Why Was I Charged Twice for Optimole?

If you see two Optimole charges on your bank statement or in your email inbox, it does not always mean the same subscription was billed twice. This guide explains the most common causes and helps you identify which situation applies to your account so you can take the right next step.

In this article

• Common causes of two charges
• Step 1: Check your invoices and order history
• Step 2: Check for multiple active subscriptions
  • If you find an unintended second subscription
• If one charge is an automatic quota upgrade
• If the same purchase appears to have been processed twice
• Refund eligibility
• How to avoid duplicate billing in the future

Common causes of two charges

There are four main reasons two Optimole charges can appear:

• Two separate subscriptions — completing more than one checkout session creates a separate subscription each time, even for the same plan and the same email address.
• Renewal plus an automatic quota upgrade — when a paid plan exceeds its monthly visit quota, Optimole automatically upgrades it and FastSpring issues a separate prorated charge in addition to your regular renewal.
• A genuine duplicate transaction — in rare cases, a single purchase is processed twice by the payment system.
• A forgotten subscription renewal — a subscription you intended to cancel has renewed for another period.

Step 1: Check your invoices and order history

Start by reviewing your billing records to understand what each charge is for.

1. Log in to the Optimole Dashboard.
2. Go to Settings, then open the Billing section.
3. Review your invoices. Note the dates, amounts, plan names, and order IDs for each charge.
4. Open the FastSpring billing portal by clicking Manage subscription under your active plan.
5. In FastSpring, check both the Orders tab and the Subscription tab. Compare the dates, amounts, and order IDs to the invoices you reviewed.

If the two charges have different order IDs and different descriptions, they correspond to two separate billing events — not a single payment processed twice.

Step 2: Check for multiple active subscriptions

Completing multiple checkout sessions creates independent subscriptions in FastSpring, even if you used the same account email and selected the same plan.

1. In the FastSpring billing portal (accessible from Settings › Manage subscription in the Optimole dashboard), open the Subscription tab.
2. Look for more than one active Optimole subscription.

If you find an unintended second subscription

Cancel the subscription you do not want to keep. This stops future renewals for that subscription.

⚠️ Important: Do not cancel both subscriptions unless you want to stop using Optimole entirely. Cancel only the duplicate, and confirm that the subscription you want to keep remains active.

For step-by-step cancellation instructions, see How can I cancel my plan?.

Cancelling a duplicate subscription stops future renewals but does not automatically issue a refund for the charge already made. If the charge is recent and you believe you are eligible for a refund, see Refund eligibility below.

If one charge is an automatic quota upgrade

If you are on a paid plan and your site exceeded its monthly visit quota, Optimole automatically upgrades your subscription to the next plan tier. FastSpring issues a separate prorated charge for this upgrade, which can appear shortly after — or even weeks after — your most recent renewal.

This means two legitimate charges in the same billing period are possible: one for your regular renewal and one for the quota upgrade. This is not an error.

For full details on how to verify an automatic upgrade charge and what to expect, see What happens if I exceed plan limits?.

If the same purchase appears to have been processed twice

If both charges have the same amount, the same date, and appear to relate to the same plan without any subscription differences, you may be looking at a genuine duplicate transaction.

In this case, Optimole support must review your account-specific billing records. Contact Optimole support and include:

• Your Optimole account email address
• Your site URL or domain
• The dates and amounts of both charges
• The FastSpring order IDs from your invoice or charge confirmation emails
• Screenshots of both charges if available

Refund eligibility

Refunds are reviewed on a per-account basis and are subject to the standard refund policy. If you believe a charge was issued in error or you have an unintended duplicate subscription charge you would like reviewed, contact Optimole support with the billing details listed above.

For full refund terms, see How to Request a Refund?.

How to avoid duplicate billing in the future

• Before purchasing a new plan, log in to your existing Optimole account and check whether you already have an active subscription under Settings › Manage subscription.
• Always use the same email address when purchasing or logging in to avoid creating parallel accounts.
• After completing any checkout, confirm in the FastSpring Subscription tab that only one active Optimole subscription is listed.
• If you no longer need a subscription, cancel it promptly to avoid unexpected renewals.