Billing Problems

Got an unexpected charge? Canceled but still charged? Something still off after canceling? Start with the scenario below, or browse every guide directly.

Start with what went wrong

All support guides

• Still Being Charged After Canceling

  You canceled, but a charge still appeared. Here is how to figure out why and what to do next.

• Free Trial Turned Into a Charge

  A free trial converted to a paid subscription. Here is how to identify the cause and decide what to do next.

• Canceled the Service But Apple or Google Keeps Charging

  You canceled on the service's website or app, but Apple or Google is still billing you. Here is how to find out why and where to actually stop the charge.

• Canceled a Membership But Benefits Still Work

  You canceled, but access or perks still appear active. Here is how to tell whether that is normal or a sign something is still billing.

• Deleted the App But Still Being Charged

  Removing an app from your phone does not cancel the subscription behind it. Here is how to find where the subscription actually lives and stop it.

• The Family Plan Manager Controls the Subscription

  You are on a family or shared plan but cannot cancel, change billing, or find the subscription in your account. That usually means someone else is the plan organizer.

• Canceled a Game Subscription But Still Have Access

  You canceled a gaming subscription but can still play online, download games, or use member features. Here is how to tell whether that is normal or a sign the cancellation did not go through.

• Canceled a Plan But Still Owe Money

  You canceled a subscription but were told you still owe a balance or fee. Here is how to figure out why and what your options are.

• Paying for a Delivery Membership You Barely Use

  You are still paying for a fast-delivery membership but your ordering habits have changed. Here is how to figure out whether it is still worth it and what to do next.

• Cannot Find Which Account Has the Subscription

  You are being charged for a subscription but cannot figure out which account, email, or billing path owns it. Here is how to track it down.

• A Streaming Bundle Is Causing the Confusion

  You tried to cancel one streaming service but billing or access is not behaving as expected. The problem may be a bundle that ties multiple services together under one charge.

• Streaming Subscription Is Billed Through Roku or Amazon

  You are trying to cancel a streaming service but the charge comes from Roku or Amazon, not the service itself. Here is how to find the subscription and cancel it in the right place.

• Streaming Subscription Is Billed Through a Phone, Cable, or Internet Provider

  You are trying to cancel a streaming service but the charge is part of your phone, cable, or internet bill. Here is how to find the subscription in your provider account and cancel it there.

• A Credit Card Perk Is Causing the Subscription Confusion

  You have a subscription that came through a credit card benefit, bank perk, or card-linked promotion instead of a normal signup. Here is how to figure out what you actually have and what to do about it.

• PayPal or Wallet Billing Is Causing the Subscription Confusion

  You signed up for a subscription using PayPal or another wallet-style payment method, and now you are confused about where the billing is actually controlled. Here is how to figure out what is happening and where to cancel.

• A Bank Dispute or Chargeback Did Not Cancel the Subscription

  You disputed a subscription charge with your bank or filed a chargeback, but the service still shows your account as active, suspended, or owing money. Here is how to figure out what happened and what to do next.

• Deleting the App Did Not Cancel the Subscription

  You removed the app from your phone, tablet, or TV, but the subscription is still active and billing continues. Here is why that happened and how to actually end the subscription.

• Pausing the Subscription Did Not Cancel It

  You paused, skipped, or put your subscription on hold, but billing started again or never actually stopped. Here is how pause features work, why they are not the same as canceling, and what to check now.

• Removing the Payment Method Did Not Cancel the Subscription

  You removed your card, changed your payment method, or locked your bank card, but the subscription is still active or the service says you owe money. Here is why that did not work and what to do instead.