I was charged unexpectedly or charged twice
What to check before reporting an unexpected charge, and exactly what we need in order to find it and refund a duplicate.
We can look up any charge and refund genuine duplicates. To do that we need to find your account first, and that is where most of the delay comes from.
Check these first
Is the charge actually from Poke Alerts? There are other Pokemon alert services with similar names, and people regularly bring us charges from a service called Poke Pingz. Check the merchant name on your statement and the sender of the receipt email. If it is not Poke Alerts, we have no record of it and cannot cancel or refund it.
Do you have more than one membership? Buying again to fix an access problem is common, and it leaves two active subscriptions. If so, say that up front and we will cancel the extra and refund the duplicate.
Is it a renewal you forgot about? Check your orders for the billing date and amount.
What we need from you
Open a ticket in #📩・create-ticket, choose Subscription & Access, and include as much of this as you can:
- every email address an account could have been created under, including Apple and iCloud addresses
- the date and amount of the charge
- a screenshot of the receipt or bank line if you have one
Providing the emails up front is the single biggest thing that speeds this up. Without them we are searching blind.
Refunds
Duplicate charges get refunded. For anything else, tell us what happened and we will look at it properly.