🔍 Understanding the Issue
In some cases, a subscription or one-time charge may be processed against a previously removed credit card rather than your active default payment method. This is a known billing issue that our engineering team has investigated and resolved for affected accounts. If this has happened to you, our support team can process a refund and confirm your correct card is set for all future charges.
⚙️ How to Verify Your Current Payment Method
Before contacting support, check which card is currently on file as your default by navigating to your Avatar (top-right) → Billing. Review the payment methods listed and confirm your intended card is set as the default. If you need to add or update a card, look for the option to add a new payment method within your billing settings.
Even if your card appears correct here, a billing error may have already occurred on a previous charge. Continue reading to learn how to report it.
📋 What Information to Prepare
To help our team resolve your case as quickly as possible, have the following ready before reaching out:
- The last four digits of the card that was incorrectly charged.
- The last four digits of the card that should have been charged.
- The charge amount and the approximate date it appeared.
- Your account email address.
🛠️ What Our Support Team Will Do
This issue cannot be fully self-resolved because refunds and backend payment method corrections must be processed by our billing and technical teams. Here is exactly what happens once you contact us:
- Refund processing: Our team will coordinate with the specialized billing team to issue a refund for the incorrect charge back to the card that was billed in error.
- Payment method correction: Our backend team will verify and confirm that your correct card is set as the default payment method so all future charges go to the right card.
- Exchange rate compensation (if applicable): If the erroneous charge caused exchange rate losses, our team may add non-recurring credits to your account to offset the difference.
- Ticket filing: A support ticket will be filed to track your case and ensure it is fully resolved.
Refund timelines vary depending on your bank or card issuer, but our team will confirm once the refund has been initiated on our end.
🚨 Important Notes
- This issue has been linked to a known bug affecting some migrated accounts where recurring subscriptions continued charging a removed card after a default payment method change. Our engineering team has addressed this, but if you are still affected, please contact support immediately.