I was charged and did not expect to be
The common causes, how to check which one applies to you, and what we will do about each.
1 min read
Check which of these it is
- Your trial ended. The trial is seven days and the charge lands on day seven. The email we sent three days earlier gives the exact date. If this is you and you meant to cancel, cancel now so there is no second charge, and read the refund article.
- A duplicate subscription. Very rarely a signup creates two subscriptions, for example after signing out and back in during checkout. If your Account page shows two plans or your card shows two charges on the same day, email us. We refund the duplicate in full, no questions.
- You were charged but Allen says your subscription is inactive. That is a sync problem on our side, not yours. Email us and we will fix the account and make sure you are not out of pocket.
- A plan change. Upgrading mid-month charges the prorated difference immediately. That line on your statement is normal.
- A credit pack. Packs are one-time charges of $37 or $67 and show separately from your plan.
What to send us
Email support@tryallen.ai from the address on your account with the date and amount of the charge and the last four digits of the card. We can see Stripe on our side and sort it out from there.
Related questions
Still stuck?
A person will answer.
Allen is built by a small team and we read every message. Business-day replies usually come within a few hours.