Open a ticket with billing and reference both charge dates or transaction IDs; we'll verify and refund the duplicate. Don't dispute it with your bank first.
Check your /invoices page before you do anything else. If it shows one invoice marked paid and no second invoice, the duplicate may be a processing-side issue rather than a duplicate service. If it shows two separate invoices for the same service and period, that's the case to bring to billing.
Common causes
- Retry after a false decline. Your bank flags a renewal as suspicious, declines it, then approves a near-simultaneous retry. Both attempts can post to your statement even though only one succeeded on our side.
- Duplicate order submission. If you submitted an order form twice (double-click, page refresh after the first submit, or reopening a saved checkout link), you may have created two separate services or two invoices for the same one.
- Cycle switch overlap. If you changed your billing cycle around the same time as a renewal, a charge tied to the new cycle and the old cycle's charge can land close together and look like a duplicate when they're actually two different things. See monthly vs. annual billing cycles for how billing cycle changes are handled.
- Two payment methods on file. If you have more than one card saved and both are set to auto-charge for different reasons (one was a previous default), a renewal can hit both. Check
/account→ Payment methods, or the "Cards on file" section at the bottom of/invoices, and make sure only one card carries theDEFAULTchip.
What to check before opening a ticket
- Pull up
/invoicesand filter by Paid. Note the invoice numbers, amounts, and dates for both charges. - Check your bank or card statement for the exact transaction dates and last 4 digits of the card used. If the two charges are on different cards, tell us that up front. It changes which refund path applies.
- Confirm whether the charges are for the same service and period, or two different things that happen to look alike (for example, hosting renewal plus a separate domain renewal that landed the same day). Only the former is a duplicate.
How to get it resolved
Open a ticket with billing and include:
- Both invoice numbers (or the transaction dates if only one shows in
/invoices). - The amount charged each time.
- Whether the same card was used for both.
We'll check the payment records and confirm which charge was the duplicate. If you were charged on two different cards for the same renewal, we can also update your default card afterward so it doesn't happen again. If you'd rather set a single clear default now, see updating your billing information for how to add, remove, or set a default card.
If the duplicate turns out to be two genuinely separate services (say, an accidental second order for the same plan), we can help you cancel the one you don't need. General refund eligibility is covered in our refund policy.
When to contact support
Route this through a billing ticket rather than a chat message. Resolving it requires cross-checking payment records against your account, and a ticket keeps that trail. Don't paste full card numbers into the ticket. If you already opened a dispute with your bank before contacting us, let us know.