FAQs
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Charged twice by Tradefox
If you see two charges from Tradefox on your bank statement, it’s usually due to a “pending” authorization hold or having multiple active subscriptions. Follow these steps to identify the cause and resolve the extra charge.
Common reasons for double charges
1. Authorization holds (Pending charges) When you start a subscription or update your payment details, your bank may place a temporary “authorization hold” to verify the card is active.
- This appears as a “pending” charge and usually disappears within 3–5 business days.
- Only the “posted” or “completed” transaction is an actual charge.
2. Multiple accounts You may have accidentally created two Tradefox accounts using different email addresses (e.g., one with a personal Gmail and one with a school or work email).
- Check your inboxes for two different welcome emails or receipts.
- If you have two accounts, you will need to sign in and cancel the one you don’t need.
3. Multiple subscription methods If you recently switched from billing via our website to billing via the Apple App Store or Google Play Store, you might have two active billing paths.
- Check your phone’s subscription settings and your Tradefox web account to ensure only one is active.
How to request a refund
If you’ve confirmed that you were billed twice for the same account in a single billing cycle:
- Find your Invoice IDs: Log in to tradefoxapp.com and go to Account Settings > Billing History. Note down the date and amount of both charges.
- Contact Support: Email us at billing@tradefoxapp.com.
- What to include:
- The email address associated with your account.
- Screenshots of the two charges on your statement (please blur out your full card number for security).
- A brief note explaining that you were double-billed.
Note: Refunds typically take 5–10 business days to appear in your bank account once processed by our team.
Third-Party Billing (App Stores)
If your Tradefox subscription is managed through Apple or Google, we cannot issue a refund directly because they handle the transaction.
- For iPhone/iPad: Request a refund through reportaproblem.apple.com.
- For Android: Request a refund through the Google Play Help Center.
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