I was charged twice. What do I do?
If you see two identical charges in the same billing period, it's usually either a temporary bank pre-authorisation that will clear by itself or two separate genuine purchases. Here's what to look for.
Why two charges can appear
- When a payment is initiated, many banks create a temporary entry alongside the real charge as a routine card verification step
- This is not an actual deduction — pre-auths clear on their own within 3–5 business days
- How it appears varies by bank — it may be greyed out on mobile apps, labelled "pending" or "authorization hold," shown as a hold on your available balance, or absent from your transaction list entirely
- If one entry matches any of the above, you haven't been charged twice
Before investigating further, confirm you didn't make two separate purchases — for example, two API credit top-ups of the same amount, or a plan upgrade alongside a credit purchase.
Trace the charge
If one charge is still "pending," wait 3–5 business days — it will likely clear on its own. If both charges have fully posted, use the steps below.
- Go to account settings → Billing and Payment. Check that there is only one invoice for the billing period in question.
- Search your email (including spam and junk folders) for Your LTX receipt. Each receipt includes the account email it was issued to — this helps confirm whether you have two separate LTX Studio accounts that were both charged.
If both checks confirm you were charged twice for the same subscription on the same account, open a support request and include:
- Your account email
- Dates and amounts of both charges
- A screenshot of your bank statement (redact any sensitive details)
We'll investigate on our side.
- Log in to the LTX Console and check the Billing and Invoices tabs for your recent purchase history.
- If the history doesn't account for both charges, check your bank statement to confirm the second charge isn't a pending pre-auth.
- If the second charge is fully posted and still doesn't appear in your console history, open a support request and include:
- Your account email
- Dates and amounts of both charges
- A screenshot of your Invoices page
- A screenshot of your bank statement (redact any sensitive details)
API credit purchases are non-reversible in most cases, but a genuine bank error on a single purchase is a different matter — we'll look into it.