Seeing a charge after you thought you canceled is frustrating — and we want to help you figure out exactly what happened. The most common reasons are explained below.
Reason 1: The cancellation happened after the renewal date
Moves App subscriptions renew automatically. If you canceled after your renewal date had already passed, you were charged for that billing period — but you also have full access until it ends.
What to check: Log in to the app → Profile → Manage Subscription → Manage Subscription → Log in → look for your next renewal date and compare it to when you canceled.
✅ To avoid being charged for a future cycle, cancel at least 24 hours before your renewal date.
Reason 2: The cancellation didn't go through
Deleting the app, uninstalling it, or stopping use does not cancel your subscription. Cancellation must be done manually.
To cancel through the Moves app:
Open the Moves App
Go to Profile → Manage Subscription → Manage Subscription
Log in with your email and password
Select Cancel Subscription
You should receive a confirmation email. If you didn't get one, the cancellation may not have completed.
Reason 3: You subscribed through Apple or Google — not Moves directly
If you originally signed up via the Apple App Store or Google Play, canceling through the Moves app won't work — those subscriptions are managed entirely by Apple or Google.
Apple: Settings → [your name] → Subscriptions → Moves App → Cancel
Google: Google Play → Subscriptions → Moves App → Cancel
To request a refund for an Apple or Google charge, contact them directly:
Reason 4: You have a duplicate account
Sometimes members have two accounts under different email addresses — and canceled one while the other kept billing. Check whether you've ever signed up with a second email.
Reason 5: A previously failed payment processed later
If a past payment failed and your card was later updated or the bank retried it, the charge may appear weeks after the original billing date. Review your full payment history to see if this matches a past cycle.
Still not sure what happened?
Contact our support team (support@movesapp.com) and we'll investigate the charge with you. To help us look into it quickly, please include:
The email address on your Moves account
The charge date and amount
The last 4 digits of the card that was charged
A screenshot of the bank statement entry if possible
Reach us at support@movesapp.com. Please note that per our Refund & Cancellation Policy, all sales are final and refunds are only issued where required by law.