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Why was I double-charged?

  • Updated

If you see two charges for the Lift subscription, it may be due to the following reasons:

1. Web Subscription vs. App Store Subscription

You might have purchased a subscription via our website and later signed into the app using "Sign in with my Apple ID." This can lead to two different subscriptions linked to the same email but with different login methods.

After seeing an ad on Instagram, you may have gone to our website and bought this subscription, linking it to the email address you used during registration. To use this subscription, you need to sign in to the app using "Sign in with Email." However, sometimes users choose "Sign in with my Apple ID," potentially using the same (or hidden) email. In this case, the app doesn’t recognize the web subscription and prompts you to purchase another subscription via the App Store, which also includes a one-week trial. The result is two different subscriptions linked to the same email but with different login methods.

How to Check:

  • Look for two different merchant names on your bank statement: "get-lift" for web purchases and "apple.com/bill" for in-app purchases.

2. In-app subscriptions for Content Creation Tools and Learning Guides

Our app provides tools for creating content included in the main subscription and learning guides requiring their separate subscription. Sometimes users subscribe to both, thinking they are being double-charged for the same service.

How to Check:

  • Check your subscriptions under Apple ID - Subscriptions - Lift. The learning guide subscription will be labeled as "Education materials."

3. Web Subscription with Instagram Guide Purchase

When registering on our website, users may purchase the Instagram guide along with a monthly subscription. The Instagram guide is a one-time purchase, not part of the subscription. Thus, users may believe they are being charged for the monthly subscription despite the promised one-week trial.

How to Check:

  • Verify the separate charge for the Instagram guide on your bank statement or email confirmation.

4. Weekly Subscription Misunderstanding

Our app offers weekly, monthly, and annual subscriptions. Sometimes users with a weekly subscription report being charged again after two weeks, thinking they have already paid for the month. Upon checking, their account shows a weekly subscription.

How to Check:

  • Verify your subscription type under Apple ID - Subscriptions - Lift - See all plans. You can change your subscription plan from this section if needed.

How to Resolve Double-Charging Issues

If you believe you have been double-charged, please reach out to our Support Team via email at support@lift.bio and include invoices for both charges in your email.

Conclusion

Please check your bank statement to verify your subscription type and login method to ensure you are not accidentally subscribing to multiple plans. If you need further assistance, our Support Team is here to help.

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