Refund policy for number rentals
Last updated
Quick answer
Can I get my money back if a number does not work?
If a rented number cannot be delivered, or receives no SMS at all and support cannot fix or replace it, the rental is credited back in full to your KeepANumber balance. Crypto top-ups are not sent back to wallets, except where the law requires it. Policy dated 18 October 2026.
When is a rental credited back?
- Not delivered: if no number can be assigned to a paid rental, the full price is credited back to your balance.
- No SMS at all: if the number receives no SMS from any sender during the first 24 hours of the rental and support can neither fix nor replace it, the full price is credited back. Write to support within that period with the rental reference.
- Stops working: if a working number stops receiving SMS for a reason on our side and cannot be fixed or replaced, the unused days are credited back.
When is a rental not credited back?
- When the number has received SMS and works, but a particular service refuses it or does not send to it. Services decide which numbers they accept; we cannot change their choice.
- When you no longer need the number before the end date.
- When the rental was closed under the acceptable use policy.
What happens to crypto top-ups?
A top-up credited to your balance stays there for future rentals and renewals and does not expire. It is not sent back to a wallet, except where the law requires it. The minimum top-up is $10.
Payments that do not match a top-up (a different amount, coin or network, or a late payment after the top-up expired) are not credited automatically. Contact support with the top-up reference; we review each case and cannot promise that a payment on a wrong network can be recovered.
Common cases and what happens
| Case | Outcome | Credited to |
|---|---|---|
| No number can be assigned to a paid rental | Full price credited back | Your balance |
| No SMS from any sender in the first 24 hours, not fixed or replaced | Full price credited back | Your balance |
| Number stops receiving on our side and cannot be fixed or replaced | Unused days credited back | Your balance |
| Number works, but one service refuses it | No credit; you may rent another country | — |
| You no longer need the number | No credit; the rental runs to its end date | — |
| Rental closed for a breach of the acceptable use policy | No credit | — |
| Top-up paid with the wrong amount, coin or network | Reviewed case by case; recovery not guaranteed | Your balance, if credited |
Why credit to the balance and not to a wallet?
Because a crypto payment cannot be reversed by the receiver the way a card payment can, and sending coins back means a new transfer, a new network fee and the risk of a wrong address. A credit to your balance is immediate, in dollars, and covers the next rental or renewal. Other rental sites state similar rules: TextVerified says it does not refund cryptocurrency payments, PVADeals states that it does not offer refunds but can credit a bad number to its wallet, and VirtualSMS credits the balance when a rental is cancelled within 20 minutes with no SMS received.
An example
You rent a UK number for 30 days for $15 on the 1st. On the 1st and 2nd no text arrives from any sender, including a test you send yourself. You write to support on the 2nd with the rental reference. Support tries to fix or replace the number; if neither works, $15 goes back to your balance, and you can rent another number with it.
Questions about refunds
Is a renewal refunded if I stop using the number?
No. A renewal, like a first rental, runs to its end date.
Can I withdraw my balance?
No, except where the law requires it. The balance does not expire.
How long does a review take?
We review requests in the order they arrive and answer by email. We do not promise a fixed delay.
How do I ask for a review?
Write to [email protected] from your account email, with the rental or top-up reference and what you observed. Do not send passwords or wallet keys.
- TextVerified FAQ, read 2026-10-18
- PVADeals home page and prices, read 2026-10-18
- VirtualSMS rentals, read 2026-10-18