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You charged me even after I cancelled?

There are a few reasons you might see a payment after cancelling. You can check your server's payments under Renewal invoices on its Billing tab, or all of them under Billing → Invoices in the Fragnet dashboard.

The renewal was paid before you cancelled​

With Auto-renew on, we charge your saved payment method from 3 days before the due date. If you cancelled after that payment went through, the payment for the new period stays as it is. Your server keeps running until the end of that paid period.

Cancelling only stops future renewals. To avoid the next charge, cancel before the date shown next to Auto-renew on the server's Billing tab. See How do I cancel my service?.

An old PayPal subscription is still active​

Some servers were paid by a PayPal subscription set up in our old billing system. Cancelling the server in the dashboard does not stop that subscription: PayPal keeps sending the payments until you cancel it in your PayPal account.

To cancel it:

  1. Log in to your PayPal account.
  2. Open the list of your automatic payments (subscriptions) in your PayPal settings.
  3. Find the payment to Fragnet and cancel it.

Something else​

If none of these explain the charge, or you'd like to ask about a refund, open a support ticket in the Billing category and choose Refund request. Tell us which invoice or payment it's about.