Seeing duplicate charges? Let us figure out what happened.
Common Reasons for Multiple Charges:
1. Subscription + One-Time Order If you have an active subscription and also placed a separate one-time order, you will see two charges, one for each order.
2. Multiple Subscriptions You may have more than one active subscription. Check your subscription portal to see all active subscriptions.
3. Authorization Holds Banks sometimes show temporary authorization holds that look like charges. These usually disappear within a few business days and are not actual charges.
4. Checkout Errors If checkout had errors or "submit" was clicked more than once, duplicate orders may have been created.
How to Check:
- Review your order confirmation emails. Did you receive more than one?
- Check your subscription portal at https://sub.jivenu.com/login
- Compare the charge dates and amounts
If You Were Charged Twice for the Same Order: Email hello@jivenu.com with:
- Your order number(s)
- The charge amounts and dates
- A screenshot of your bank statement (optional but helpful)
Billing errors on our end are always made right. We will confirm the duplicate and refund it to your original payment method.
Note on Subscription Renewals A scheduled renewal is not a duplicate charge. Renewals that have already been charged cannot be cancelled or refunded, because fulfilment starts immediately. Cancelling in the portal stops future renewals.
Prevent Future Issues:
- Wait for the order confirmation page to load before navigating away
- Do not refresh or click "submit" more than once during checkout
- Watch for the reminder email we send 3 days before each renewal