Before you dispute it, find out which charge it is. In most cases the answer is on an invoice in your account, and the surprise comes from an automatic renewal, a forgotten service or a currency conversion. Ten minutes of checking saves weeks of dispute.
What the charge usually is
| What you see |
Likely cause |
| An amount different from the invoice |
Currency conversion and bank fees. See which currency you pay in. |
| Two identical charges |
One may be only a temporary hold that your bank releases by itself; the other, a repeated payment. See paying twice. |
| A charge after cancelling |
An unfinished request, another service or the domain renewal. See I cancelled and an invoice arrived. |
| A charge on the renewal date |
A card saved for automatic renewal. See renewal and saved methods. |
| A charge you never authorised |
It may be a colleague with access to the account, or fraud on your card. Follow the steps below. |
Step by step
| 1 |
Note the charge as your bank shows it: date, amount, currency and, for a card, the last four digits.
|
|
| 2 |
Open the list of invoices in Meu Interweb and look for a paid one on the same date. The invoice says which services it covered and which method was used.
|
|
| 3 |
See who else has access: colleagues with a sub-account (see how to manage sub-accounts) and services set to renew automatically on a saved card.
|
|
| 4 |
If it is still unexplained, open a support ticket with the date, the amount and the last four digits. Never the full card number, the expiry date or the security code: we do not ask for them and nobody on the team ever will.
|
|
| 5 |
If you think the card was used by someone who is not you, call your bank first to block it and then tell us, so we can check whether any order was placed on your account.
|
|
And the dispute with the bank?
Disputing a charge is your right and, in a case of card fraud, the first thing to do. For every other case, talk to us first: we can nearly always clarify or correct it faster, and you avoid two processes running over the same charge. The bank decides at its own pace, and we do not control what it does.
|
Do not press the pay button again and again to “see if it goes through”. Each attempt can create a hold on the card that is not a charge but eats into your limit for a few days, and a run of declines makes the bank suspicious. See paying by card.
|
|
Have a charge you cannot tie to any invoice? Send us the date and the amount from your statement.
Open a support ticket
|
RECOMMENDED PRODUCT Web hosting with cPanel Domain and SSL included, daily backups and the panel you already know. from 5.940,00 Kz/mo (3-year plan, with coupon) See plans |
Português
English
