Chargebacks vs. Contacting EXM Support

If you have a problem with an EXM purchase, payment, or refund, we strongly encourage you to contact EXM Support before initiating a chargeback.

In many cases, our support team can investigate and resolve the issue directly.

What Is a Chargeback?

A chargeback occurs when you dispute a transaction through your bank, card issuer, or payment provider instead of resolving the payment issue directly with the merchant.

Chargebacks are intended to protect customers from situations such as unauthorized or fraudulent transactions, but they should not be used as a replacement for contacting support about a normal billing or refund issue.

Contact EXM Support First

If you recognize the EXM purchase but have a problem with it, contact our support team first.

Examples include:

  • You purchased EXM on the wrong account

  • Premium is not appearing after payment

  • You believe you were charged incorrectly

  • You want to request a refund

  • You are having trouble locating your purchase

  • You have another payment-related concern

Providing EXM Support with the details of the transaction gives us an opportunity to investigate the issue and determine the appropriate resolution.

What Should I Send Support?

When contacting EXM about a purchase, include:

  • Your EXM account email

  • The approximate purchase date

  • The amount charged

  • The reason you are contacting us

  • Your receipt or transaction reference, if available

Never send your full credit or debit card number.

Refund Requests

If you are requesting a refund, submit your request through EXM Support.

Refund eligibility is determined according to the current EXM Refund Policy.

Approved refunds are returned through the original payment method and typically appear within 5 to 10 business days, although processing times can vary depending on your financial institution.

Chargeback Abuse

EXM's Refund Policy states that refunds may be denied in cases involving fraudulent activity, repeated refund abuse, or unjustified chargebacks.

Abusive chargebacks may also result in account restrictions or affect eligibility for future refunds.

Because of this, customers with legitimate billing concerns are encouraged to contact EXM Support first so the issue can be properly investigated.

Don't Recognize the Transaction?

If you genuinely believe a transaction was unauthorized, protect your payment account and follow the appropriate procedures provided by your bank or payment provider.

You can also contact EXM Support with any available transaction information so we can investigate the purchase from our side.

Need Help?

Have a question about a charge, refund, or EXM purchase?

Contact EXM Support and provide your account and purchase information so our team can investigate the issue.