🔍 Overview
If you have an active unlimited yearly package and notice unexpected charges on your account, you are not alone. Billing discrepancies can occasionally occur due to system timing issues, overlapping subscription cycles, or payment processing errors. This article explains why these charges may appear and walks you through the steps to get them resolved quickly.
⚙️ Why Unexpected Charges Can Occur
Even with an active unlimited plan, erroneous charges may appear for a few common reasons:
- Overlapping billing cycles: If your plan was upgraded, renewed, or modified close to a billing date, the system may trigger an additional charge before recognising the active unlimited package.
- Payment processor delays: Charges initiated by the payment gateway can sometimes process 24–48 hours after they are triggered, creating the appearance of a double charge.
- Add-on or legacy plan conflicts: In rare cases, a previously active add-on or legacy plan may continue to bill independently of your unlimited package.
- Currency conversion timing: For accounts billed in currencies such as CAD, fluctuations in conversion rates can occasionally result in unexpected charge amounts that do not match expected pricing.
It is important to note that these charges are unintentional and can be investigated and refunded once confirmed by our billing team.
✅ What to Do If You Were Charged in Error
- Check your billing history: Navigate to your Avatar (top-right corner) → Billing (Billing page) inside the platform. Review the dates and amounts of recent charges and confirm they fall within your unlimited package period.
- Note the charge details: Record the exact amounts, dates, and currencies of the charges you believe are erroneous. This information speeds up the investigation process significantly.
- Confirm your plan status: On the same Billing page, verify that your unlimited yearly package is still shown as active with the correct expiry date. A plan that shows as expired or inactive may indicate a separate account issue.
- Contact our support team immediately: Once you have gathered the charge details, reach out via the live chat widget so our team can investigate and process your refund without delay.
⏱️ What to Expect After Reporting
Once you have raised a billing dispute with our team, here is what happens next:
- Our billing specialists will verify your unlimited package status against the charge dates.
- If the charges are confirmed as erroneous, a refund will be initiated to your original payment method.
- Refund timelines: Refunds typically appear within 5–10 business days depending on your bank or card issuer. For CAD-denominated accounts, the refunded amount will reflect the original charged amount in the same currency.
- You will receive confirmation once the refund has been processed on our end.
If a refund was previously discussed with a member of our team but has not yet appeared in your account after 10 business days, please follow up using the steps in the next section.
🔁 Following Up on a Promised Refund
If a refund was already promised during a previous support interaction but has not arrived, take these steps:
- Check your bank or credit card statement for any pending credits — some refunds appear as pending before they fully clear.
- Confirm the 5–10 business day window has passed since the refund was initiated.
- Contact our support team again via live chat and reference your original conversation so our team can locate the refund record and escalate to our billing department if needed.
🛡️ How to Prevent Billing Issues in the Future
- Avoid making plan changes (upgrades, downgrades, or cancellations) within 48 hours of a scheduled billing date.
- Keep your payment method up to date under Avatar (top-right corner) → Billing → Plans & Top-ups (Add Payment Method / Manage Subscription) to prevent failed payment retries that can trigger duplicate charge attempts.
- Review your billing history monthly to catch any discrepancies early.
- If you plan to cancel or modify your plan near the end of an unlimited package period, contact support in advance to ensure the transition is handled cleanly.
💬 Need Immediate Help?
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.
Please have the following ready to share for the fastest resolution:
- The exact charge amounts and dates (e.g., $144.23 CAD on Jan 17, $394.13 CAD on Jan 18)
- Your unlimited package start and end dates
- Any prior case or conversation reference numbers related to this dispute