If support has confirmed a refund but you cannot see it, check the bank account or payment method you used to buy the voucher.

## Ask us for an update

Reply to your existing support conversation and say that the refund is missing. If you have not contacted us before, give us the retailer, purchase date and amount.

A request to cancel, or a retailer agreeing to cancellation, does not always mean the money has already been refunded. We can check which stage your refund has reached.

The time for a refund to appear can vary by payment method and bank. Never send full bank-card details or a password.

## Need help?

In the Housing Perks app, tap **Help**, then the **support email address** or **Contact Support** button.

If you cannot use the app, use our [contact form](https://www.yourhousingperks.com/contact).