Replacement & Refund Policy

1. Summary

2. 7-day replacement guarantee

If your number doesn't work for WhatsApp, Facebook, Google, Telegram or any app you need within 7 days of purchase, replace it with a new number from the same country for free — instantly from your dashboard, up to 3 times, no questions asked.

The replacement guarantee applies to every phone-number plan of any term (1, 3, 6 or 12 months), on these terms:

• Window: 7 days from the original purchase of the number.
• Same country: the new number comes from the same country as the one it replaces.
• Up to 3 free replacements per plan, while the plan is active, whatever the number's usage.
• Replacements depend on another number being in stock for that country; if none is available right away, you can try again later or, if the number was never used, take the refund.
• Your plan, expiry date and remaining allowance (outgoing SMS and calling minutes) carry over unchanged to the new number.
• The old number is retired from your account as soon as the replacement is issued, and you can no longer receive SMS or calls on it.
• Renewals do not reopen the 7-day window — it runs from the original purchase only.
• Unusual or abusive replacement patterns may lead to an account review.

Each app sets its own rules on which numbers it accepts, and those rules can change. We can't control an app's decision, which is why we stand behind every number with a free replacement instead. The guarantee is not a way around a platform ban or its terms of service; see the acceptable use policy.

3. How to replace a number

Open the number in your dashboard and press “Replace number”. Choose a reason (for example, the app rejected the number or no SMS arrived) and confirm. A new number from the same country is assigned to your plan instantly and shown in your dashboard. The button appears only while the number is eligible and shows how many free replacements you have left.

Enter the new number in the app you were verifying. The old number is retired from your account straight away, so codes sent to it after the replacement will not reach you. Full details and examples are on the 7-day replacement guarantee page.

4. Refund for unused numbers

Never used it? If the number hasn't sent or received a single SMS or call, you can take a full refund to your PhoneBorn balance instead within the same 7 days.

A phone-number plan of any term (1, 3, 6 or 12 months) is eligible for a refund when all of the following are true:

• The request is made within 7 days (168 hours) of the purchase time shown in your dashboard.
• The number has not received any SMS and not sent any SMS since purchase.
• The number has not made or received any call since purchase, answered or not.
• The number has not already been refunded. Each purchase can be refunded once.

The welcome message PhoneBorn itself sends when a number is activated does not count as activity. Any other SMS or call — including a verification code from an app or a test message you trigger from the dashboard — does, because at that point the number has been used. A used number is covered by free replacement instead.

When a refund is approved, the full price you paid (after any coupon discount) is returned to your PhoneBorn wallet and the number is released immediately. You cannot keep the number after a refund.

5. How to request a refund

Open the number in your dashboard and press “Replace number” (or “Request refund” if it was never used). New numbers and refunds are instant.

The “Request refund” button is shown only while the number is eligible. There is no form to fill in and no reason required. If you think a number should be eligible but the button is missing, contact support with the number and we will check it for you.

6. Renewals

Replacements: renewals do not reopen the 7-day replacement window — it always runs from the original purchase of the number.

Refund to your balance: refunds follow the same rule for renewals, counted from the renewal instead of the original purchase: within 7 days of a renewal, if the number has sent or received no SMS and made or received no calls since that renewal, you can request a refund of the renewal price — the full price of the term you renewed for (1, 3, 6 or 12 months). Activity before the renewal does not affect eligibility.

A renewal refund reverses only that renewal: the renewed days are removed, auto-renew is switched off and the number stays yours until the end of the period you had already paid for (followed by the usual grace period). Turning off auto-renew on its own stops future charges but does not refund the current period.

7. Single-use OTP numbers

The replacement guarantee and refunds to the PhoneBorn balance apply to phone-number plans. OTP orders have their own, automatic protection: when you create an OTP order the price is reserved from your wallet. If no SMS code arrives within the order window (currently 20 minutes), the order expires and the full price is returned to your wallet automatically.

You can also cancel an order any time before a code arrives from your dashboard or the API for an immediate full refund. Once a code has been delivered the order is complete and cannot be refunded, even if the platform later rejects the code (for example because it was entered too late or a newer code was requested).

8. Provider failure

If a number stops receiving SMS or calls because of a fault on our side or at our upstream provider during a paid period, and we cannot restore it within a reasonable time, we will either replace it with an equivalent number or credit the unused portion of the plan to your wallet — whether or not the number was used.

9. Wallet balance

Top-ups are credited to your prepaid wallet for use on PhoneBorn, and all refunds are paid back to that wallet. Wallet balance, including refunded amounts and promotional bonuses, is not withdrawable or convertible back to cryptocurrency, except at our sole discretion (for example, if we discontinue a service you paid for). Any withdrawal we agree to is paid in a stablecoin to an address you provide, minus network fees.

10. Crypto payment issues

Each invoice shows an exact amount, coin, network and address, and expires after a limited time. Please send exactly what is shown.

• Underpayment: the invoice is marked underpaid and is not credited automatically. Contact support with the transaction hash; we credit the amount actually received once verified.
• Overpayment: the invoice amount is credited automatically where possible; support reviews the difference and credits the excess to your wallet once the transaction is verified.
• Late payment (after the invoice expired): contact support with the transaction hash and we will credit the verified amount manually.
• Wrong network or unsupported token: funds may be unrecoverable. Where we can recover them, we credit the recoverable amount minus any recovery costs.

We cannot reverse blockchain transactions, and we are not responsible for network fees or for funds sent to an address other than the one on your invoice.

11. Fair use of replacements and refunds

The guarantee exists so you can get a number that works for you, risk-free. Patterns that suggest abuse — for example repeatedly replacing or buying and refunding numbers to cycle through inventory — may lead to an account review, and we may pause self-service replacements or refunds on that account while we look into it. Balance forfeited under the Terms of Service because of abuse is not refundable.

12. Contact

Email support@phoneborn.com or use the contact form with your account email, the number or order ID and, for payments, the coin, network and transaction hash. We reply within 24 hours, 7 days a week, and aim to resolve payment issues within 3 business days of verification.