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Getting Support and Refunds

Use Get Help when PayBru support needs to investigate an issue. Use Messages when you only need to talk directly with a creator.

Open Support​

  1. Sign in to PayBru.
  2. Open the Client Portal.
  3. Go to Support > Get Help.

The page title is Support & Help.

PayBru Support and Help page showing support ticket summary cards, refund requests, and New Ticket actions
Support & Help is where members create tickets, track support cases, and open refund requests

Create a Support Ticket​

  1. Select Create Ticket.
  2. Add a clear Subject.
  3. Choose a Category.
  4. Add a detailed Description.
  5. Select Create Ticket.

Include the community name, payment reference, order ID, event name, or screenshot details when they apply.

Track Ticket Replies​

  • Open the ticket to read replies.
  • Add comments when you need to add more detail.
  • Use the ticket list to see status and created date.

Request a Refund​

  1. Go to My Activity > My Payments.
  2. Open the completed payment.
  3. Select Request Refund.
  4. Choose Full Refund or Partial Refund.
  5. Add the reason and any supporting details.
  6. Choose the refund method.
  7. Submit the request.

Refund requests are available only for eligible completed payments.

Track Refund Requests​

Open Support > Get Help, then select View All Refunds.

Refund statuses include Pending Review, Under Review, Pending Approval, Approved, Processing, Completed, and Rejected.

When to Contact the Creator First​

Contact the creator through Messages when the issue is about community-specific instructions, product fulfilment, or event details.