Most subscription and billing issues come down to a few common patterns: duplicate charges, paywalls after payment, unexpected price changes, or charges after cancellation. Find the situation that matches yours below and follow the steps.
📌 Before you start: most subscription problems are caused by being signed into a different account than the one holding your subscription, or by confusion about where you originally subscribed. To check your billing platform, open the Beside mobile app, go to Settings, then Manage Your Plan.
Two charges or two active subscriptions
If you see two charges on the same day or two active Beside subscriptions, one of these situations is likely what happened.
⚠️ Important:
Apple/Google does not allow Beside to cancel, change, or refund App/Google Play Store subscriptions. If you can't find Beside in your store subscriptions, check that you're using the same Apple ID / Google account you used when you first subscribed.
Beside cannot issue refunds for Apple or Google Play subscriptions. Those must be requested directly from Apple or Google.
You switched from App Store to web billing
If you used the Switch to Web Billing option and completed the web checkout but did not cancel your original Apple or Google subscription, you are now being billed by both.
Cancel your App Store or Google Play subscription (we cannot do this for you).
Request a refund for the duplicate charge from Apple or Google.
You resubscribed after a billing issue
If your previous subscription was cancelled because of a failed payment and you resubscribed, especially to a different cycle (monthly instead of yearly or vice versa), Apple/Google may have automatically reactivated the old plan at the same time. The result is two charges on the same day.
Identify which subscription you want to keep.
Cancel the other via your Apple or Google account.
Request a refund from Apple or Google for the duplicate charge.
You have a legacy plan and a new plan at the same time
If you were on an older plan and later subscribed to a newer one, Apple may treat them as separate and keep both active.
Decide which plan you want to keep.
Cancel the other via your Apple account.
If you have already been charged for the duplicate, request a refund from Apple.
You paid but still see a paywall
If your subscription went through but the app still blocks you, try these steps in order.
In the Beside mobile app, go to Settings, then Manage Your Plan, then tap Restore Purchase. This re-syncs your subscription and fixes most of these cases, especially after switching devices or reinstalling the app.
Confirm you are signed in with the same log in method you used when you subscribed. If you are using a different one, the subscription will not be recognized.
Check if you have a second Beside account. If you logged back in with different credentials (for example Apple ID versus phone number), you may have accidentally created a second account without your subscription.
If none of the above works, contact us with a screenshot of your Apple, Google, or Stripe receipt and we will investigate.
You were charged after canceling
If you see a charge after you thought you cancelled, one of these is likely what happened.
You were charged for the current cycle
Canceling stops the next renewal. You keep access until the end of the cycle you already paid for, so a charge dated before your cancellation is the cycle you were already in.
You deleted your Beside account but did not cancel the subscription
Deleting your Beside account does not cancel your subscription. Apple, Google, and Stripe subscriptions are separate from your Beside account and must be cancelled on their own.
Your cancellation did not go through
Open your Apple or Google subscription settings (or the Beside web app for Stripe subscriptions) and verify that the subscription is marked as cancelled or set to not renew. If it is still active, cancel it now.
Your subscription disappeared after switching phones or reinstalling
This is usually a sync issue between your Apple or Google account and Beside.
Make sure you are signed into Beside with the same credentials (Apple ID, Google account, phone number, or email) you used when you subscribed.
In the Beside mobile app, go to Settings, then Manage Your Plan, then tap Restore Purchase.
If Restore Purchase does not work after a few tries, contact us with your email and a screenshot of your Apple or Google receipt.
FAQ
Can I switch from Apple billing to Google Play billing, or vice versa?
Can I switch from Apple billing to Google Play billing, or vice versa?
Subscriptions cannot be transferred directly between Apple and Google. To switch, cancel your current subscription on the original store, wait for it to expire, then subscribe again on the other store.
Beside blocks you from subscribing on a second store while you already have an active subscription on the first, to prevent duplicate charges.