I was charged unexpectedly or charged twice

We can look up any charge on your account. 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 alert services with similar names. 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.

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.

Two memberships

Where a second membership was bought by mistake, we cancel it and credit the equivalent membership time to the account you are keeping. That is a credit of time rather than a refund.

For anything else, tell us what happened and we will look at it properly. See How refunds work.