Why Was I Charged Twice for My Subscription?

If you've noticed two charges close together or feel like you've been billed twice for the same subscription period, we understand how confusing that can be. Here's a breakdown of why it might happen and how our billing system works.

How Our Subscription Billing Works

All of our subscriptions are billed on a monthly recurring basis. This means:

• Your subscription renews automatically on the same date every month.
• An invoice is created for each billing cycle, regardless of whether the payment goes through successfully at first.
• The billing cycle covers a specific date range (e.g., September 5 – October 5), and payment is due at the start of that cycle.

What Happens When a Payment Fails or Is Delayed?

Sometimes, your payment might not go through right away — maybe your card expired, there weren’t enough funds, or your bank temporarily blocked the transaction. When this happens:

• The system continues to attempt to process the payment until it's successful.
• Even if the payment goes through late, it's still applied to the original billing cycle.
• Then, when your next billing date comes around (which doesn’t change), the next month’s charge is also attempted — possibly just days after the previous one.

Example:

• Your subscription renews on the 15th of each month.
• The August 15th payment fails, but eventually goes through on September 10th.
• On September 15th, your next renewal is processed for the September 15 – October 15 period.

You’re not being charged twice for the same billing period — the two charges are just closer together due to the late payment from the previous cycle.

How to Check Your Invoices

You can view all your charges, payment statuses, and billing periods in your account dashboard under 'Billing/Invoices'. This will help you confirm that each payment corresponds to a different billing cycle.

Still Not Sure?

If you’re unsure about a charge or would like us to review your billing history, don’t hesitate to reach out! We’re happy to help.

Contact us at support@helium10.com