🛑 Cancel Add-Ons in Billing
To stop further charges, remove the unwanted add-ons from your subscription.
- Sign in to the platform.
- Open the Billing section.
- Locate the active add-ons on your current plan.
- Cancel each add-on you did not intend to purchase.
📝 Request a Refund
After cancelling the add-ons, initiate a refund for the unintentional charge.
- 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 following details: the charge amount ($511), the date of the charge, and a brief explanation that the top-up was triggered accidentally while resubscribing.
- The support agent will file a refund request and escalate it to the Billing and Accounts team for approval.
⏱️ Refund Processing Time
Once approved, the refund is issued to the original payment method. Refunds typically reflect within 5–10 business days.
⚠️ Known System Issues
Our engineering team has identified and resolved several related billing bugs that could cause duplicate or ghost top-up charges, including issues with idempotency keys, legacy billing tasks, and recurring top-up stacking. If you notice any further unexpected charges, please contact support immediately.