Unknown transaction

There are two common reasons which will explain unrecognised payments.

1. Forgotten recurring subscription
When you purchase 1, 3 or 6 months membership via Credit Card or PayPal you enter into a recurring agreement, as explained in our T&Cs.

If you are receiving more than one charge on your bank statement the likelihood is you have set up a subscription on multiple accounts, if that's the case:

If it looks like you were charged twice for the same transaction find out about pre-authorisation.


2. Family or household member set up a subscription
The most common reason for unrecognised payments is where a family or household member has made a payment without the bill payer's permission.

If this has happened you can cancel the subscription.


Payments are fraudulent

If you have received a receipt for a purchase made on your account that was not you, please make sure you secure your account.

If you believe these charges are fraudulent, we will be happy to investigate further.

contact us
Due to high contact volumes, we might not be able to respond within our usual response times.
Please hang tight, we will get back to you as soon as possible.
Thank you for your patience, stay safe.


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