I’ve attempted to request a refund on both the app and the laptop. My pass is NOT activated. I have NOT began a travel day. I have a Plus ticket, so I’m entitled to a full refund. 

I sent the following email to support “I am entirely unable to request a refund for my pass. My pass has NOT been activated for a travel date, and I already deactivated it and deleted it from the "My Passes" section on the mobile app. I also tried requesting reimbursement for my laptop. This is incredibly frustrating since I followed all the guidelines and I'm entitled to 100% of the refund (for having a Plus pass). Please help me fix this ASAP.” and it automatically marked it as solved, but their little tutorial simply does not work on my phone or laptop. 

“The account holder is to request the refund by following the below steps:
-Log into your account. Go to 'Pass details' and then to 'Refunds and exchanges'.
-Select the Pass you wish to request a refund for. 
-Please provide a reason for your refund request.
-Click the button for a refund.”

This is incredibly frustrating.