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My subscription refund has not appeared

Symptom​

You expected a refund after cancelling an employer subscription, but cannot identify the repayment. You may have received a cancellation confirmation or a refund reference already.

Why this can happen​

Cancelling a subscription and completing its refund are separate steps. A cancellation confirmation alone does not show that the refund has reached you. A refund may still be processing, need further attention, or require tracing even after the payment provider reports success.

This article helps with an expected subscription refund. If you are unsure whether a refund is due or how much to expect, ask support to check your cancellation and payment details.

What to do​

  1. Check any cancellation or refund messages from RoleSage. Note the amount, currency, date and reference if provided.
  2. Review the payment method used for the subscription. If you cannot identify the repayment, keep the reference available for support to trace.
  3. Email support@rolesage.com using the subject Subscription refund not received. Include:
    • your RoleSage account email and employer/workspace name;
    • when you cancelled and when you expected the refund;
    • the amount, currency and any invoice or refund reference you have;
    • whether you received a refund message and what you cannot identify.
  4. If support asks you to check a specific reference, tell them whether it identifies the repayment. If it still does not, reply on the same support conversation so the trace can continue.

Send only the information needed to identify the payment. Do not email passwords, one-time codes, full card numbers or unredacted bank statements. If further payment evidence or destination verification is needed, ask support how to provide it securely.

What happens next​

Support can review the refund status and reference. If an original payment-provider refund or reversal was marked complete but you cannot identify it, a RoleSage administrator can reopen the case for tracing. A provider success status alone does not resolve a reported non-receipt case; it needs trace evidence or a verified alternative repayment.

If support discusses an alternative repayment, they first need to establish what happened to the original refund so you are not reimbursed twice.

Still stuck?​

Reply to support@rolesage.com with the existing reference and any new information. If the problem is that RoleSage messages are missing, see I'm not receiving emails.