## 🔍 Overview

Some customers have noticed an unexpected $199 charge on their credit card or payment method, sometimes alongside a separate Shopify billing charge. This can happen due to a billing migration issue, a duplicate subscription, or a re-checkout on an account that was already active. This article explains what may have caused the charge, how to get a refund, and how to cancel your account(s) if needed.



## ⚠️ Common Reasons for an Unexpected $199 Charge

- **Duplicate billing during migration:** If your billing was recently migrated between payment methods (e.g., from Shopify to credit card), a charge may have been applied twice — once on each payment method.
- **Re-checkout on an existing account:** Attempting to reactivate or re-subscribe to a plan that was in a past-due or pending-cancellation state can trigger a second charge without cancelling the original subscription.
- **Add-on billing error:** In some cases, an add-on (such as OTTO Google Ads) triggered an unintended charge after a billing system update.
- **Two separate accounts:** If you or a team member created a second account, both accounts may have been charged independently.

## ✅ Steps to Take If You Were Charged Incorrectly

1. **Check for duplicate accounts.** Go to your avatar in the top-right corner of the platform, then navigate to **Settings → Team Members** (URL: **/settings**). Confirm whether you have more than one active account or subscription linked to your organisation.
2. **Review your billing history.** Check both your credit card statement and any Shopify billing to identify whether charges appear on more than one payment method for the same billing period.
3. **Note the charge date and amount.** Have the exact charge date, amount ($199), and the last four digits of the card ready. This speeds up the investigation significantly.
4. **Contact support immediately.** Our team can locate the duplicate or erroneous charge in our billing system and process a refund directly. Refunds are typically returned to your original payment method within 5–10 business days, depending on your bank.

## 🚫 How to Cancel One or Both Accounts

You can cancel your subscription yourself from the dashboard: click your **Profile avatar → Billing → Services**, then open the **⋮ (three-dot) menu** on the plan and choose **Cancel**. A confirmation/retention step will appear before the final confirmation. After cancelling, your access continues until the end of the current billing period — the subscription does not end immediately. If you change your mind, you can reverse a pending cancellation from the same place by clicking **Activate**.

If you'd prefer, our support team can also action the cancellation on your behalf, but contacting support is optional. If you do reach out, please have ready:

- The email address(es) associated with each account you want cancelled
- Any reference to the unexpected charge so the team can link the refund and cancellation in one step

**Important:** Cancelling your account does not automatically trigger a refund. You must explicitly request the refund at the same time so both actions are processed together.



## ⏱️ What to Expect After You Request a Refund

- Our team will investigate the charge in our billing system (Stripe and/or Shopify) to confirm it was applied in error.
- Once confirmed, the refund is issued immediately on our end.
- Your bank or card provider may take **5–10 business days** to reflect the credit on your statement.
- You will receive confirmation once the refund has been processed.

## 🛡️ How We're Preventing This from Happening Again

Our engineering team has identified and resolved the root causes behind duplicate billing during payment migration and re-checkout flows. Hotfixes have been applied to prevent new occurrences. If you believe you are still being affected, please reach out right away so we can investigate your specific account.



## 💬 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.