# Refunds and balance

The billing rule is simple: an SMS that arrives is charged, anything else is not. Here is how it looks in the dashboard.

## How do refunds work on SMS Nitro?

When you take a number, its price is frozen on your balance and shows as pending. If an SMS arrives, the amount is charged. If you cancel or the reservation expires with no SMS, the amount is released back automatically. There is nothing to request. Rentals are charged upfront and replaced if they receive nothing in the first hour.

## Reading your transactions

- Freeze: the price is held when you take a number.
- Charge: the hold becomes a charge when an SMS is delivered.
- Release: the hold disappears when you cancel or the number expires empty.
- Top-up: card or crypto deposits, with bonus lines when a promo applies.

## If a charge looks wrong

Open a ticket with the order ID. Support checks the SMS log for that number; if the message was not actually delivered to you, the charge is reversed to your balance. Write to contact@smsnitro.com if you cannot log in.

## FAQ

**Can I withdraw my balance?** Balance is prepaid credit for the service; see the refund policy for the exceptions (verified processing errors).

Source: https://smsnitro.com/help/refunds-and-balance