This almost always has one of four causes. First, find out who charged you: look for the company name on your bank or card statement.
| The charge says | Who can stop it |
|---|---|
| Passionflix | We can. Follow cause 1 to 4 below, or email us. |
| Apple, Google Play, Amazon or Roku | Only that store. Passionflix can't stop or refund these charges. |
Cause 1: You cancelled in a different place than you pay
Cancelling on passionflix.com only stops a web subscription. It does nothing to an Apple, Google Play, Amazon or Roku subscription, and the reverse is also true.
Fix: cancel where the charge comes from, using the steps in How do I cancel my subscription?
Cause 2: You have two subscriptions
This happens when you subscribed on the web and later in an app, or created a second account with another email address.
Fix: check each place you might pay (your web account's My Plan, your Apple, Google, Amazon and Roku subscriptions) and cancel the one you don't want. If you think you have two Passionflix web accounts, email us and we'll find them and cancel the extra one so it doesn't renew.
Cause 3: You deleted your account but not the store subscription
Deleting your Passionflix account doesn't cancel an Apple, Google Play, Amazon or Roku subscription. The store keeps charging.
Fix: cancel in the store. You don't need a Passionflix login to do that.
Cause 4: The renewal was taken before you cancelled
If you cancel less than 2 days before your renewal date, the next payment may already have gone through.
Fix: check the date of the charge against the date you cancelled. Your subscription won't renew again.
What happens next
- We don't refund a billing period that has already started, but we'll make sure nothing renews. See Can I get a refund?
- Charges from Apple, Google Play, Amazon or Roku can only be refunded by them. The refund article has links.
- If you don't recognise the charge at all, or think your card was used without permission, email us right away.
Still stuck?
Email support@passionflix.com with:
- the email address you sign in with (and any other email you might have used)
- the date and amount of the charge, and the company name on it
- the last 4 digits of the card, or the store's order or receipt ID
Never send your full card number or your password.