What happened?
On July 31st, an internal subscription billing system issue caused a small, unexpected charge to be processed for some customers.
The charge was not related to a new purchase or subscription renewal.
We identified the issue quickly and automatically issued a full refund to each affected customer the same day.
Do I need to take any action?
No. The refund has already been processed automatically, and no action is required from you.
How much was charged?
Please refer to the purchase/refund notification email sent to you for the exact charge and refund details associated with your account.
When will I receive my refund?
We processed the full refund shortly after identifying the issue.
Depending on your bank or card issuer, the refund may take several business days to appear on your account. The original charge and refund may also appear as separate transactions.
In some cases, your financial institution may remove the original pending charge rather than display a separate refund.
Was my account or payment information compromised?
No, the unexpected charge resulted from an internal billing-system bug during a data update. Credit card data was not part of this update, as that is securely stored by our payment processor.
Will this affect my subscription?
No. This incident does not change your subscription status, renewal date, current service.
The unexpected charge has been fully refunded.
Why did I receive both a payment and refund email?
Our system automatically sent a payment confirmation when the unexpected charge was processed and a separate refund notification when the refund was issued.
We understand that receiving these messages without additional context may have been confusing. We are providing this information to clarify what happened and confirm that no action is required.
What is being done to prevent this from happening again?
We paused the related data update and are investigating the exact cause of the issue.
We will not resume the affected process until the cause has been identified and appropriate corrective steps have been completed.
Where can I find my transaction details?
The email sent to affected customers includes the relevant details, such as:
- Charge date
- Charge amount
- Payment method ending digits
Still need help?
Contact our Customer Support team through Chat Support.
We apologize for the confusion and inconvenience this issue may have caused.
