If you use Manual Payment or Automatic payment add balance, you can request a refund of your unspent account balance if your account is in good standing. If you complete the refund process, your account will be closed. The refund process you choose depends on whether your ad account belongs to a Business Center.
How to determine if your ad account belongs to a Business Center
Use the following steps to determine if your ad account(s) selected for refund belongs to any Business Center.
Log in to TikTok Ads Manager as the owner of the ad account.
Navigate to the left header bar and select Tools, click Setting, and choose Account Setup.
Find the Permission Management module.
If the ad account belongs to a Business Center, you will see a section header Business Center with access and see a listed Business Center associated with your ad account.
Scenario 1. Your ad account does not belong to a Business Center
To make a refund request if your ad account does not belong to a Business Center.
Log in to TikTok Ads Manager.
Navigate to the left header bar and select Tools, click Setting, and choose Account Setup.
From the Account Setup page, under My account go to the Basic Information module.
Click More actions. Then, select Close Account and Refund.
Note: If you do not have a balance eligible for refund, you will only see Close Account, without and Refund.
On the Confirm account deactivation popup, click Confirm.
Note:
To refund your balance, your ad account will be closed. Once an ad account has been closed, the account is unable to be reopened.
Suspended ad accounts are not eligible for refunds, unless the suspension is resolved.
The refund will be automatically issued to the original payment method on file. You can expect to receive your refund within 60 days. Please contact your sales representatives or submit a customer support ticket if you haven't received your refund within the timeframe.
After processing your refund
You can take the following actions once you have successfully requested your refund.
To view the status of your refund
Click View Details in the notification bar or click Refund Details on your Payment page.
Unsuccessful refund request
You may see "Your refund request was unsuccessful. Update your bank details to try again."
In very few cases, the refund request may be unsuccessful if you input incorrect bank information, or if your bank has issued a restriction. If so, you may need to update your bank information or reach out to your bank for more information to receive your refund.
Click Update now and input your correct bank account information. Then click Confirm.
Scenario 2. Your ad account belongs to Business Center
If you want to request a refund for an ad account that belongs to a Business Center, you can first transfer the ad account balance to the Business Center to which it belongs to, so that you can use the balance across other ad accounts. Suspended ad accounts are not eligible for refunds.
If you prefer a refund instead of transferring the balance to other ad accounts owned by the Business Center, please note you will need to close all ad accounts associated with the Business Center. To begin this process, contact your sales representative to initiate your refund.
If you are not able to reach out to a sales representative or are not assigned to one, please create a customer support ticket to contact us. Please provide your ad account ID and Business Center ID when contacting us.
To find your ad account ID in Ads Manager, select Account Name, then ID.
To find your Business Center ID in Business Center select your profile icon, then ID.
To begin the process by closing ad accounts associated with the Business Center, please take the steps below.
Log into your Business Center account.
Go to Assets - Advertiser Accounts.
Select the TikTok Ads Manager account.
Click on the close icon on the right-hand side of the account banner.
Repeat this procedure for all your accounts created via your Business Center.
Note:
To refund your balance, the corresponding Business Center and all ad accounts that belong to the Business Center will be closed.
Suspended ad accounts are not eligible for refunds, unless the suspension is resolved.
The refund will be automatically issued to the original payment method on file. You can expect to receive your refund within 60 days. Please contact your sales representatives or submit a customer support ticket if you haven't received your refund within the timeframe.