Billing questions

How can I get a refund if I’m not happy with mSpy?
If you are not fully satisfied with your purchase of mSpy software, you may be eligible for a full refund within 10 days after purchase if the reason of your refund request doesn’t contradict mSpy Refund Policy conditions. At the same time, refunds can be avoided if you request professional help from our Support Team.
What is account freeze and how do I do that?
Account freeze – is an option that allows you to freeze your account for an unlimited period of time and reactivate it later. It is absolutely free of charge and takes about 1 minute.

It works this way: You contact us – tell us the reason for the freeze – we suspend your account/ particular subscription till you contact us back.

PLEASE NOTE that you will not be able to log in to your account/use this subscription during the freeze period.

Appropriate reasons for the account freeze are the following:

  • no access to the device at this time to install / reinstall mSpy;
  • mSpy is not yet compatible with the target phone’s version ( but will be soon);
  • there is no need in mSpy for now, but you plan to use it later.
IMPORTANT! Subscription can be frozen only 2 times during the whole period of mSpy usage.
I ordered a new subscription instead of extension, what should I do?
The payment should be applied to your original subscription and it can be processed by our Support Team. Feel free to contact us 24/7 at our toll-free +1 855 896 0041 number, live chat or send us an email at support@mspy.com
How to extend the subscription?
In order to renew your subscription, please go to your Control Panel > Dashboard > click on “Extend Subscription” button > choose the period you want your subscription be renewed > click on “Renew Subscription” button. You will be redirected to our checkout page for submitting the order form and placing a new order.
How to upgrade my subscription plan?
In order to initiate the upgrade please go to your Control Panel > Dashboard > click on “Extend” button > you will see the list of Premium package features > scroll down and click on ‘Upgrade to Premium’ button.
Note! You may fail to upgrade the expired subscription. If you wish to extend your subscription and upgrade it to Premium simultaneously, you’ll need to process the upgrade of your subscription at $0 and then extend your subscription following the steps mentioned above.
Should I reinstall mSpy after upgrade?
No, there is no need to reinstall mSpy or get access to the target device once again. As soon as you upgrade your tariff plan, new features will be added to your personal account automatically.
How to enable / disable the auto-renewal option?
This option can be enabled / disabled on the side of our payment processor – Avangate. It is available in your Avanagate account. You may find login credentials of your Avangate account in the email from Avangate company which was automatically sent to you right after the purchase.
If you need any assistance from Avangate company, feel free to contact their Support Department at support@avangate.com or via phone 24/7: +31-880-000-008 – International (650) 963-5701 – USA and Canada
Is the auto-renewal option enabled by default?
While placing the order on our checkout page you will see a checkbox, which allows to enable or disable the auto-renewal option. You may uncheck the checkbox and the option will be disabled for this order.
What will I see in my bank statement?
mSpy purchase will appear on your bank or credit card statement as “mSpy software / Avangate”.
What are Avangate and FastSpring?
Avangate and FastSpring are our billing partners. These companies are responsible for processing payments and collecting the funds received from our customers. Once you select the subscription you wish to purchase on our website, you will be forwarded to the checkout page, which belongs to one of our billing partners. Avangate and FastSpring allows us to provide you with variety of convenient payment methods available for you country.
How can I delete my account?
Your account can be deleted by our Support Team. Feel free to contact us at our toll-free number: +1 855 896 0041, live chat or support@mspy.com email address.
Can I renew my subscription later?
Yes, you may extend your subscription at any convenient time. Please note that the target device linked to your subscription may lose connection after the expiration date. If this happens, most probably you will need to contact our Support Team for troubleshooting or even reinstall mSpy once the subscription is extended.
If your subscription expires, logs collected from you target device will be kept on our server within 30 days.
Why did I pay more than it’s stated on the site?

VAT

If your country belongs to European Union, VAT (Value Added Tax) is being added to the total price of your purchase. Our billing partner Avangate is obliged to collect VAT. You will see it on the checkout page during placing the order.

Conversion

Please note that Avangate accepts only USD and EUR currency through PayPal. Thus, if you select PayPal payment method and the currency is different from USD or EUR, the total price of your order will be converted to USD or EUR within PayPal system. Therefore, the final amount of charge will be increased.
What should I do if the transaction was declined?

VAT

If you place an order and receive the message regarding declination of your transaction on the next page, you are welcome to proceed with the payment using our alternative checkout. Click on “Alternative Payment Service Provider” button and proceed using your credit / debit card or PayPal account.