Seeing a charge when your app shows no active subscription — or being charged more than once — is confusing and stressful. In almost every case there's a clear explanation, and our team can help you get to the bottom of it. Here's what's usually going on and what to do next.
✅ Most "mystery" charges have a simple cause. The most common one: your subscription is billing directly through Moves, even though you don't see it in the Apple or Google app store. Start with the checks below.
"I was charged but I don't have an active subscription"
The most common reasons:
Your subscription is active through Moves directly — not the app store. This is the most frequent mix-up: you check Apple or Google, don't see a Moves subscription there, and assume you don't have one — but it's actually billing directly through Moves (movesapp.com). To find it, open the app and go to Profile → Manage Subscription → Manage Subscription and log in with your email and password, or log in at movesapp.com. Your active subscription will show there.
You have a second account under a different email. The subscription is active on that other account, so the account you're looking at appears empty. Log in with each email you may have used to find where it's billing.
You subscribed through Apple or Google. If you did sign up via the app store, that's where the subscription is managed — check Settings → [your name] → Subscriptions (Apple) or Google Play → Payments & subscriptions → Subscriptions (Google).
A previously failed payment processed later. If an earlier payment failed and your bank retried it, a charge can appear after you thought the subscription had lapsed.
The subscription didn't fully cancel. Deleting the app or emailing us does not cancel billing. See I Was Charged After Canceling My Subscription.
"I was charged twice / a duplicate charge"
Double charges usually come from one of these:
Overlapping subscriptions — one through Apple/Google and one directly through Moves (movesapp.com). This bills you twice for the same service.
Signing up twice — for example, accidentally starting both a monthly and a yearly plan.
A delayed retry of an earlier failed payment landing in the same month as your normal charge.
💡 If you have overlapping subscriptions, we recommend keeping the one purchased at movesapp.com active (and cancelling the Apple/Google one), because our team can do the most to help with billing on direct subscriptions.
Start here: quick self-check
In the Moves app, go to Profile → Manage Subscription → Manage Subscription and log in — this shows a subscription billing directly through Moves, even if the app store shows nothing.
Check your bank statement for the merchant name to confirm the charge is from Moves.
Log in with every email address you may have used to check for a second account.
Check whether you also have a subscription through Apple or Google.
Review your payment history for a previously failed charge that processed later.
Still not resolved? Send us this
If the charge still looks wrong, contact us at support@movesapp.com and we'll investigate your account directly. To speed things up, please include:
The email address on your Moves account (and any other email you may have used)
The charge date(s) and amount(s)
The last 4 digits of the card charged
A screenshot of the statement entry if possible
Reach us at support@movesapp.com with the details above and a team member will review your account and follow up within 1 business day.