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 Ad Services 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.
Automated method for requesting a refund for a suspended ad account
For a limited set of customers, there is an automated method of requesting a refund for suspended accounts. If you are eligible, you can follow the steps below.
Log in to TikTok Ads Manager.
Select the Tools tab.
Choose Account setup under Settings.
Click Account health.
Select Close account and refund. Note: If you're ineligible to request a refund, you'll instead see a note explaining why.
You will be redirected to the My account page, where a confirmation pop-up appears to finalize the account closure, eligible refund amount, deductions, and reasons if the amounts differ.
After requesting the refund, you can view the status of your request from the Account health page. The following statuses are available:
Pending: Your request has been created.
In progress: Eligibility and payment checks are ongoing.
Completed: Your request has finished processing and funds have been released to the payment provider.
View refund: This button appears after the Completed status and gives you the option to open the refund details.
Failed: The refund request is rejected or requires further action from you.
TikTok will aim to process all requests within 5 business days, with up to 60 days in cases with exceptions, such as invalid payment method, manual review, or bank delays. Note: A refund can't be processed if there is an invalid payment method under these conditions:
Expired / closed bank account or card: If the refund tries to return to a card or bank account that is no longer valid.
Payment method removed or changed: If you've deleted or updated your original payment method after suspension, the stored method may no longer accept funds.
Payment API Returns Zero: If there are multiple accounts under the same payment method.
