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Payment issues

I was charged twice

Web or Desktop version

Please make sure you're logged in to the account that you used to make the purchase, then submit a request to support.

Please include a screenshot of the purchase confirmation in your request.

Apple

Please note that Apple may charge you for multiple consecutive purchases, so you may see the amount charged as being higher than expected from a single purchase.

Please check your recent purchases and the charges for them — if you weren't charged immediately after one of the purchases but were subsequently charged a larger amount than expected, then this means that the relevant payment represents the total amount for multiple recent purchases.

If you have any doubts or questions, please get in touch with our Support Team. Please include a screenshot of the purchase confirmation from Apple in your request.

Here's how to find it:

  • Online:
    • Go to reportaproblem.apple.com.
    • Sign in with your Apple account and password to see a list of your purchases.
    • Open the details of your purchase. The purchase confirmation should include the Order ID, which consists of capital letters and numbers.
  • On your device:
    • Open the App Store app.
    • Tap the Sign-In button or your photo at the top of the screen.
  • Tap Purchase History to see your purchases. You might be asked to sign in.
  • If you're not sure what you were charged for but know the amount of the charge, search for the amount.
  • If you want to view more purchases, tap "Last 90 days" at the top of Purchase History and choose another way to filter your purchases.
  • Open the details of your purchase. The purchase confirmation should include the Order ID, which consists of capital letters and numbers.

For more instructions, please visit this page: https://support.apple.com/en-us/HT204088

Android

Please make sure you're logged in to the account that you used to make the purchase, then submit a request to support.

Please include a screenshot of the purchase confirmation from the Google Play Store in your request. Here's how to find it:

  • Online:
    • Go to the Google Pay website: http://pay.google.com/
    • Sign in to your Google account.
    • Select Activity.
    • Choose your order to view the receipt.
  • Confirmation email:
    • After placing an order on the Google Play Store, you'll receive a confirmation email that includes your order number and receipt.
  • Google Play Store app:
    • Open the Google Play Store on your device.
    • Click on your profile picture in the top right corner.
    • Click on "Payments and subscriptions."
    • Click on "Budget and history."
    • Click on the relevant order to view details about it.

The purchase number typically looks like this: GPA.1234-1234-1234-12345.

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