Unexpected Payments
If you've noticed a charge you weren't expecting, we're here to help clarify.
All initial subscription purchases include a confirmation email detailing the service, term length, amount paid, auto-renewal terms (inc. renewal amount) along with how and where to cancel. If you added any add-on services, you'll receive separate confirmations for each. You can review past charges and manage your billing preferences in your online portal under My Subscriptions. This includes invoice downloads, renewal dates, and your active services.
To ensure transparency around renewals:
All annual subscriptions receive a renewal reminder email up to 30 days before the next charge is applied.
California residents receive an additional reminder every 12 months, even for subscriptions shorter than one year.
Renewal confirmation emails are sent immediately after a successful charge is processed.
If you're unsure what a charge relates to, please use our Transaction Search Tool to help locate the subscription using basic payment details. If no match is found, you'll be guided to contact our support team for further assistance.
Still have questions? Visit our Help Centre or reach out to our team for additional support.