Seeing duplicate charges? Let's figure out what happened.
Common Reasons for Multiple Charges:
1. Subscription + One-Time Order If you have an active subscription AND placed a separate one-time order, you may see two charges - one for each order.
2. Multiple Subscriptions You may have multiple active subscriptions. Check your subscription portal to see all active subscriptions.
3. Authorization Holds Sometimes banks show temporary authorization holds that look like charges. These usually disappear within 3-5 business days and are not actual charges.
4. Checkout Errors If your checkout process had errors or you clicked "submit" multiple times, duplicate orders may have been created.
How to Check:
- Review your order confirmation emails - did you receive multiple?
- Check your subscription portal at jivenu.com/a/loop_subscriptions/customer
- Look at the charge dates and amounts
If You Were Charged Twice for the Same Order: Contact our support team immediately with:
- Your order number(s)
- The charge amounts and dates
- A screenshot of your bank statement (optional but helpful)
We'll investigate and issue a refund for any duplicate charges within 3-5 business days.
Prevent Future Issues:
- Wait for the order confirmation page to load before navigating away
- Don't refresh or click "submit" multiple times during checkout
- Check your subscription status regularly