Understanding Duplicate Subscriptions
Sometimes, members may end up with two active subscriptions in two situations:
Duplicate web accounts: they signed up more than once using different email addresses
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
Ask the member if they might have more than one account
Request any alternative email addresses they may have used
Search the People List for the member's name or emails to identify multiple accounts
🔗 Learn more about the People List
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
Verify which account they intend to keep based on activity and usage
Cancel the duplicate subscription
Offer a refund if applicable
🔗 Learn more about the Refund Process
💡 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
Confirm they have subscriptions through both channels
Decide which subscription to keep
Web subscriptions give you more control and avoid app store fees (15–30%)
Guide the member to cancel the app store subscription
🔗 Learn more about Canceling an In-App Subscription
Ask them to log out of the app, then log back in using the email linked to their web subscription
Adjust their next invoice date if they were double-charged
🔗 Learn more about Adjusting the Next Invoice Date
📝 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?
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?
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?
Do I have to refund both charges?
Not necessarily. Refund one if the member was unaware and didn't use the duplicate account. Use your discretion.
Why not just keep the App Store subscription?
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.