Refund & Dispute Policy
Last updated: May 4, 2026
TwoLine sells credits that you spend to rent phone numbers and receive SMS verification codes. This policy explains when refunds are automatic, when they require a dispute, and how to contact us.
Automatic Refunds (15-minute window)
Every verification rental on TwoLine has a 15-minute window. If no SMS arrives within 15 minutes of activating the rental, the credits used are automatically returned to your wallet — no action needed on your part. The rental is closed and the number is returned to the pool.
This applies to all per-rental and monthly rental products. The window starts the moment the rental becomes active and the number is assigned to your account.
What Counts as a Successful Verification
A verification is considered successful — and credits are not refunded — when at least one SMS message has been received and is visible in your TwoLine inbox during the rental window. This includes:
- The verification code requested by the platform you signed up for
- Any platform welcome or confirmation message
- SMS marketing messages from the platform
If the platform sent the SMS but it was rejected by the platform's own anti-spam filter (a known risk on strict-checking platforms like banks, dating apps, and some marketplaces), the SMS still counts as delivered to TwoLine and credits are not refunded automatically. Use a paid non-VoIP route or our sister product VerifySMS for strict-checking use cases.
Disputes (when automatic refund doesn't apply)
If you believe your account was charged incorrectly outside the 15-minute window, contact [email protected] within 30 days of the charge with:
- Your TwoLine account email
- The transaction ID or rental ID from your wallet history
- A description of the problem (number didn't work, double-charge, accidental purchase, etc.)
We respond to dispute requests within 2 business days. Most legitimate disputes are resolved with a credit-back to your wallet within 5 business days.
Refund Form Reference Table
| Situation | Refund | Time |
|---|---|---|
| No SMS arrived within 15 minutes | Automatic, full credit return | Instant |
| SMS arrived but platform banned the account | Not refundable (route limitation) | — |
| Number worked but you decided not to use it | Not refundable | — |
| Double-charge or duplicate transaction | Refundable on dispute | 2 business days |
| Accidental top-up | Refundable on dispute (within 30 days, unused credits only) | 2 business days |
| Service-side outage (TwoLine downtime) | Automatic credit-back when detected | 1–3 days |
Cash Refunds vs Credit-Back
TwoLine refunds default to credit-back to your wallet. If you require cash refund to your original payment method (credit card, crypto wallet), include "cash refund requested" in your dispute email. Cash refunds may take 5–10 business days depending on your payment processor (Stripe, Apple, Google Play, NOWPayments).
Cash refunds are not available for credits that have already been spent on completed rentals.
Apple App Store and Google Play Refunds
If you purchased credits through the iOS or Android app, refunds for the original purchase must be requested directly through Apple App Store Support or Google Play Help — TwoLine cannot reverse Apple/Google charges directly. Our credit-back to your TwoLine wallet remains available regardless.
Chargebacks
Filing a chargeback with your card issuer without first contacting [email protected] may result in your TwoLine account being suspended pending chargeback resolution. We respond to most disputes faster than chargeback timelines, so contacting us first is faster for everyone.
Contact
Refund questions, dispute requests, account-charge questions: [email protected].
Read our full Terms of Service and Privacy Policy.