Changed from family to student

[Harperwebb]

I was previously paying for a family account but recently changed to student account for just myself however, I have been charged for the family plan. Is it possible to have this refunded and the issue corrected?

Country

UK

[Maxim]

Hey @Harperwebb,

Thanks for reaching out.

I recommend heading to this page to check if you were charged for both plans on your account.

If you only see one or multiple recent receipts for Premium Student and none for Premium Family, you've likely got a second account where the Premium Family subscription is still active. In such case, it's best to head here for the next steps to take.

Let me know how it goes! 🙂

[Harperwebb]

It just seems to be one account, I've been billed £6.99 but on my bank statement there's a charge of £19.99

[Maxim]

Hey again, @Harperwebb,

Can you please post a screenshot of this page? 🙂

Thanks!

[Harperwebb]

 

[Maxim]

Thanks for the screenshot, @Harperwebb!

Since there are only two receipts which are both for Premium Student, you've definitely got another account where the Premium Family subscription is likely still active.

In this case, it's best to head here to find out how to locate any additional accounts 🙂

Let me know how it goes.

[Harperwebb]

Hi there 

it's still showing that I have a student account? 

 

[Maxim · Accepted solution]

Hey @Harperwebb,

Well yes, the account you're currently logged in with is on a Premium Student plan.

However, you've very likely got a second account that still is on a Premium Family plan, which is why you're being charged for it as well.

Please check out this FAQ article for some details on how to locate any additional accounts you may have. One of the suggestions there is to request a password reset for any email addresses you own. If you're lucky, you can find your additional account that way. But there are also some other methods listed in the FAQ article.

You can also look for receipts in your email inbox that are for Premium Family, since it will state the username of that account in it. Something else that's worth checking is if the Family plan manager is using your payment info. If they are, they should change their payment method and reimburse you.

Let me know how it goes!

[Harperwebb]

Plan

Student

Country 

UK

My Question or Issue

I changed from a family plan to student but I am being charged for both. I cannot see a second account attached to myself. Can this please be stopped?