🔍 What Causes a Double Charge During a Trial?
In rare cases, a technical issue can cause two separate subscriptions to be created in the same account at the point of sign-up or plan selection. When a trial is then cancelled, both subscriptions may be billed independently — resulting in two identical charges appearing on your statement (for example, $99 + $99 = $198).
This is a known billing edge case. If you have already been charged twice, you are entitled to a full refund of the extra duplicate charge. The original valid charge is not refunded.
✅ What You Are Eligible to Receive
If you cancelled your subscription during the trial period and were charged twice, you are eligible for:
- A full refund of the duplicate charge — the extra charge is returned to your original payment method. The original valid charge is not refunded.
- Cancellation of the duplicate subscription — our Support team will identify and cancel the duplicate subscription; you do not need to cancel it yourself.
- Account repair — our team will ensure your account is correctly closed with no outstanding invoices or mismatched subscription records remaining.
🛠️ How to Request Your Refund
To help our team process your refund as quickly as possible, please have the following ready before reaching out:
- The exact amounts and dates of both charges as they appear on your bank or card statement.
- Confirmation of the date you cancelled your trial subscription.
- Your account email address so our team can locate the duplicate subscriptions.
Our team will verify the charges on the backend, cancel the duplicate subscription, approve the full refund of the extra charge to your original payment method, and ensure your account is fully cleaned up with no residual subscriptions or unpaid invoices.
🚫 How to Avoid This in the Future
The underlying bug that caused duplicate subscriptions has been resolved at the platform level. No action is needed on your part to prevent this from happening again.
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.