How to Dispute a Transaction

If something went wrong with a purchase, file a dispute directly from the wallet. We respond within 3 business days.

Step by step

1. Open the Wallet (Settings → Wallet, or the wallet icon in the nav).
2. Scroll to Transaction History.
3. Tap the transaction you want to dispute.
4. Tap Dispute Transaction at the bottom of the transaction details.
5. Select a reason from the dropdown:
   • Content didn't load or was broken
   • Content was meaningfully different from advertised
   • Duplicate transaction
   • Unauthorized — I didn't make this purchase
   • Subscription billed after creator stopped posting
   • Other
6. Add a short explanation (1–2 sentences is fine, but be specific).
7. Tap Submit Dispute.

You'll get a confirmation email and the transaction will show as "Disputed — under review".

What we do with it

We review every dispute within 3 business days. Reviews look at:

• Whether the transaction matches your stated reason.
• Whether the content was successfully delivered.
• Whether the creator has any record of issues for that piece of content.
• Your dispute history (frequent disputers face stricter scrutiny).

For ambiguous cases, we may reach out for additional context. For clear-cut cases, we approve and refund automatically.

What you'll get

Approved disputes refund as FanBucks credit to your wallet — usually equal to the original purchase amount. You can use the credit on any creator immediately.

For very specific cases (unauthorized access, fraud), we may issue a refund directly to your card instead of as a wallet credit.

What if my dispute is declined?

If we decline, you'll get an email with the reason. You can appeal once by replying to that email with additional context.

If your dispute is declined and you still believe you were wrongly charged, do not file a chargeback with your bank. Filing a chargeback after a declined dispute often gets your account permanently banned. Email support@fansit.com with "Disputed transaction follow-up" in the subject line — we'll re-review.

How fast is "3 business days"?

Most disputes are reviewed within 24 hours. Three business days is the outside window for complex or ambiguous cases. You'll always get a response — we don't ghost disputes.

Can I dispute a subscription renewal I forgot to cancel?

Yes. We're lenient on this — if you forgot to cancel and got billed, file the dispute, mention that you didn't intend to renew, and we usually approve a credit for the unused portion. This is one of the most common dispute reasons and we don't penalize you for it.