If a subscription renewed unexpectedly, turn off the next renewal first. Then ask the seller for a refund in writing and keep the records. If you never agreed to the charge, or the seller billed you after you canceled, contact the payment provider promptly.

A renewal you forgot about isn't automatically fraud. If you approved the subscription, the outcome may depend on the signup terms, your cancellation record, the seller's refund policy, and the payment method.

This guidance is for U.S. consumers. Credit cards, debit cards, prepaid cards, bank debits, and payment apps can have different dispute procedures.

Start by identifying the problem

There isn't one process for every subscription complaint. Match the action to what happened:

The FTC's announcement about the Negative Option Rule discusses automatic renewals, free trials, continuity plans, and other negative-option offers. It addresses material terms, consent, and cancellation.

Don't treat that announcement as a universal seven- or 30-day reminder rule for every subscription. A missed reminder doesn't automatically decide whether a charge was authorized or whether a refund is due. Check the terms shown at signup, the seller's conduct, applicable law, and the payment rail involved.

Stop the next renewal

Find the company that billed you

Start with the receipt, account settings, and card or bank statement. The name on the statement may not be the brand name you remember. An app store, marketplace, or payment intermediary may have processed the payment, so check that account's subscription settings too.

Write down:

• Merchant or billing platform
• Subscription name and account email
• Renewal amount and date
• Next scheduled billing date, if shown

Turn off auto-renewal

Use the subscription or billing page and save a screenshot of the cancellation screen. If there isn't a cancellation option, contact support by email, chat, or another method that leaves a record.

Deleting an app or closing a profile doesn't necessarily cancel recurring billing. Look for a confirmation, reference number, or status showing that auto-renewal is off. If the next billing date is near, submit the cancellation now instead of waiting for support to answer.

Get the cancellation in writing

Send a message that clearly asks the seller to stop future charges. One message can also request a refund for a charge that has already posted:

I am requesting cancellation of my [subscription name]. Please confirm in writing that auto-renewal is off and that no further recurring charges will be made. A charge of $[amount] posted on [date]. Please review my request for a refund because [brief reason]. My account email is [email]. Please reply with the cancellation date and refund decision.

Don't include your full card number, password, or a one-time security code. The last four digits are usually enough to identify the transaction.

Request the refund separately from cancellation

Cancellation normally addresses future billing. It doesn't necessarily reverse a charge that has already posted. Explain the specific facts, for example:

• You canceled before the renewal date.
• The seller charged you after confirming cancellation.
• The amount or renewal interval differed from the signup terms.
• You didn't agree to the subscription or trial conversion.
• The seller charged you more than once.

Not using the service may support a goodwill refund request, but lack of use alone doesn't show that the charge was unauthorized.

When to contact the payment provider

Use the phone number on the back of your card or the provider's official app. Describe what happened and ask which dispute process applies. Accurate wording matters:

• Never authorized: You didn't sign up or approve the recurring charge, or you don't recognize the transaction after checking with other account users.
• Charged after cancellation: You initially agreed to the subscription but canceled before the disputed renewal.
• Incorrect amount or terms: The seller billed a different amount, price, or billing interval from the one presented at signup.
• Forgotten renewal: You authorized the subscription but missed the renewal. Ask the seller for a refund first rather than calling it an unauthorized transaction solely because you didn't notice it.

Credit card and debit card procedures can differ, including deadlines and documentation. If the payment came from a bank account, prepaid card, payment app, or another service, identify that payment method when you contact the provider. Rules for a credit-card billing dispute don't automatically apply to an ACH debit or peer-to-peer payment.

The FTC's sample letter for disputing credit and debit card charges advises consumers to report an error promptly, contact the card company, and keep the originals of supporting documents. Follow your provider's instructions about whether to submit the dispute by phone, online, or in writing. Send copies when requested.

If the seller promises a refund after you've opened a dispute, ask when and how it will be issued. Tell the payment provider about the promised refund so the account isn't credited twice.

Keep evidence in one place

Save:

• Original receipt or confirmation email
• Checkout page or terms showing the price and billing interval
• Consent screen, including trial or promotional terms
• Renewal notices and price-change emails
• Cancellation request and confirmation
• Screenshots of difficult-to-find or unavailable cancellation controls
• Card or bank statement showing the charge
• Chat transcripts, emails, case numbers, and the seller's refund response

For phone calls, note the date, time, representative's name, and what the representative promised. Redact unrelated personal and financial information before sending documents.

The terms may change after signup. Save the version or screenshot that was available when you enrolled rather than relying only on the seller's current terms. That record can help if the seller says you never canceled or that the renewal terms were clearly displayed.

If the seller refuses the refund

Ask for the decision in writing, including the policy or term the seller relied on. If the response ignores your cancellation date, the charged amount, or the terms shown at signup, reply with those specific facts and attach the relevant records.

You can then contact the card issuer or other payment provider if the transaction fits its billing-dispute or unauthorized-charge process. Start promptly; provider procedures have their own deadlines. A dispute isn't an automatic refund. The provider may investigate and ask you or the seller for supporting records.

If the conduct appears deceptive or affects many customers, use the FTC contact page to find the appropriate reporting route. An FTC report may help the agency identify a business practice, but it doesn't replace a refund request to the seller or a payment dispute with your provider.

If the provider rejects the dispute, ask why and whether it offers an internal review or complaint process. Keep the decision and the dates of any follow-up with your evidence.

Common questions about automatic renewals

Does deleting the app cancel the subscription?

Not necessarily. Cancel through the account or billing platform where you purchased the subscription, turn off auto-renewal, and save the confirmation.

Does a company have to send a reminder before every renewal?

Don't assume that every subscription has the same reminder requirement or timing. The signup disclosure, applicable federal and state rules, and the seller's terms may all matter. A missing reminder can support a complaint, but it doesn't by itself establish that the charge was unauthorized or refundable.

Can I dispute a renewal I forgot about?

You can ask the seller for a refund, particularly if the terms were unclear or the charge didn't match what you were shown. If you authorized the subscription, describe it accurately to the payment provider instead of labeling it unauthorized simply because you missed the renewal.

What if I canceled but was charged anyway?

Save the cancellation confirmation, contact the seller, and request a refund plus written confirmation that future billing has stopped. If the seller doesn't correct the charge, give the cancellation evidence to your payment provider and ask about its dispute process. Start with the charge date and the date and time you canceled.