There are two common reasons for 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:
Find out about pre-authorisation if it looks like you were charged twice for the same transaction.
2. Family or household member set up a subscription
Another 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 that was neither of the above these charges might be fraudulent and we can investigate further.
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.