Understanding Duplicate Subscriptions
Sometimes, Members may accidentally subscribe more than once to your platform. This often happens when they forget they already have an account or use different email addresses across devices. Here’s how you can resolve these issues smoothly.
Scenario 1: Duplicate Web Subscriptions
This usually occurs when a Member signs up more than once using different email addresses.
Step-by-Step: How to Identify and Handle
Ask the Member if they might have more than one account.
Request any alternative email addresses they might have used.
Search your admin dashboard for the member's name or emails and see if you can identify multiple subscriptions under different emails.
If you can't find two accounts, ask the Member for the last 4 digits of the card used and the date they were charged.
Check your Stripe account to locate transactions that match those card details and dates.
Verify the active subscriptions and usage activity to determine which account they intend to use.
Cancel the duplicate subscription.
Offer a refund if applicable, especially if they were charged twice within a short time frame.
Encourage your 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 signs up on the website, then downloads the app and accidentally subscribes again via the App Store (Apple or Google Play).
Step-by-Step: How to Guide the Member
Confirm if they subscribed via both the web and the app.
Explain the situation and the benefits of maintaining only the web subscription.
Web subscriptions are more profitable for you as the Store Owner because App Store purchases are subject to platform fees (typically 15-30%).
Guide them to cancel their App Store subscription:
Apple: Go to device Settings → Tap their name → Subscriptions → Cancel the app subscription.
Google: Open the Play Store → Tap profile icon → Payments & Subscriptions → Subscriptions → Cancel.
Ask them to log out of the app, then log back in using the email linked to their web subscription.
Optionally adjust their next invoice date to align with their original subscription if they paid twice.
Alternatively, they can request a refund from the App Store directly.
Uscreen cannot issue refunds for subscriptions made through the App Store. Members must request those directly from Apple or Google.
Frequently Asked Questions
Q: What if I can't find a duplicate account?
A: Ask the Member for any possible email addresses or check for recent transactions to identify the subscription source. You can also request the last 4 digits of their card and check your Stripe account for matching transactions.
Q: Can I transfer a subscription from the App Store to the web?
A: Subscriptions are not transferable between platforms. The Member will need to cancel one and use the other.
Q: Do I have to refund both charges?
A: Not necessarily. Refund one if the Member was truly unaware and did not use the duplicate account. Always use your discretion.
Q: Why not just keep the App Store subscription?
A: App Store subscriptions come with additional platform fees. Managing subscriptions directly on the web gives you better control and lower costs.
Always verify which subscription is most active or recently used before canceling anything.