Unrecognized or Unexpected Charges

If you received a Themeisle charge, renewal email, failed-payment notice, or overdue-payment reminder that you do not recognize, this guide will help you verify whether the subscription is legitimate and what to do next.

Identifying a Themeisle Charge

Themeisle billing notices may appear as:

• A charge on your bank or credit card statement
• A renewal reminder email
• A failed-payment or overdue-payment email

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 one of these notices, it is likely related to a Themeisle product subscription (such as Neve Pro, Otter Pro, Feedzy Pro, Visualizer Pro, Revive Social, or another premium product).

If You Received a Failed-Payment or Overdue-Payment Notice

A failed-payment or overdue-payment email does not always mean the notice is fraudulent. It can also mean that an active auto-renewing subscription tried to renew, but the payment method on file could not be charged.

This can happen even if:

• You have not used the product recently.
• The plugin was deactivated or uninstalled.
• You expected the subscription to end automatically.

Removing a product from your WordPress site does not cancel the subscription. If auto-renewal is still active, renewal attempts and reminder emails can continue until the subscription is cancelled.

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.

GitHub Student Pack or promotional offer expired — If you signed up through the GitHub Student Pack or a similar promotional offer, the subscription required a payment method at checkout and renews automatically at the standard rate when the promotional period ends. Promotional access does not cancel automatically when the benefit expires. Log in to your ThemeIsle account and click Manage Subscription to cancel, or see how to request a refund if a renewal charge was already collected.

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.

The subscription is under another email address - Billing emails may still be sent to the original purchase email, a previous account email, an alias, or a company billing inbox even if you now log in with a different address.

The product was uninstalled or no longer used - Deleting, deactivating, disconnecting, or not using a product on your WordPress site does not cancel the subscription. Renewals continue until you cancel from your ThemeIsle account using Manage Subscription in the Stripe portal.

Check Whether the Subscription Is Under Another Email Address

Before treating the notice as unauthorized, check whether the subscription may be tied to:

• The email address originally used to purchase the product
• An older email address that was later changed on your account
• Another personal email or alias that forwards to your current inbox
• A shared company, organization, or billing mailbox
• A previous teammate or billing contact who managed the purchase

If you have access to those inboxes, search for Themeisle receipts, invoices, renewal reminders, welcome emails, or license emails.

Safely Verify the Subscription

⚠️ Warning: If the email looks suspicious, do not click links inside the message. Open your browser and go directly to https://store.themeisle.com/ to check your account safely.

1. Log in directly to your ThemeIsle account.
2. Review your active products, subscriptions, and purchase history for the product name and renewal amount mentioned in the email.
3. Click Manage Subscription next to the matching product to open the Stripe portal and confirm the subscription status, billing amount, payment method, and invoice details.
4. Compare the details in your account with the notice you received, including the product name, amount, invoice date, and the domain or website where the license is or was being used.
5. If you need copies of past invoices or receipts, see How to download my invoice and receipt.

What to Do Next

If the notice matches a legitimate subscription you forgot about - You can cancel the subscription to prevent future renewal attempts. If a payment was already collected recently, 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 do not see the subscription in your current account - Check old inboxes, aliases, previous billing contacts, past receipts, invoice emails, and the domains where the product may have been used. The subscription may be tied to a different email address or team account.

If you still don't recognize the charge or notice - First, check whether someone else in your household or organization may have made the purchase. Then contact our support team and include:

• The product name mentioned in the notice
• Any email addresses that may be tied to the purchase
• The domain or site URL where the product may have been used
• The invoice number, notice date, renewal amount, or email subject line
• Any transaction or payment details you have available

If you believe the charge is fraudulent, please also contact your bank or credit card provider to report the unauthorized transaction. However, if you recognize the charge as a ThemeIsle subscription and simply want a refund, contact our support team first — opening a bank or PayPal dispute can delay or block a direct refund.