billing
I was charged incorrectly
What to do if you think there is a problem with a FamilyCaseHub billing charge.
Check your subscription tier
First, confirm which plan you are on:
- Go to Settings > Billing > Subscription
- Review your current plan and its monthly or annual price
- Compare this against the charge on your bank statement
Check your billing cycle
FamilyCaseHub bills on the same date each month (or year for annual plans). Common reasons a charge may look unexpected:
- Annual renewal if you are on a yearly plan and forgot the renewal date
- Currency conversion fees added by your bank (not by us)
Your full billing history is available at Settings > Billing > Invoice history.
Ask us to review the charge
If you believe the charge is genuinely incorrect:
- Submit a support ticket with the subject “Billing query”
- Include the date and amount of the charge
- Include any invoice, receipt, or screenshot that helps identify the payment
- Explain why the charge looks wrong to you
If a refund or correction is due, we will confirm the outcome and next steps by support reply.
Duplicate or unexpected charges
If you see more than one charge, or a charge you do not recognise:
- check whether one entry is still pending with your bank or card provider
- compare the charge against your FamilyCaseHub billing history
- submit a support ticket if anything still looks wrong
We will investigate and tell you whether the charge is valid, pending, duplicated, or needs correction.