🔍 What Is This Charge?
Some customers on the Pro Plan have reported seeing an unexpected $199 monthly charge appearing alongside their existing subscription. This is a known billing issue that has been identified and fixed on our end. The duplicate charge is not intentional and you will not be required to pay for a plan you did not sign up for.
⚠️ Why Did This Happen?
This issue was caused by a technical error in our billing system that could trigger a duplicate base subscription under certain conditions. Known scenarios that led to this include:
- Re-checkout after a past-due status: If your account briefly entered a past-due state, attempting to resolve it sometimes created a second subscription instead of reactivating the existing one.
- Post-migration billing errors: Customers migrated to our updated platform occasionally had recurring charges stacked incorrectly on their account.
- Subscription upgrade not applied correctly: In some cases, an upgrade was processed and charged but not reflected on the account, resulting in two active charges.
- Charges across multiple payment methods: A small number of customers were billed on both a connected payment platform (such as Shopify) and a credit card simultaneously.
Our engineering team has deployed a fix and is actively remediating affected accounts. If you were impacted, a refund will be issued for any duplicate charges.
✅ What You Should Do
- Check your billing history: Go to the top-right avatar menu → Billing inside the platform to review your recent charges and confirm whether a duplicate transaction appears.
- Verify your active plan: Confirm that only one subscription is listed as active under your account. If you see two active plans, this confirms the duplicate billing error.
- Do not cancel your primary plan: Avoid cancelling any subscriptions yourself, as this could affect your active Pro Plan features. Our support team will handle the correction safely.
- Contact support for a refund: If you see a duplicate charge, reach out through the live chat widget so our team can verify the error and process your refund promptly.
💰 Refund Policy for Duplicate Charges
If a duplicate $199 charge has been confirmed on your account, you are entitled to a full refund for the erroneous transaction. Refunds are typically processed within 5–10 business days, depending on your payment provider. Our team will confirm the refund timeline when your case is reviewed.
🛠️ Still Seeing the Issue?
If you have already been charged and have not yet received a refund, or if you are unsure whether your account was affected, our support team is ready to investigate and resolve this for you immediately.
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.