How to request a refund for a suspended ad account

A suspended ad account has limitations on account access and actions, including for refunds. Suspended ad accounts undergo different processes than refunds for unsuspended ad accounts, which you can process within TikTok Ads Manager and Business Center. To understand account suspensions and limitations, learn more about account suspensions.

Per TikTok's payment terms, any remaining prepaid amounts are refundable upon account closure. However, if your Commercial Account is suspended or deactivated, TikTok will look at various factors, including whether the Account Holder has violated or is in violation of any applicable laws or TikTok policies, to make a reasonable determination as to whether the request for refund should be approved.

TikTok may also charge a service fee, no greater than 10% of the remaining prepaid amounts, or the maximum amount permitted under the laws of the jurisdiction where the Commercial Account is based. Unless otherwise agreed by TikTok, any refund shall be made in the agreed billing currency and to the original payment instrument. You shall bear any bank transaction fees in connection with any refunds. Refund requests are subject to the review of TikTok risk and compliance teams.

How to request a refund for a suspended ad account

If your account is suspended and you would like to request a refund, please reach out to your account manager or customer support to submit a request.

If you don't have an account manager, contact customer support.

TikTok will evaluate each request to make a reasonable determination as to whether the request for refund should be approved.