I cancelled but I was still charged
What to check, and what to send us so we can sort it out quickly.
Last updated
When you cancel on the dashboard, billing stops first. If we cannot stop billing with your card or PayPal, the cancel does not go through and the screen tells you. So after a cancel that says has been cancelled, you should not be charged again.
Check these first
- Sign in and look at your dashboard. A cancelled service shows Cancelled, access until and a date, or it is gone from the list.
- Look at your email for our cancellation email. If you have one, the cancel went through.
- Check the date and amount of the charge on your card or PayPal statement.
- On a 3, 6 or 12 month plan you keep access until the end of the period you paid for. A charge before you cancelled is not a new charge.
If you were charged after you cancelled
Contact us straight away. Tell us the date you cancelled, the date and amount you were charged, and whether you paid by card or PayPal. We will check it and put it right.
If that did not work, contact us and tell us: which service you have (Plex, Emby, Silo or AppBox), which device and app you are using, what the screen says (the exact words), and when it happened. See Contact us.