I was charged even though I cancelled – or I'd like a refund. How does that work?

Unexpected charge

Your Pro subscription renews automatically until it's cancelled in the store's subscription management. If you've been charged anyway, these are the typical reasons:

• The app or the Trait account was deleted – neither cancels the subscription.
• The cancellation was sent to us by email – unfortunately that doesn't do anything, because only you can cancel in the store.
• The subscription is running on a different store account (e.g. a second Apple ID) or on the other platform (iOS and Android are separate subscriptions). In that case there may even be a duplicate subscription. Check the subscription management in both stores or in all the store accounts you use.

You'll find the cancellation steps here: How do I cancel my Pro subscription?

Requesting a refund

Because you pay the store and not us, only the store can refund you. We have no access to this – not even on Google Play after the 48 hours have passed, and not if you tapped the wrong thing, the app isn't right for you or your watch isn't supported. Whether and how a refund is granted is decided by the store according to its own rules.

• Apple: reportaproblem.apple.com – sign in there with your Apple ID, select the Trait purchase and choose “Request a refund”.
• Google: Google Play → Payments & subscriptions → Budget & history, or via the Google Play Help pages on refunds.

Please understand that we can't offer free months or credits as compensation – with a subscription through the store, that's simply out of our hands.