If you've received an email from us asking you to update your billing information or payment method, it means a scheduled payment didn't go through. Your subscription is still active — nothing has been cancelled or deleted, and your programs and progress are safe.
These emails are sent automatically. Which situation applies to you determines what you should do next.
How much time do I have?
Our billing system will automatically attempt your payment up to 5 times. If all five attempts fail, your subscription is cancelled automatically — you don't need to do anything to stop it.
💙 And if that happens, it isn't final. A subscription cancelled through failed payments can always be reactivated — just sign up again on our website with the same email address and your account, programs, and logged progress will be waiting for you.
Start here: is your subscription meant to be active?
Almost everyone who receives this email falls into one of three situations. Find yours below.
1. Yes — I want to keep my subscription
Your payment failed and needs another attempt. There are a few common causes — some are to do with the card itself, and some aren't:
Insufficient funds, or the card was declined. Worth ruling out first — check the balance on the account your card is linked to.
Your card expired or was reissued. A new expiry date or card number means the saved details no longer work, even though the card itself is active.
Your bank blocked it. Banks sometimes flag a recurring or international charge as suspicious and decline it without telling you — so a card with plenty of funds can still be refused.
Your billing address changed and no longer matches what your bank has on file.
Sort this out before the 5 attempts run out and you won't lose anything.
The fastest fix: update your payment details in the app. This usually triggers a fresh attempt straight away.
Go to Profile → Manage Subscription → Payment Methods.
Add or re-enter your card details.
Full steps: How Do I Update My Billing Information?
✅ We can retry the payment for you. If your card details are already correct and there are funds available, email support@movesapp.com and ask us to retry the transaction. If your bank blocked the first attempt, contact them first so the retry isn't declined again.
2. No — I thought I had already cancelled
There are two possibilities here, and they need different fixes: either the cancellation never fully went through, or it did go through and a payment from before you cancelled is still outstanding.
The cancellation may not have completed
This happens more often than you'd think, and it's usually one of these:
You submitted a cancellation reason but didn't complete the final step. Selecting your reason does not cancel the subscription — there's a confirmation screen after it. See I Submitted My Cancellation Reason — Am I Cancelled?
You emailed us to cancel. Emailing or messaging our team doesn't process a cancellation on its own.
You deleted the app or stopped using it. Neither cancels a subscription.
What to do: cancel properly now and you won't be billed again. Steps here: How Do I Cancel My Subscription?
⚠️ Waiting for it to lapse is a gamble. Your subscription will cancel itself if all 5 payment attempts fail — but any one of those attempts could succeed, and then you'd be charged for another period. If you're sure you want out, cancelling directly is the only way to be certain.
Or your cancellation worked, but a past-due payment is still being settled
If a payment had already failed before you cancelled, that amount stays outstanding on your account — and our billing system will keep trying to settle it even though the subscription itself is now cancelled.
This is why you can cancel successfully and still receive payment emails afterwards. It isn't a renewal, and it isn't a new charge for a period ahead — it's the balance that was already due at the point you cancelled.
💡 How to tell this is your situation: your account shows the subscription as cancelled, or you have a cancellation confirmation email — but the outstanding amount predates the date you cancelled. If the dates don't line up that way, it's more likely the cancellation didn't complete.
If you think a past-due amount on your account is wrong, email us at support@movesapp.com with the date and amount and we'll review it with you.
3. I definitely cancelled — and this email came to a different address
If you're confident you cancelled, check whether you have two subscriptions under two different email addresses. This is a common cause of "I cancelled but you're still billing me": one subscription was cancelled, and a second one under another email kept going.
Worth checking:
Which email address did this notification arrive at? That's the account that's still active.
Have you ever signed up with a work address, an old address, or an alternate one?
Did you use Sign in with Apple? That can create an account under a private relay address ending in @privaterelay.appleid.com.
Email us and we'll look for duplicate accounts and sort out which is which.
How to check whether you were actually charged
Open the Moves App and go to Profile → Manage Subscription.
Check your next renewal date. If it has moved to a future date, the payment went through and no action is needed.
If the app still shows a payment issue or a past-due date, the charge hasn't completed.
💡 A "pending" or "processing" line on your bank statement isn't always a completed charge. Give it 1–2 business days to either settle or drop off.
If you're outside the US
International cards are declined more often, because some banks treat a recurring charge from a US company as potential fraud.
Contact your bank and ask them to approve recurring charges from Moves App.
Then either update your payment method in the app, or email us to retry the transaction.
Still not sure?
Email us and we'll tell you exactly what's on your account. To sort it in one reply, please include:
The email address the notification was sent to
The last 4 digits of the card
The date of the most recent charge
Whether you'd like to keep the subscription or cancel it
If you have any questions or need assistance, our Support Team is here to help. Contact us anytime at support@movesapp.com — we're dedicated to making sure you have the best experience possible!