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Handling Duplicate Subscriptions

A practical guide for admins dealing with duplicate web accounts or web + app store overlaps

Understanding Duplicate Subscriptions

Sometimes, members may end up with two active subscriptions in two situations:

  1. Duplicate web accounts: they signed up more than once using different email addresses

  2. Web + App Store overlap: they subscribed on the website and through an app store

💡 TIP: Always verify which subscription is most active or recently used before canceling anything.

Scenario 1: Duplicate Web Subscriptions

This usually occurs when a member signs up more than once using different email addresses.

How to Identify and Handle

ℹ️ INFO: If a member was charged twice for the same web subscription, Uscreen automatically refunds the second payment. The duplicate charge appears as a refunded invoice on the member's account, so you don't need to issue a manual refund for duplicate web payments. Confirm the refunded invoice is visible on their account, then proceed with canceling the duplicate subscription.

  1. Ask the member if they might have more than one account

  2. Request any alternative email addresses they may have used

  3. Search the People List for the member's name or emails to identify multiple accounts

  4. If you can't find two accounts, ask for the last 4 digits of the card used and the date they were charged, then check your Stripe account for matching transactions

  5. Verify which account they intend to keep based on activity and usage

  6. Cancel the duplicate subscription

  7. Confirm the automatic refund

    • If the member was charged twice through web checkout, Uscreen automatically refunds the duplicate payment.

    • Open the member's account and verify the refunded invoice is showing. If a manual refund is needed for any other reason, see the Refund Process: A Complete Guide

💡 TIP: Encourage members to always use the same email address for their subscription and app login.

Scenario 2: Web + App Store Subscriptions

This happens when a member subscribes via the website and then accidentally subscribes again through the App Store.

How to Handle

  1. Confirm they have subscriptions through both channels

  2. Decide which subscription to keep

    • Web subscriptions give you more control and avoid app store fees (15–30%)

  3. Guide the member to cancel the app store subscription

  4. Ask them to log out of the app, then log back in using the email linked to their web subscription

  5. Adjust their next invoice date if they were double-charged

📝 NOTE: Uscreen cannot issue refunds for App Store purchases. Members must request those directly from Apple or Google. Alternatively, you may refund the payment from the web checkout, but be sure to have the member cancel the in-app subscription.

🔗 Learn more about Requesting a Refund of an In-App Purchase

FAQs

What if I can't find a duplicate account?

Ask the member for any alternative email addresses or request the last 4 digits of their card and the charge date, then check your Stripe account for matching transactions.

Can I transfer a subscription from the App Store to the web?

Subscriptions are not transferable between platforms. The Member will need to cancel one and use the other.

Do I have to refund both charges?

For duplicate web payments, Uscreen automatically refunds the second charge, and it appears as a refunded invoice on the member's account, so no manual action is needed on your end. For web + App Store overlaps, Uscreen cannot issue refunds for App Store purchases; the member must request those directly from Apple or Google.

Why not just keep the App Store subscription?

App Store subscriptions come with additional platform fees. Managing subscriptions directly on the web gives you better control and lower costs.

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