---
title: "Apply a Promo Code & Request a Refund | FirstSales"
description: "Redeem a promo code from the billing page, and understand how refunds work — self-serve for stray payments, and how to reach support for the rest."
canonical: "https://firstsales.io/tutorial/request-refund-and-promo/"
---

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Billing & Credits

# Apply a Promo Code & Request a Refund

Redeem a promo code from the billing page, and understand how refunds work — self-serve for stray payments, and how to reach support for the rest.

5 min read·Beginner·6 steps

1. 1  
## Two different things  
Promo codes are instant and self-serve. Refunds are handled case-by-case — mostly through support, with one narrow self-serve exception. Set your expectations up front so you're not hunting for a button that isn't there.
2. 2  
## Apply a promo code  
Go to **Billing → Overview**, find the **Promo code** field, enter your code, and click **Apply**. On success the discount attaches straight to your subscription.  
![Apply a promo code](/tutorials/refund-promo-01-promo-field.webp)
3. 3  
## Confirm the promo applied  
The **Promo code** field disappears once a promo is active. The discount percentage and expiry show on your plan. Only **one promo code** can be active at a time.
4. 4  
## How refunds work  
There's no one-click “refund” button for a normal charge. Most refunds go through **support**, who review and process them with the payment provider.
5. 5  
## Self-serve refund for a stray (orphaned) payment  
If an **admin** sees a payment marked **Orphaned** in **Billing → Payments** — a charge that didn't map to a subscription or credits — a **Request Refund** button is available. Clicking it files a request; your admin then processes the refund manually in the payment provider portal. This only applies to orphaned charges, not regular ones.
6. 6  
## Contact support for everything else  
For a normal subscription or top-up refund, reach out to FirstSales support with your organization name and the payment date and amount.

## Pro tips

Hard-won shortcuts that keep warm-up on track.

1

### Only one promo code at a time

The Promo code field hides once one is applied — you can't stack a second code on top.

2

### Request Refund only shows for admins on orphaned payments

If you don't see the button, that payment isn't self-refundable — contact support instead.

3

### An orphaned refund request isn't instant

It flags the payment for an admin to process manually in the provider portal, not an automatic reversal.

4

### Keep the payment date and amount handy

When contacting support about a refund, having the exact date and amount speeds up matching the charge.

## Frequently asked questions

How do I redeem a promo code?

Go to **Billing → Overview**, enter the code in the **Promo code** field, and click **Apply**.

Why is the promo field gone?

You already have an active promo — only one can be active at a time.

Can I refund my subscription myself?

No — there's no general self-serve refund for regular charges. Contact support.

What is the Request Refund button I see on a payment?

It's admin-only and only appears on **orphaned** payments. It files a request that an admin then processes manually.

What's an orphaned payment?

A charge that didn't map to a subscription or credits — the one case with a self-serve refund request.

Where do I see refund status?

In **Billing → Payments** — badges show **Refund Requested** or **Refunded**.

Can a non-admin request a refund?

No — the control is admin-only. Ask an org admin, or contact support directly.

Does a promo code stack with a plan discount?

Not something we can confirm here — for stacking edge cases, contact support rather than assuming.

## Ready to put this into practice?

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