Finding two of the same type of charge on your billing statement can be baffling, but your crew at Crunchyroll has you covered! Together, we will explore a variety of common scenarios that may lead to you finding duplicate charges on your account, and quick checks you can conduct prior to reaching out to our support team:
Delayed payment processing
An instance to consider when viewing confusing charges is that there may be a delay in payment processing, as the amount of time each payment is processed will vary. Rest assured, if this is the case, we’ll do the work for you! Our system will automatically retry the purchase several times within a 30-day period. If the payment is received within this timeframe, your membership will remain active and renew as usual. The same applies if you pay through PayPal, and will be retried if unprocessed within a 15-day grace period. Although it may appear as being billed twice, you will only be charged for a single billing cycle.
Multiple recurring subscriptions
A common occurrence to these duplicate charges is the possibility that you have two separate accounts with active subscriptions, leading you to be charged twice. It's important to note that you might not be aware of having a second account. To resolve this, consider canceling one of the subscriptions and continue using the other account. Still unsure whether duplicate accounts may be the cause of duplicate payments? We recommend checking your emails for Crunchyroll-related messages, or contacting us for assistance!
System error
Occasionally, a system error may occur, leading to duplicate charges. If this happens, rest assured that our team is working to rectify the issue and ensure it doesn't happen again. If you prefer getting in touch with us to determine if the issue was solved, feel free to contact us for confirmation!
If you have noticed that you have been double-charged, please contact us with the following information:
- The amount charged:
- The date of the transaction:
- The currency type: USD, Canadian, Euro, etc.
- If you are being billed from a credit card:
- Your full name as it appears on your credit card
- The brand of your credit card (e.g. Visa)
- The last 4 digits of your credit card number
- The expiration date of your credit card
- The billing zip code of your credit card
If you are being billed through PayPal:
- Please log in to your PayPal account to view your subscriptions on Autopay and select Crunchyroll subscription.
- Scroll down to billing details, and provide the Billing ID, the primary email address on your PayPal account, and the full name on the PayPal account.