Refund and Billing Issues: How to Get Help
If you have a question about a charge, need a refund, or want to cancel your ELSA subscription, the steps depend on which platform you used to purchase.
Step 1: Identify Your Purchase Platform
Before contacting support or requesting a refund, confirm where you originally subscribed:
- Apple (iOS in-app purchase)
- Google (Android in-app purchase)
- ELSA website – credit/debit card
- ELSA website – PayPal
If you are unsure, check all email addresses you may have used, as your receipt could have been sent to a different address.
Step 2: Locate Your Payment Receipt
Having your receipt ready speeds up any investigation.
| Platform | What to provide |
|---|---|
| Apple | Order ID from your Apple ID account |
| GPA number from your Google account receipt | |
| Credit/debit card (web) | Last 4 digits of your card and the name on the card |
| PayPal (web) | PayPal receipt and the PayPal account email address |
[reviewer: verify Apple receipt lookup URL and Google receipt lookup URL are still current]
Cancellations
- Apple subscriptions: See the existing article Cancel Apple Subscriptions or Free Trials.
- Google subscriptions: See the existing article Cancel Google Subscriptions or Free Trials.
- Web subscriptions: See the existing article Cancel Web Subscriptions (from ELSASPEAK.COM).
You can cancel at any time before the last day of your billing cycle to avoid being charged in the next cycle. After cancellation, you retain access until the current subscription period expires.
Note for Apple subscribers: Apple requires you to cancel a free trial at least 24 hours before the trial ends. If you do not cancel in time, the subscription will automatically be charged. ELSA cannot cancel, modify, or refund Apple in-app purchases on your behalf.
Requesting a Refund
- Apple purchases: ELSA does not control Apple refunds. Submit your request directly to Apple at reportaproblem.apple.com. Apple typically responds within 48 hours. See also Request a Refund for an Apple Purchase.
- Google purchases: See the existing article Request a Refund for a Google Purchase.
- Website purchases: See the existing article Request a Refund for a Website Purchase.
When a web refund is approved by ELSA, processing typically takes 5–10 business days depending on your card-issuing bank.
Restore a Missing Subscription
If you paid but your account still shows as free, try restoring your purchase before contacting support:
- Go to Profile > tap Upgrade.
- On the paywall, look for the Restore option (it may be at the top or bottom of the screen).
- Tap Restore and wait for confirmation.
See also Account Is Free After Purchased a Subscription from Apple and Account Is Free After Purchased a Membership?
Still Need Help?
Contact ELSA Support and include your payment receipt or the details listed in Step 2 above so the team can investigate promptly.
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