🔍 What Happened
Some customers who signed up for a 7-day free trial were charged immediately instead of at the end of the trial period. This was caused by a billing issue that has since been resolved — plan upgrade charges are now correctly deferred until after the free trial ends.
If you were charged during your trial and did not expect to be billed, you can request a refund. Refund requests are reviewed case by case and may be issued as a full or partial refund.
✅ What to Do If You Were Charged
Because refunds require action from our billing team, you cannot process this entirely on your own — but contacting us is quick and straightforward. Follow these steps:
- Check your payment records. Confirm the charge amount and the date it appeared on your bank statement or card.
- Contact our support team immediately. Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.
- Share your details. Let the agent know the amount charged, the date of the charge, and that it occurred during your 7-day free trial. The more detail you provide, the faster your request can be processed.
💰 What to Expect After You Request a Refund
Once your refund request is reviewed and approved by our billing team, here is what happens:
- Refund amount: Refunds are reviewed case by case and may be full or partial (for annual plans, a maximum of 50% within 72 hours).
- Refund method: The refund is returned to your original payment method.
- Timeframe: Refunds typically appear within 5–10 business days, depending on your bank or payment provider. In some cases it may take slightly longer to reflect on your statement.
🛠️ Is This Issue Fixed?
Yes. Our engineering team has deployed a fix so that plan upgrade charges are now deferred to the end of the 7-day free trial rather than being collected immediately at sign-up. New customers starting a trial should no longer experience this unexpected charge.
❓ Still Have Questions
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.