> For the complete documentation index, see [llms.txt](https://btwb.gitbook.io/btwb/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://btwb.gitbook.io/btwb/subscriptions/your-subscription/double-charges.md). # Double Charges Learn how to identify and resolve double charges in the BTWB app. This step-by-step guide helps you confirm duplicate payments, report the issue, and ensure a quick resolution. ### Overview Sometimes users may notice duplicate charges on their account. While rare, this can happen due to processing delays or accidental repeat transactions. This guide walks you through how to verify, report, and resolve the issue quickly. *** ### Step 1: Confirm the Double Charge * Open your **bank or card statement**. * Look for transactions labeled **BTWB** that appear twice with the same amount. * Ensure they are not simply **pending holds** (which may drop off automatically within a few days). *** ### Step 2: Check Your BTWB Billing History * Open the **BTWB app**. * Navigate to **Settings > Billing**. * Review your subscription/payment history. * Confirm whether the same payment is recorded twice. *** ### Step 3: Contact Support If you have verified a duplicate charge: * Go to **Settings > Help & Support** in the app. * Select **Report a Billing Issue**. * Provide: * Date(s) of the duplicate charges. * Screenshots of your bank/credit card statement (redact sensitive information). * Your account email. *** ### Step 4: Resolution Timeline * Our support team will review your case within **1–3 business days**. * If a duplicate is confirmed, a **refund will be issued** to your original payment method. * Refund processing may take an additional **5–10 business days** depending on your bank. *** ### Tips & Notes * **Pending Charges**: Some “double charges” are just pending authorizations. These usually clear automatically within a few days. * **Update Payment Method**: If issues persist, try updating your card details under **Settings > Billing > Payment Method**. * **Contact Your Bank**: If a duplicate charge is not refunded within 10 business days, contact your bank directly for assistance. *** ✅ By following these steps, you can quickly identify and resolve duplicate charges, ensuring uninterrupted access to BTWB services. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://btwb.gitbook.io/btwb/subscriptions/your-subscription/double-charges.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.