There are a few reasons why you might see an unexpected charge on your Fax.Plus account. Below are the most common scenarios.
You were charged more than the plan price
If the amount charged doesn't match your plan price - for example, you signed up for an $8.99 plan but were charged $90 - this is most likely due to one of the following:
- You selected an annual plan instead of monthly. Annual plans are billed as a single upfront payment, which can be significantly higher than the monthly rate. Check your plan details under Settings to confirm your billing cycle. For more information refer to: Can I switch my billing cycle?
- You have multiple active subscriptions. If you have more than one Fax.Plus account under different email addresses, each may be billed independently. Try signing in with any other email addresses you may have used.
- An international transaction fee was applied by your bank. If you notice a small additional charge (for example, $0.14) alongside your regular Fax.Plus subscription fee, this is not an extra charge from Alohi. Instead, it’s most likely an international transaction fee or currency adjustment applied by your bank or card issuer. Our company is based in Switzerland, and some card issuers may apply international transaction fees when processing payments to foreign businesses. For more information refer to: What can I do to avoid the international fees?
You were charged on a free plan
If you're on the Free plan and still see a charge from Alohi, it's possible that a previous paid plan wasn't fully cancelled, or that the charge is associated with a second account under a different email address. Check your billing history under Settings > Billing, and try signing in with any other email addresses you may have used.
You were billed twice in the same month
If you've noticed two charges in the same billing period, this is most likely related to your subscription renewal cycle and a recent reactivation. When your account becomes inactive, Fax.Plus maintains your fax number for a grace period of 30 days so you have the option to reclaim it. If you reactivate close to your renewal date, the two charges can overlap — one covering the grace period and one for the new billing cycle.
To avoid this going forward, make sure your default payment method is valid so your subscription renews automatically without interruption.
Make sure the charge is from Fax.Plus
Before contacting support, confirm that the charge on your statement is actually from Fax.Plus. We have no affiliation with any other fax service providers, so if the charge shows a different company name, it will need to be disputed directly with that provider.
Fax.Plus charges appear on bank and credit card statements under Alohi. If you don't see Alohi as the merchant name, the charge is not from Fax.Plus.
Still seeing an unexpected charge?
Contact our support team at support@alohi.com with a screenshot of the charge, including the date, amount, and last four digits of the card used. We'll look into it right away.