🔍 Overview
A known checkout bug can occasionally cause your subscription to switch from an annual plan to a monthly plan without your intent — sometimes resulting in duplicate charges or unexpected billing cycles. This article explains how to identify the issue and get it corrected by our team.
⚠️ Signs You May Be Affected
- Your plan shows as monthly when you originally purchased an annual subscription.
- You received a charge that does not match your expected billing amount or cycle.
- Your invoice history shows two charges within a short time period.
- Your auto-renewal date appears earlier than expected.
📊 Step 1: Review Your Current Plan and Billing Details
Navigate to your account's billing or subscription section and check your active plan type and next renewal date. Review your recent invoice history to confirm whether any duplicate payments or unexpected charges appear.
🧾 Step 2: Identify the Discrepancy
Compare what you currently see against your original purchase confirmation. Look for the following:
- Plan type mismatch: If your current plan shows monthly but you purchased annual, a downgrade may have occurred during checkout.
- Unexpected charge amount: A monthly plan is typically billed at a higher per-month rate than the prorated cost of an annual plan.
- Duplicate charge: If you see two charges with similar amounts close together in your invoice history, both may need to be reviewed.
🚀 Step 3: Contact Support for a Correction
Because billing corrections — including plan restoration and refunds for duplicate charges — require action from our billing team, you will need to reach out directly. Do not attempt to cancel and resubscribe manually, as this may create additional charges or reset your billing cycle incorrectly.
When you connect with the team, have the following ready to speed up the resolution:
- The date you originally purchased your annual plan.
- The charge amounts and dates visible in your invoice history.
- A screenshot of your current plan details (optional but helpful).
🔄 Step 4: Confirm the Fix
Once our billing team has reviewed your account, they will restore your correct plan type and process any applicable refund for duplicate charges. Confirm that your plan type and next renewal date reflect the corrected annual subscription before closing the conversation.
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.