🔍 Overview
If you requested a plan downgrade but were still charged at your previous rate, or if you noticed an unexpected charge on your account, this article explains why that can happen and exactly what steps to take to get it resolved quickly.
⚙️ How Plan Downgrades Work
When you request a downgrade, the change is scheduled to take effect at the start of your next billing cycle. This means:
- Your current plan remains active until your existing cycle ends.
- The new lower-tier plan activates on your next renewal date.
- You should only be charged the new plan price from that renewal date onward.
In most cases, downgrades process automatically without any issues. However, in rare situations a billing error can cause the system to charge you at the old plan rate even after a downgrade was requested.
⚠️ Why You Might See an Incorrect Charge
There are a few known scenarios that can result in an unexpected or incorrect charge:
- Downgrade not fully processed: A technical issue prevented the downgrade from being applied before your renewal date, resulting in a charge at the old plan price.
- Duplicate subscription created: In rare cases, a checkout retry or account action can create a duplicate subscription, leading to double charges.
- Bundled top-ups: If you have usage-based add-ons or top-ups attached to your subscription, these can sometimes be bundled into your renewal charge and appear as a larger-than-expected amount.
These issues are taken seriously and investigated on a case-by-case basis. If any of these apply to your situation, our team can verify the charge and issue a correction.
✅ What to Do If You Were Overcharged
- Check your billing history: Go to the top-right avatar menu → Billing inside the platform to review your recent charges and current plan status.
- Confirm your plan: Verify that your account is now showing the correct downgraded plan. If it still shows the old plan, the downgrade may not have completed successfully.
- Note the charge details: Before contacting support, have the following ready — the charge amount, the date it appeared, and the plan you intended to be on.
- Contact our team: 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. Share the details above so we can investigate and process any applicable refund promptly.
💰 How Refunds Are Issued
If our team confirms that you were charged incorrectly, here is what to expect:
- Partial refunds: If you were charged the higher plan rate after a valid downgrade request, the difference between the two plan prices is refunded to your original payment method.
- Full refunds: In the case of a duplicate charge or a double-billing event, the full duplicate amount is refunded.
- Processing time: Refunds are typically processed within 5–10 business days, depending on your bank or card issuer. The funds will be returned to the card or payment method on file.
- Future billing correction: Our team will also confirm that your subscription is correctly set to the new plan rate so that future renewals are billed at the right amount.
🛠️ Preventing Billing Issues on Downgrades
To reduce the chance of a billing discrepancy when changing your plan:
- Submit your downgrade request at least 48 hours before your renewal date to allow time for processing.
- After requesting a downgrade, revisit the top-right avatar menu → Billing within 24 hours to confirm the plan change is reflected.
- Save or screenshot any confirmation message you receive after requesting the downgrade — this is helpful if you need to raise a dispute.
💬 Still Need Help?
If you have reviewed your billing details and still have questions about a charge, a pending refund, or your current plan status, do not hesitate to reach out. 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.