We hear this question often, and there are a small number of common explanations. Walk through each one to figure out which applies to you.
The cancellation didn't fully complete
This is the most common cause. You may have clicked Cancel Plan but not confirmed on the next screen, or the page closed before the confirmation went through.
How to check: Log in to Fax.Plus, go to Settings → Plan & Billing → Plan Details. If your plan still shows as "Active" with a future renewal date, the cancellation did not complete. Cancel again and look for the confirmation email.
Note: A successful cancellation always sends a confirmation email within minutes. If you didn't receive one (check spam too), the cancellation did not go through.
You're on an annual plan and cancelled mid-cycle
If you have an annual plan and you cancel partway through the year, your access continues until the end of the 12-month period you paid for. You will not be charged again at the next renewal, but the existing payment is not refunded.
This is working as expected. You are not being charged again — you are using the time you already paid for. Your next renewal will not happen.
The charge happened on the same day as your cancellation
If you cancelled on or near your renewal date, the renewal may have already processed before the cancellation took effect. Refer to our refund policy for more information.
The charge is from Apple or Google, not from Fax.Plus
Look at how the charge appears on your statement.
- If it says "Apple," "App Store," or "iTunes," your subscription is managed by Apple. You must cancel and request refunds through your Apple ID. We cannot cancel or refund Apple charges.
- If it says "Google," "Google Play," or "GOOGLE *FAXPLUS," your subscription is managed by Google Play. You must cancel through your Google Play account.
See How to cancel my subscription purchased via Apple App Store or Google Play.
You have two Fax.Plus accounts under different emails
This is more common than people expect. You may have signed up with one email, then later used a different email (perhaps a Google or Apple SSO login that created a second account without you realizing). Search your inbox for "Fax.Plus" and check whether there are confirmation emails to a second address.
You're paying for credits, not a subscription
If your charge is a one-time amount (not a recurring monthly subscription), you may have purchased credits rather than a subscription. Credits are not refundable after 24 hours from purchase, and the cooling-off period is voided once any credits are used. See refund policy.
Genuine billing error on our side
In rare cases, a system issue can cause a duplicate charge within seconds of each other. If you see two identical charges from "Alohi" within the same minute, that's a billing error and we'll refund one of them. Contact support@alohi.com with both transactions from your bank statement.
What to do if none of these apply
If you've checked all of the above and still believe you were charged in error, contact support@alohi.com from the email on your account. Include:
- The date and amount of the charge.
- A screenshot of the bank or card statement.
- The date you believe you cancelled.
- A screenshot of the cancellation confirmation email you received after completing the cancellation process.
We'll investigate and respond within 24 hours on weekdays.
Important: don't file a chargeback first
If you file a chargeback with your bank before contacting us, the resolution becomes much slower for both of us. Most genuine errors we can refund directly within 1-2 business days. Reach out first.