Learn what steps to take if you notice an unauthorized charge. Check your account, review emails, verify transaction details, and contact our support team before taking action through your bank.
Overview
We understand how alarming it can be to see a charge you do not recognize. Before assuming the transaction is fraudulent, there are a few important checks you should do first. In many cases, the issue can be resolved quickly once some details are reviewed.
This article explains what to do if you discover an unrecognized or unexpected charge.
Step 1: Check your account (if you have one)
If you have created an account with us, start by logging in and reviewing your purchase history and subscription settings.
Sometimes, a subscription that started with a free trial may have automatically renewed if it was not canceled in time. This is a very common reason for unexpected charges.
Also check if someone else in your household may have used your account or payment method to make a purchase. If your payment details are saved, purchases can be completed without re-entering them.
Step 2: Look through your email
Check your email inbox for any messages from us, especially around the date the transaction happened. Do not forget to also check your spam or junk folders.
We usually send confirmation emails for purchases, trial expirations, and subscription renewals. These emails often explain what the charge was for.
Step 3: Review the transaction information
Look closely at the details of the charge on your bank statement or payment platform. Check the amount, the date, and the description.
Sometimes charges appear under a different name than expected, especially if the payment was processed through a third party.
You may also want to search your email or account history for anything matching that amount or date. Charges for digital content, games, or subscriptions are often forgotten or misremembered.
Step 4: Still do not recognize the charge? Contact us first
If you have gone through all steps above and still do not recognize or agree with the charge, please contact us before taking any action through your bank or payment provider.
Click Submit a request in the top right corner of this page.
When you contact us, please include (if available):
- The date of the charge
- The exact amount
- Any reference number from your statement
- The email address or username linked to your account
Our billing support team will investigate the case carefully and do everything possible to help you.
Important Warning About Chargebacks
Please contact us before reporting the charge to your bank.
If you open a chargeback or dispute directly through your bank or payment provider without contacting us first, the account associated with the purchase will be automatically suspended.
This is a standard security measure and cannot be reversed until the disputed amount has been repaid in full.
By contacting us first, you avoid unnecessary service interruptions and give us the chance to find a fair solution.
Final Note
Thank you for taking the time to review the transaction carefully. We are here to help and are committed to resolving billing issues in a fair and timely manner.