thank you

    1. Hi Erin,

      Upon checking, your subscription has already been canceled. A refund has also been issued. Please note that it may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

  31. After plan cancellation, how would I request a refund as I wouldn’t use the Gmass button anymore . This is my 2nd month payment, never been use but want to transfer to my new account.

    But wouldn’t do it myself anymore. Can you transfer for me manually?

    1. Hi CC,

      Please contact our support team (gmass.co/g/support) so that we can assist you with your requests for refund and transfer.

  32. Buen dia solo para confirmar acabo de solicitar un reembolso por la cuenta [email protected]

    Y me sale esto: The subscription for [email protected] has been cancelled and we’ve issued a refund for the most recent charge.

    Ya se esta procesando el reembolso y cancelacion?

    1. Hi Jorge,

      Yes. Please note that refunds may take 5-10 days from the date of issuance to reflect in your bank statements, depending on your bank, but it both the cancellation and refund has been issued from our end.

  33. I want to cancel my subscription as I have not been able to install or use this service. All roads led to nothing. This is a fraudulent business. How can I stop this?

  34. Who is the cheat responsible for taking innocent peoples money? How can they be stopped?

  35. This fraudulent operation don’t answer questions from the public they just steel money. Who is responsible for this robbery?

  36. Don’t try and install this programme. Stay away and don’t give your banking details.

  37. The subscription is not Australian dollars so is much more in US dollars. Report this company to local authorities so more people aren’t ripped off.

  38. You say: Please contact our support team (gmass.co/g/support) so that we can assist you directly. This is not an email address. Stop defrauding the public.

    1. Hi Shiv,

      This is because your subscription had been transferred to a different account. As a courtesy, we’ve gone ahead and issued a refund. Please note that it may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

  39. Hi

    I send an email yesterday regarding cancelling my subscription and having a refund. Please sort this out as soon as possible.

    This is the second time GMASS system has managed to get my email account locked. I am not happy

  40. I sent few mail campaigns using Gmass.However it is not working as I expected and giving false results-
    1)The first name was missing in many sent mails though I included {FirstName} in the sending campaign.
    2)I included mail ids of my own account,but the report did not include the activity I did like clicking link.opening etc.That means the report you provide is unreliable.I have already sent the mail to cancel my subscription,request you to please refund my money.

    I tried sending mail to [email protected] but it was showing error.

    1. Hi Rajat,

      As we’ve stated in our reply to your email, a refund has been issued already. It may take 5-10 days for the refund to reflect in your bank statements, depending on your bank. You may want to follow-up with your bank regarding the refund but it has been fully processed from our end.

  41. Please get mine refunded as I go the following email from you.

    Thanks for subscribing to GMass. Your account, [email protected], has been subscribed to the “GMass Premium – Monthly” plan. You will be billed $19.95 per month.

    WARNING: It looks like the email address you subscribed, [email protected], isn’t a Google account, so it won’t work with GMass. You can either transfer this subscription ( gmass.co/g/transfer ) to a Gmail or G Suite email address, or you can issue yourself a refund ( gmass.co/g/refund ).To change your plan, see: gmass.co/g/upgrade

    To view your invoices, see: gmass.co/g/invoice

    To cancel your subscription: gmass.co/g/cancel

    In case you subscribed the wrong email address, you can transfer your subscription to the correct address. The address that should be be subscribed is the Gmail or G Suite account that you log into to send emails. While this is usually the same as the From Address of your campaigns, sometimes it’s different. If you need to transfer your subscription, here’s how: gmass.co/g/transfer

    1. Hi Paul,

      Upon checking, your subscription has indeed been canceled and a refund has already been issued. Please note that it may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

    1. Hi Mohamed,

      It looks like you clicked on the “Test Email” button rather than the GMass button which is why a test email was sent to that address.

  42. I am waiting for the refund and even did not use the services, still you did not process the refund. All procedure was followed,wht else i have to follow sp you will refund the amount

  43. Estou aguardando meu reembolso pois no anuncio dizia 8,0 tanto por mês não dizia que era em dólar, quando cobraram a compra era um valor altíssimo meu e-mail elo190exemplicom.wixsite.com

    1. It is not going through because it has already been issued. It may take 5-10 days for the refund to reflect in your bank statements, depending on your bank.

  44. I have been charged twice for my account, which is very frustrating as its now cost me double and when requesting a refund it says i am not eligible! and i have 2 emails with 2 seperate transactions

    Can this be resolved

  45. I have attempted to request a refund and keep having the requested returned. Who do I email? I do not have the plug in, so I can’t request the way you’re suggesting.

  46. I raised an email for refund the subscription amount which automatically deducted from my account. Kindly do the needful.

  47. I have been trying to get refund from 3 weeks..you content heavy support is not really useful.. it is only creating trouble

  48. Hi,

    I am working in a bank and enquiry is regard to the official use.

    We are having Outlook as our official email client. Can you please advise if this can be customised for outlook as well? If so, can you please advise how can I contact you to discuss the requirement in detail.

    Will appreciate your early response.

    1. Hi Mohit,

      Unfortunately, at this time, Outlook is not supported by GMass. You would need to be logged into a Gmail/Workspace account using Chrome on a Mac or PC

  49. Hi, I need to cancel my order and immediately need a refund. Can you please check if I have been refunded? Thank you.

  50. I have subscribed to gmass and observed most of mails going to gmail accounts ( including those who are in regular communication with us ) are landing up in spam folder whereas that is not the case with hotmail, yahoo, rediff etc. Consequently, the receiver of majority of gmail account holder cant see our mail unless he / she checks the spam folder. I feel it a complete wastage of time and money since majority of account holders are from gmail.

    Please suggest the ways and means so that our subscription doesnt go waste


  51. Hello Gmass,

    Wrote to Ajay Goel, regarding refund of subscriptions with this. Have not been using it eversince. and we thought we cancelled it right away when we first subscribed. Didn’t really look at the credit card bills either. Have been very busy in the hospital dealing with stage 4 cancer. my wife asked me what is 199 USD about when she didn’t buy anything. then looked at the bills last year and also the same. I would appreciate if someone will help me with this. I wish there was an email a reminder or invoice about this kind of stuff so people get reminded that it will cost them this much at the end of that month or so not just auto deduct.

    Hope to hear from your team. Would appreciate if someone get back to me please. Thank YOu

    Stay safe everyone.

  52. Hello Support Team,

    I am kindly requesting a refund for the most recent charge of my previous account [[email protected]]. The reason is that the email got hacked and I no longer use it.

    Therefore, I do not know how to reach out to you. I tried to send an email from my outlook email but it did not let me do it. Thank you for understanding.

  53. this is the worst service I have ever seen… the instructions are tremendously confusing on set up. I made the mistake of signing up with my personal account I tried following the transfer instructions and it does not work. my Gmass account kept saying that it was a free account but you guys had charged me the monthly subscription. your software maybe simple but dealing with your company is horrible… i do not know how you stay in business with such poor customer service.

  54. I need my refund… I contacted you here couple hours after I purchased your software for cancellation because I paid with Paypal … I cancelled and I still no receive my refund.

  55. please i need my refund…i cant use your service and yet you always debit my card….
    please refund my money…unless this whole thing is a fraud…please i work for my money to use your service and what i paid i can use but every month…u people keep debiting me…….you sent me a message that i cant use your service…why are you people still debiting my card…

  56. I have not got any refund I just got the cancellation done and mailed for a refund all in a few hours of purchasing it but my messages are blocked by the system, if you don’t refund it now I will start a social media protest against it showing how fraud this service is.

  57. Hi,

    I appear to be being charged for a “free account”. I wish to cancel my subscription and be issued a full refund.

    I have tried a couple of methods on this blog but they have proved unsuccessful.

    Many thanks


  58. Hi,

    I have been charged double since I changed my email address. You are charging me twice a month. I have sent a message to you customer support team but did not get a response nor a refund.

    Could you please look into this matter.

    Kristina Camacho


  60. I am getting error:
    Uh oh, something went wrong. Here is the detailed error: General Exception System.Exception: couldn’t refund the first charge–cus_DXjv57jSxlZ2Qe– at Gmass.Classes.StripeHelper.CancelAndRefund(String StripeCustomerID, String StripeSubscriptionID, Boolean Fraud) in C:\Users\ajay\Dropbox\wordzen-repo\Gmass\Classes\StripeHelper.cs:line 688 at Gmass.Controllers.GmassController.SpecialCommandHandler(String SingleAddress, OAuthToken token, MimeMessage sentMessage) in C:\Users\ajay\Dropbox\wordzen-repo\Gmass\Controllers\GmassController.cs:line 18523

  61. I need a refund for my account [email protected]
    This is full scam, I still dont understand the need for GMass if we can’t send mass emails.

    Uh oh, something went wrong. Here is the detailed error: General Exception The account [email protected] is not eligible for a refund.

    1. Hi Harsha,

      We’re sorry you feel that way, please note that a GMass subscription plan you choose doesn’t have an effect on the sending your account is able to per day. The sending limit is something that is enforced by Gmail, not by GMass. According to Google, regular Gmail accounts are limited to a maximum of 500 emails per day. But other factors like the age of the account, content of the Campaign, or reputation of the domain can affect your sending limit and varies from one account to another.
      If you wish to learn more about these limits please check out the following article: https://www.gmass.co/blog/how-many-emails-can-you-really-send-with-gmass-and-gmail/  
      You can configure your account with an external SMTP server if you’d like to send unlimited emails without Gmail-imposed sending limits. See: https://www.gmass.co/blog/unlimited-mail-merge-sending-gmail/  

      As of this writing, we’re showing that you’ve recently sent a campaign today so we’re assuming that you’ve decided to keep your subscription. If that’s not the case, please contact our support team so that we can assist you (gmass.co/g/support)

  62. IM trying to get back my money ,doing axatly like i read it here and look what i see when i sending the mail to [email protected]. Uh oh, something went wrong. Here is the detailed error: General Exception We couldn’t locate a Stripe customer record for this account.
    Terrible service.who I can contact with to fix this???!ASAP

    1. Hi Vlad,

      You can contact our support team directly by filling up the form found here: gmass.co/g/support

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