🔍 What Happened
Some customers who signed up for a 7-day free trial were charged immediately instead of at the end of the trial period. This was caused by a billing issue that has since been resolved — plan upgrade charges are now correctly deferred until after the free trial ends.
If you were charged during your trial and did not expect to be billed, you are entitled to a refund.
✅ What to Do If You Were Charged
Because refunds require action from our billing team, you cannot process this entirely on your own — but contacting us is quick and straightforward. Follow these steps:
- Check your payment records. Confirm the charge amount and the date it appeared on your bank statement or card.
- Contact our support team immediately. 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.
- Share your details. Let the agent know the amount charged, the date of the charge, and that it occurred during your 7-day free trial. The more detail you provide, the faster your request can be processed.
💰 What to Expect After You Request a Refund
Once your refund request is reviewed and approved by our billing team, here is what happens:
- Refund amount: The full amount incorrectly charged will be returned.
- Refund method: The refund is returned to your original payment method.
- Timeframe: Refunds typically appear within 5–10 business days, depending on your bank or payment provider. In some cases it may take slightly longer to reflect on your statement.
🛠️ Is This Issue Fixed?
Yes. Our engineering team has deployed a fix so that plan upgrade charges are now deferred to the end of the 7-day free trial rather than being collected immediately at sign-up. New customers starting a trial should no longer experience this unexpected charge.
❓ Still Have Questions
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.