Skip to main content
All CollectionsGame Master FAQsPayments and Payouts
How Do I Give my Players a Refund?
How Do I Give my Players a Refund?

How Game Masters can give a refund to their player

Dougbear the Bugbear avatar
Written by Dougbear the Bugbear
Updated over a week ago

It happens to the best of us -- you're just over an hour into the session, and your internet cuts out. Perhaps your Players forgot to skip a session they told you they wouldn't be able to make. Maybe you forgot to cancel a session altogether 🀦🏻

StartPlaying charges Players one hour after a session's start time in anticipation of such issues, but sometimes life gets away from us.

If you're unsure about when it's appropriate to give your Players a refund, check out StartPlaying's Refund Policy!

How to Give Your Player a Refund

1. Navigate to your Payouts page

2. Scroll through your GM Transaction History to find the correct transaction

Be sure you confirm these items:

  1. Player Name

  2. Adventure Name

  3. Date

  4. Time

  5. Price

We can not reverse a refund, so please make sure you verify this info!

I highly suggest using the Ctrl + F for PC or Cmd + F for Mac to search for the Player name or Adventure title.

3. Click the blue Refund button​

Clicking this button completes the refund and is irreversible! Make sure to double check the information before you click "Refund."

4. Use the drop-down menu to choose a reason for the refund.

  • If the reason is other, let us know. We look into the reasons to see if features need to be built!

5. Your Player is now refunded!

How long do I have to process a refund?

You have 14 days to process a refund. If you try to process a transaction that is older than 14 days, you'll receive an error. But you can still reach out to the Support Goblins to process an older refund.

Just be sure to let us know β€”

  • Your StartPlaying Email:

  • Date of Game:

  • Player(s) Name(s):

  • Refund Amount per Player:

  • Refund Reason:

Can I give my player a partial refund?​

Game Masters can only issue full refunds for games. A partial refund would need to be issued by the Support Goblin team. Or, you can lower your player's cost for the next session, essentially giving them a partial refund.

If your would like to issue a partial refund to a Player, please contact us at

Can I give my players a refund back to their card?

All refunds on StartPlaying are automatically issued as site credit. The reason that refunds are issued as site credit by default, is so that they can be processed as quickly as possible for the players and the player doesn't have to wait for those funds to be returned to their card.

If your Player needs a refund back to their card on file, please contact us at

Can I refund a failed payment for my player?

Game Masters are not able to refund failed payments for their Players.


If your Player needs a failed payment removed from their account, please contact us at

Did this answer your question?