🔍 Overview
If a payment was charged to an incorrect card on file, our support team can refund the amount to the wrong card and re-bill it to the correct one. This article explains what that process looks like and what you may need to do on your end to complete the correction.
⚠️ What Causes This Issue
This can happen when multiple payment methods are saved to your account and the system processes a charge against a card other than your intended primary card. No double billing is intended — the goal is always to move the charge cleanly from one card to the other.
🛠️ How the Correction Works
Our billing team handles this process in two steps:
- Refund to the incorrect card: The full charged amount is refunded to the card that was billed by mistake. Refund timing depends on your card issuer but typically takes 5–10 business days to appear.
- Re-bill to the correct card: A new invoice is created and tied to your preferred payment method. Our team will attempt to charge the correct card directly.
💡 What You May Need to Do
In some cases, the charge to your correct card may not go through automatically — for example, if the card requires verification or has a temporary hold. If that happens, here is how to pay the invoice manually:
- Go to Billing in your account.
- Select Invoices.
- Locate the open invoice created for the re-bill.
- Follow the on-screen steps to complete payment using your preferred card.
If your preferred card is not listed or is no longer valid, add a new payment method in the Billing section before attempting to pay the invoice. You may also want to confirm with your card issuer that no hold or block is preventing the charge.
✅ How to Avoid This in the Future
- Review the payment methods saved to your account and remove any cards you no longer use.
- Confirm which card is set as your primary payment method before your next billing cycle.
- If you update your card details, verify the change is saved correctly in the Billing section.
💬 Need Help with a Wrong-Card Charge?
This correction cannot be completed without our billing team — it requires a manual refund and invoice on our side. If you notice a charge on the wrong card, contact us as soon as possible so we can process the refund and re-bill before your next cycle.
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.