Quick answer: Review your email for order confirmations, check if a trial converted to paid, verify cancellation status, and contact support with your transaction details if the charge is still unclear.
Introduction
We understand unexpected charges can be frustrating. This guide will help you investigate and resolve charges for subscriptions or digital products you didn't intend to purchase.
Before we start: Have your bank/card statement and the email address used for purchase handy.
Common Reasons for Unexpected Charges
Understanding why you were charged can help resolve the issue faster:
- Trial conversion - Your trial period ended and automatically converted to a paid subscription
- Cancellation didn't complete - You started cancellation but didn't follow the provided instructions and/or receive the confirmation
- Renewal charge - Your subscription renewed because it wasn't canceled before the billing date
- Multiple accounts - You have more than one account with different email addresses
- Family member purchase - Someone with access to your payment method made the purchase
- Billing error - Rare, but technical issues can cause duplicate or incorrect charges
Step-by-Step Troubleshooting
Step 1: Identify the Charge
Find the exact details:
- Check your bank or card statement for:
- Charge date and amount
- Merchant name (should show "Great Apps" or specific app name — otherwise the transaction is not associated with Great Apps LLC)
- Transaction ID or reference number
- Search your email inbox for:
- Order confirmation from
@greatapps.co - Receipt or invoice
- "Welcome", "Thank you for your purchase" or access emails
- Order confirmation from
💡 Tip: Check all email addresses you own—you may have used a different one than expected.
Step 2: Check Your Subscription Status
Verify if you have an active subscription:
- Go to our website
- Click "Manage Account" (top right corner)
- Enter the requested details and out team will provide you with your subscription status
Step 3: Review Common Scenarios
Scenario A: "I canceled but still got charged"
- Check if you received a cancellation confirmation email
- Cancellations take effect at the end of your current billing cycle
- If you canceled mid-cycle, you may still have access until the cycle ends
- Action: Submit a refund request if you have confirmation but were still charged
Scenario B: "I didn't know my trial would convert to paid"
- All trials automatically convert to paid subscriptions unless canceled
- Check your trial start date and duration
- Action: Review our Refund Policy - refunds must be requested within 30 days of the first full-price charge
Scenario C: "I see multiple charges for the same product"
- This could be duplicate accounts or payment processing errors
- Check if charges are for different products or subscription periods
- Action: Contact support with both transaction IDs
Step 4: Gather Your Information
Before contacting support, collect:
- Transaction date and amount
- Last 4 digits of the payment method
- Email address used for purchase
- Screenshot of the charge on your statement
- Any cancellation confirmation emails
Contact Support
If you've completed the steps above and still need help:
Include in your message:
- Subject line: "Unexpected Charge - [Your Order Number]"
- All information from Step 4
- Brief description of the issue
- What resolution you're seeking (refund, cancellation, clarification)
Response time: We typically respond within 24-48 hours
Important Notes
⚠️ Refund eligibility: We only issue refunds for first full-price subscription charges within 30 days. Trial, discounted, and renewal charges are not eligible.
⚠️ Cancellation timing: Cancellation requests take effect at the end of your current billing cycle, not immediately.
⚠️ Bank processing: Even after cancellation or refund, it may take 5-10 business days for charges to disappear from your statement.