Unrecognized or Unexpected Charges
If you see a charge on your bank or credit card statement that you don't recognize, or if you were charged after thinking you had cancelled, this guide will help you understand what happened and what to do next.
Identifying a Themeisle Charge
Charges from Themeisle may appear on your bank statement as one of the following:
- THEMEISLE or Themeisle.com
- Stripe (our payment processor)
If you see a charge from one of these, it is likely related to a Themeisle product subscription (such as Neve Pro, Otter Pro, Feedzy Pro, Visualizer Pro, or other premium products).
Common Reasons for Unexpected Charges
Your subscription auto-renewed - All Themeisle subscriptions renew automatically at the end of each billing cycle (yearly for most products). If you didn't cancel before the renewal date, your payment method was charged automatically. You can check your active subscriptions by logging in to your ThemeIsle account.
Cancellation wasn't completed - Sometimes a cancellation may not go through fully. To verify, log in to your ThemeIsle account, click Manage Subscription next to the product, and check if the subscription shows as cancelled in the Stripe portal. See our cancellation guide for step-by-step instructions.
A different payment method was charged - If you updated your payment details, the renewal may have been charged to a different card than expected. You can check which payment method is on file in the Stripe portal by clicking Manage Subscription in your ThemeIsle account.
Multiple products or subscriptions - You may have subscriptions for more than one Themeisle product. Each product renews independently. Check your purchase history to see all active subscriptions.
How to Check Your Charges
- Log in to your ThemeIsle account.
- Review the My Products tab to see all your active subscriptions and their renewal dates.
- Click Manage Subscription next to any product to view billing details in the Stripe portal.
- To download invoices for past charges, see How to download my invoice and receipt.
What to Do Next
If the charge is from a legitimate subscription you forgot about - You can cancel the subscription to prevent future charges. If the renewal was recent, you may be eligible for a refund under our 30-day money-back guarantee.
If you cancelled but were still charged - Please contact our support team with your account email and transaction details. We will investigate and resolve the issue.
If you don't recognize the charge at all - First, check whether someone else in your household or organization may have made the purchase. If you're certain the charge is unauthorized, contact our support team and we will help you resolve it.
If you believe the charge is fraudulent, please also contact your bank or credit card provider to report the unauthorized transaction.