I’m being charged but can’t find the account, or cancelling didn’t work
Most of the time this happens because the charge belongs to a different Xtensio account from the one you’re looking at. Common cases:
- You signed up twice, with a work email and a personal email, or with Google and with email.
- A colleague who has since left signed up with the company card.
- You bought it under another email address.
- You have more than one subscription, so cancelling one leaves the other running.
First, check the other email addresses
Look in each inbox you might have used for an email from Xtensio or a Stripe receipt. Sign in with that address and open Billing in the menu under your initials to see or cancel the plan.
If you can’t find it, we’ll find it for you
Email help@xtensio.com with:
- The last 4 digits of the card that was charged.
- The date and amount of the charge.
Please don’t send the full card number. With those details we can find the subscription, whichever account it sits on, and cancel it.
If the Cancel button gave you an error
Email help@xtensio.com and tell us which account you were trying to cancel. We’ll cancel it for you and confirm by email. You won’t lose access before the end of the period you’ve paid for.
Charged within the last 48 hours?
If you didn’t mean to renew, we can refund a payment made within the last 48 hours. See Refunds, renewals and cancelling.
Related: Refunds, renewals and cancelling · Signing in · Delete your account