If something went wrong with a purchase, contact Footly support from inside your account so the team can review the issue with the right context. Include clear details so support can understand what happened quickly.
Before requesting a refund
Review the paid content description. Check what the creator said the post, collection, video, or PPV message included before buying.
Confirm you are logged into the purchasing account. Support needs to review the account that made the purchase.
Check whether the content is accessible. Sometimes access issues are caused by loading, connection, or account state problems.
Message the creator if appropriate. If your question is about what the content includes, the creator may be able to clarify.
Do not share sensitive payment information. Never send full card numbers, passwords, or private login details in a support message.
How to contact support
Open Footly and go to Settings.
Tap or click the support option.
Choose the purchase, billing, or account issue that best matches your situation if prompted.
Explain what happened using the details below.
Wait for the Footly team to review and respond.
Information to include
The creator username or profile link.
The title or description of the post, collection, video, message, or PPV item.
The date and approximate time of purchase.
The amount charged.
A clear explanation of what went wrong.
Screenshots if they help explain the issue, without exposing sensitive payment details.
Common reasons support may review a refund request
You were charged but cannot access the purchased content.
A technical issue prevented the purchase from loading correctly.
The paid description appears materially different from what was delivered.
You believe there was an accidental or duplicate charge.
A PPV message or paid item did not unlock as expected.
What makes a paid description helpful
Creators are encouraged to describe paid content clearly. This helps buyers decide what to purchase and helps support understand what was promised if there is ever a dispute.
Helpful paid description: "10-photo pedicure collection with close-up sole shots, red polish, and bright natural lighting."
Helpful video description: "3-minute foot massage video with lotion, close-up angles, and no talking."
Weak paid description: "You will love this."
Weak PPV description: "Special surprise just for you."
Generic, suggestive descriptions work better for public teaser posts. Paid posts, paid full collections, paid videos, and PPV messages should be specific enough that buyers understand what they are buying.
Important notes
Refund eligibility can depend on the type of purchase, account history, creator delivery, and platform rules.
Footly support reviews requests case by case.
Do not dispute a charge before contacting support if you want the team to investigate the account issue directly.
Support may ask follow-up questions before making a decision.
Submitting clear details in the first message usually helps the review move faster.