Discovered an Unauthorized Charge? Here's What to Do
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.
We understand how alarming it can be to see a charge on your account that you don’t recognize. Before assuming the transaction is fraudulent, there are a few important steps you should take to make sure it’s not something you may have overlooked. In many cases, the situation can be resolved quickly once some details are reviewed.
Check Your Account (if you have one)
If you have created an account with us, please 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 wasn’t canceled in time. This is a common reason for unexpected charges, especially if some time has passed since the trial period began.
Also check if someone else in your household may have used your account or payment method to make a purchase. If you’ve saved your payment details, purchases can be completed without re-entering payment information.
Look Through Your Email
Go through your email inbox for any messages from us, especially around the date the transaction occurred. Be sure to check your spam or junk folders as well. We typically send out confirmation emails for purchases, trial expirations, and subscription renewals. These emails can offer useful clues about what the charge was for and when it was made.
Review the Transaction Information
Take a close look 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 misremembered or mistaken for something else.
Still Don’t Recognize the Charge? Contact Us First
If you’ve gone through the steps above and still don’t recognize or agree with the transaction, please reach out to our support team before taking any action through your bank or payment provider.
You can contact us directly at [email protected]. When you email us, please include the following information (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 (if applicable)
Our billing support team will look into the matter carefully and do everything we can to assist you. We're here to help and are committed to resolving issues in a fair and timely manner.
Important: Please Contact Us Before Reporting Through Your Bank If you file 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 reaching out to us directly first, you avoid unnecessary disruptions and give us the opportunity to find a solution that works for you.
Thank you for taking the time to review the transaction thoroughly. We’re here to help if you need us.