2 min to read
You Were Charged Twice or Charged Unexpectedly
If you see two charges, or a charge you did not expect, tell us straight away. This is not something to sit on, and it is not something we argue about.
Come to us before your bank
Opening a dispute with your bank freezes the payment, which makes it slower for us to fix and can suspend your access while it is frozen. Contacting us directly is faster for you.
What to send us
- The email address on the order
- The dates and amounts of both charges
- The last four digits of the card
Common explanations
A hold plus a charge
A pending authorisation sometimes sits alongside the real charge for a few days. The hold disappears on its own.
A renewal you forgot
Monthly and yearly plans renew until cancelled. Your account page shows your plan and next renewal date.
Two genuine payments
If a checkout looked like it failed and you tried again, both may have gone through. That is on us to sort, not you.
Unexpected renewal
If a plan renewed and you did not want it to, tell us. Cancelling stops future renewals, and if a renewal has just landed we would rather hear about it than have you dispute it.
How to reach us
Open the support bubble at the bottom right of any page and send us a message. You will get a reference number immediately, so there is a record of when you raised it. A person replies by email.
Where to find your receipts
Your order history and receipts are on your account page on our website. Worth checking first, because it often explains the second charge by itself.
Related: Cancelling and refunds.