Sorry for the worry. Here's how to get it looked at quickly.
1. Check what happened
- Did you cancel before or after your billing date? A cancellation takes effect at the end of the period you've paid for. If you cancelled after the renewal date, that charge is for the new period. Membership fees aren't refundable, but you keep access until the end of that period and won't be charged again.
- Did you pause instead of cancel? A pause ends after 3 months, and then billing restarts. See Can I pause my membership?
- Was only part of your plan cancelled? For example, the membership was cancelled but a family add-on was not.
- Do you have a second account under another email?
2. Send us the details
Email [email protected] or send us a message in Messages with:
- your cancellation confirmation (email or screenshot), if you have one
- the date and amount of the charge
- your name, the email on your account, and any other email you may have used
A member of our team will review your case and get back to you. If anything is still active that shouldn't be, we'll cancel it.
See our refund policy.