Renewal, cancelling and failed payments
To cancel, turn off renewal in your library: you keep your plan and buddies until the end of the time you paid for, and you are not charged again. The library is also where you turn renewal back on or switch to paying once, and it warns you if a renewal payment fails.
What does my library show?
Sign in with the 6-digit code we email you, then open your library. It shows your buddies, your plan with its price and renewal date, your custom buddy requests and their previews, and your orders and receipts. A short “What happens next” line explains the next date on your plan.
How do I turn renewal off, or back on?
Monthly ($5.99 a month) and Annual ($69 a year) renew automatically until you cancel. In your library, choose “Turn off renewal”. You are not charged again, and your plan and buddies stay unlocked until the end of the time you have already paid for. Changed your mind before then? The same page shows “Turn renewal back on”. Lifetime never renews, so there is nothing to cancel.
Can I switch to Lifetime?
Yes. Lifetime is $200 once and never renews. You can choose it on the pricing page or in your library. When that payment goes through, your Monthly or Annual renewal is turned off so it is never charged again, and your buddies move to Lifetime. Time left on the old plan is not refunded.
What happens if a renewal payment fails?
If a renewal payment fails or is cancelled, your buddies keep working until the end of the period you paid for, and your library shows a note that the last renewal payment didn’t go through. If the payment still can’t be taken by then, your plan ends and your buddies pause. They stay saved to your account: start your plan again and they come back, with your library as you left it.
Which billing mistakes do you put right?
All sales are final, and unused time is not refunded. A few problems are always put right: if you were charged twice, charged the wrong amount, or something you paid for never unlocked, contact us within 14 days of the charge. We unlock what you paid for or return the extra charge. The refund policy has the details, and the renewal rules are in the terms.
How do I reach you about billing?
Use the contact page and choose “Billing & membership” as the topic, from the email you sign in with. Tell us the order date and amount, and we aim to reply within a few business days. The help page answers the common questions too.