🔍 Overview
When you upgrade your plan or cancel add-ons mid-cycle, the billing system recalculates your charges automatically. In some cases, a timing issue between your subscription change and the next billing event can result in a charge higher than expected. This article explains why overcharges happen and what to do if you believe you have been overcharged.
⚙️ Why Overcharges Happen
Overcharges during a plan upgrade or add-on cancellation can occur when changes to your subscription are not fully reflected before the next billing event is processed. This may result in a charge that does not match what you expected to pay based on your new plan or canceled add-on.
📋 How to Verify the Overcharge
Before contacting support, review your billing history to confirm the discrepancy. Check the charges on your account and compare them against the plan price you expected to pay after your upgrade or cancellation.
Note the invoice date, amount charged, and expected amount before reaching out — this speeds up the resolution process.
🛠️ How to Request a Refund
Our billing team reviews all overcharge refund requests and processes eligible refunds. Because resolving a billing overcharge requires a backend review of your account, you will need to contact our support team directly. When you do, please have the following information ready:
- The amount you were charged
- The amount you expected to be charged
- The date(s) of the charge(s)
- The plan you upgraded to and any add-ons you canceled
- Any relevant invoice or transaction references visible in your billing history
Having these details ready will allow our team to locate the discrepancy quickly and issue a refund if one is owed.
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.