Duplicate charges happen, usually when a payment appears to fail and is retried while the first is still processing.
WHAT TO DO
- Check your bank statement and confirm two separate debits, rather than one debit and one pending authorisation. Pending authorisations that never complete drop off by themselves within a few days.
- Open a ticket with both transaction references, dates and amounts, and the invoice number.
- We will verify and resolve it.
HOW IT IS RESOLVED
Either a refund to the original payment method, or account credit applied against future invoices, whichever you prefer. Card refunds can take several working days to appear, depending on your bank.
WHAT NOT TO DO
Do not raise a chargeback with your bank as a first step. A chargeback is a formal dispute that costs us a fee and typically results in the account being suspended pending resolution, which is the opposite of what you want. Ask us first; we resolve genuine duplicates without argument.
PREVENTING IT
If a payment appears to fail, check Billing > My Invoices before retrying. If the invoice already shows Paid, it succeeded.
