🔍 Identify Unexpected Recurring Charges
If you see monthly invoices for Quota Points (QP) top-ups or a Growth Plan that you did not purchase — especially after paying for an annual plan upfront — you may be affected by a known billing misconfiguration. Check your invoice history for charges that appear each month without a corresponding add-on in your account.
🛠️ Understand the Root Cause
Our engineering team has identified and fixed several related issues that caused duplicate or erroneous recurring charges, including:
- Duplicate base subscriptions from past-due re-checkouts or admin actions
- Top-ups incorrectly bundled into Stripe subscriptions
- Annual quota payments not recognized, triggering monthly charges
- Stripe refund processing errors on invoice retrieval
These fixes are now live (tickets SPE-803/QPB-713 and related).
📋 Verify Your Eligibility for a Refund
You qualify for a refund if:
- You paid for an annual plan in full but continue to see monthly QP charges
- Invoices show top-ups or a Growth Plan you never authorized
- No active add-on exists under Avatar → Billing → Plans & Top-ups (Add-on / Total Quota list) matching the charges
💬 Request a Refund via Support
Refunds for erroneous recurring QP billing charges require manual approval and processing by our team. To start the process:
- Gather the invoice numbers (e.g. #74602, #73085, #73080) and dates of the incorrect charges.
- 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.
- Provide the invoice details and state that you were charged monthly for QP top-ups or a Growth Plan you never purchased despite an annual payment.
The support agent will verify the charges against the resolved engineering tickets, obtain refund approval, and process the refund to your original payment method.
⏱️ Refund Timeline
Once approved, refunds typically reflect in your account within 5–10 business days, depending on your financial institution.
✅ Confirmation & Prevention
After the refund is processed, you will receive confirmation with the refund amount and method. The underlying billing misconfigurations have been fixed, so future erroneous charges should not occur. If you notice any new unexpected charges, contact support immediately using the chat widget.