🔍 Why This Happens
When a subscription is canceled, a 30-day grace period is applied so you can continue accessing the platform while the cancellation is processed. In some cases, automatic payment collection or stored payment methods are not fully removed during this window, which can result in additional charge attempts even after cancellation is confirmed.
Our engineering team has identified and resolved several related billing issues, including a fix to prevent the payment option from remaining active on canceled invoices and updates to ensure that canceled subscriptions correctly stop all automatic collections. If you are still seeing charges, the steps below will help you get this resolved quickly.
✅ What a Confirmed Cancellation Includes
- Your subscription is marked as canceled in our system.
- You retain access to the platform for up to 30 days from the cancellation date (grace period).
- No further payments should be collected after cancellation is confirmed.
- All stored payment methods and automatic invoice collections should be stopped.
⚠️ Signs Your Billing Was Not Fully Stopped
- You received a charge or charge attempt after your cancellation was confirmed.
- Your account still shows an active billing status in the platform.
- You can see an unpaid or pending invoice that is still actionable.
- A previous support representative confirmed your cancellation but the charges continued.
🛠️ How to Get This Resolved
Because removing payment methods and stopping automatic collections requires action by our billing team on the backend, this issue cannot be self-resolved directly inside the platform. However, our support team can act on this quickly. Here is what to do:
- Gather your cancellation confirmation. If a previous support representative confirmed your cancellation, note the date of that conversation and any reference details you have. This speeds up verification.
- Note the charges in question. Check your bank or card statement for the amounts and dates of any charges that occurred after your confirmed cancellation date.
- Contact support immediately via the chat widget. Our team will verify that your cancellation is valid, identify any remaining payment methods stored in the billing system, remove those payment methods, and stop all automatic collections on outstanding invoices.
Once our billing team completes these steps, you will receive confirmation that all payment methods have been deleted and automatic collections have been stopped. If a charge was taken in error after a valid cancellation, raise this during the chat so the team can review eligibility for a refund.
💡 What Our Team Does on Your Behalf
When our support agents handle this issue, they take the following backend actions that cannot be performed by customers directly:
- Verify that the cancellation date and grace period are correctly recorded.
- Identify any payment methods still stored in the billing system.
- Delete all stored payment methods from the billing system.
- Stop automatic collection attempts on all outstanding invoices tied to the canceled account.
These actions are confirmed to you before and after they are completed.
📞 Need Help Now?
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.