🔍 Understand the Situation
If you are being charged each month but cannot sign in or reach your account, the billing system may still have an active subscription attached to your payment method. This can happen when login credentials are lost, the account was created with a different email, or a technical issue prevents access.
🛠️ Steps to Resolve
- Gather your billing details: locate the recent charge receipts or bank statements showing the amount, date, and payment method used.
- 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 support agent with the charge information and explain that you cannot access the account to cancel the subscription yourself.
- The agent will review the billing records and, if eligible, issue a refund for the most recent charges and cancel the subscription on your behalf.
- Confirm with the agent that the refund has been processed to your original payment method and that no further charges will occur.
📋 What to Expect
Based on previous cases, the support team can grant a one-time exception refund for the latest billing periods and confirm the subscription is fully cancelled. Refunds are returned to the original payment method. The agent will provide the refund amount and confirmation details during the chat.
💡 Tips to Avoid Future Issues
- Save your login credentials in a secure password manager.
- Use an email address you actively monitor for account notifications.
- If you change team members or ownership, update the account email in the Account Menu (avatar) → Settings → Email Settings.
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.